NPC customer service center expands hours

Sailors seeking career assistance will soon receive greater support from Navy Personnel Command’s (NPC) Customer Service Center (CSC) as it transitions to round-the-clock service beginning Sept. 24.

The CSC, which currently operates Monday to Friday from 7 a.m. – 7 p.m., Central Time, is integrating with MyNavy Portal to become the MyNavy Career Center (MNCC) contact center, available 24/7.

Updates to the current contact center’s infrastructure and facilities in Millington are underway to support the center’s expansion. The number of agents trained to respond to requests for assistance will also increase.

“The transition includes growing the number of customer service agents to 200 to improve responsiveness,” said Alaina Eblen, operations lead, Project Management Department, NPC Information Management Office.

“We’re expanding to provide a single point of inquiry so you don’t have to guess who to call,” she said. “Call us and we will either answer your question, or we will get your request transferred to the subject-matter expert who can resolve it. We will be tracking those requests and making sure your issue is resolved.”

To support this customer service cultural shift, MNCC contact center also comes with an updated functional structure reinforcing it. With MNCC and MyNavy Portal integration comes a three-tiered level of service, explained James Christy, director, Project Management Department, NPC IMO.

“When the transition happens in late September, Sailors will have access to more features and better awareness of the status of their request,” said Ann Stewart, director, Pay and Personnel Management. Although the customer service capability of the MNCC contact center will be an improvement, it will not completely replace the functions of command administrative support personnel. “As the transition progresses, Sailors will still work with their Command Pay and Personnel Administrators (CPPAs) to process parts of their pay-and-personnel paperwork.”

This contact center improvement will ultimately consolidate transactional support to standardize quality of service, improve efficiency, and simplify management – and it is designed to evolve to take on even greater functionality to better support the customer base. (From NPC Public Affairs)