Accession Number : AD1041071


Title :   CALL CENTER SUPPORT AND TODAY'S WARFIGHTER


Descriptive Note : Technical Report


Corporate Author : AIR COMMAND AND STAFF COLLEGE MAXWELL AFB United States


Personal Author(s) : Bush,Christopher E


Full Text : https://apps.dtic.mil/dtic/tr/fulltext/u2/1041071.pdf


Report Date : 01 Feb 2016


Pagination or Media Count : 36


Abstract : Over the last decade, the way in which warfighters receive support has changed dramatically. Gone are the days when base-level personnel offices had the autonomy to resolve, update, and provide face-to-face customer service with their servicing populations. Instead, the AF, due to budget constraints, has centralized all personnel support at the Air Force Personnel Center (AFPC). This action has resulted in an increased footprint of a fully contracted call center function, known as the Total Force Service Center (TFSC). As a result of this growing concept and function for the Air Force, many lessons learned potentially exist within private industry. This paper asks the question What best practices can the TFSC adopt to provide higher levels of service and increased customer satisfaction? During development, this paper will employ a mixed method research methodology, specifically a comparative case study analysis of both companies coupled with an examination of published reports and technical papers. By comparing two organizational constructs, coupled with legitimate hands-on experience relating to each company's customer call center operations, a better understanding as to whether shortfalls exist within the TFSC.


Descriptors :   standards , customer services , air force , quality assurance , air force personnel , contract administration , contracts , training


Subject Categories : Military Forces and Organizations
      Administration and Management


Distribution Statement : APPROVED FOR PUBLIC RELEASE