Personnel Center alters policy for handling calls

Citizen Airman, August, 2004

In an effort to provide "one-stop" shopping to its more than 950,000 customers worldwide, the Air Reserve Personnel Center is channeling all toll-free calls through its customer call center.

The change in policy went into effect June 28. Previously, when a customer called the center's toll-free number, 1800-525-0102, they were given the option of having their call going through the call center or entering a five-digit number for the directorate they wanted to contact. The change eliminated all of the five-digit numbers.

Once the call center receives a call, a customer service representative verifies the caller's mailing and e-mail addresses. This step helps ARPC meets its responsibility of being able to get in touch with its database of mission-ready air reserve component members.

For those questions that can only be answered by someone within a particular directorate, the call center will transfer callers to the proper extension. (Tech. Sgt. Rob Mires, ARPC public affairs, Denver)