US Navy Implements Call Center for Administrative Updates for Sailors

The coronavirus has brought on a sense of uncertainty among virtually all aspects of life, and the United States military has been no exception . This has been especially true for stationed members of the Navy, and the government has been forced to find direct methods of communication to provide soldiers and personnel with answers to the various questions they may have. To address this, the Navy has installed a new call center for military personnel to receive customer support about COVID-related questions and concerns.

In March of 2020, the Navy began working with My Navy  Career Center (MNCC) personnel at Joint Expeditionary Base Little Creek to tackle the massive uptick in customer service calls from sailors across the globe. MNCC representatives help members of the military ask questions through phone, e-mail or online chat about administrative details that may have changed or updated due to the pandemic.

"The entire transition to this call center construct is an attempt to improve customer service, customer satisfaction for our sailors and families," commented CMC Wesley Koshoffer, Senior Advisor to the Chief of Naval Personnel.

Since the program started, the initiative has helped process over 390,000 cases, including 27,000 specifically for sailors. On average, the center receives between 300-500 calls per day. The program’s success had led the Chief Of Naval Personnel to claim MNCC representatives as “unsung heroes” due to their customer support.

"Because these are the folks that take care of the most important asset that the U.S. Navy has, and that is our Sailors,"added Vice Admiral John Nowell, Jr.

Edited by Maurice Nagle