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Contact center adds new online service

RANDOLPH AIR FORCE BASE, Texas (AFPN) -- People can now get real-time help with personnel issues online, from anywhere in the world, thanks to new Web features offered by the Air Force Contact Center here.

The online features let users view a database of frequently asked questions, chat live online with a customer service representative or submit queries via e-mail. The site can be found on the Air Force Personnel Center home page at www.afpc.randolph.af.mil by clicking the "Contact Center" button.

Answers to questions about personnel information, pay, assignments, benefits, employment and more is accessible for Air Force active-duty members, retirees, civilians and family members. Limited services are also available for Guard and Reserve members. Representatives can be reached toll-free at (866) 229-7074 for those customers who prefer to speak to someone directly.

"Our goal at the contact center is to help people by providing a proactive approach to online customer support," said Maj. Alessandra Stokstad, chief of the contact center. "Air Force people can search our ever-expanding database anytime or chat live with a customer service representative, 6 a.m. to 6 p.m. central time Monday through Friday.

"These new features will be especially helpful in times of high deployments and ops tempo where people don't have the time or opportunity to go to their (military personnel flight for help," said Stokstad.

"Online chat is a very convenient means of communication," said Master Sgt. Dave Melnick, contact center systems manager. "Customer service agents are here to answer questions that can't be found in our FAQ database."

First-time users of the contact center online are asked to create an account which will allow the customer service representatives to know who they are assisting and help speed the process.

Customers can also send questions to the help desk through the "Ask-A-Question" e-mail feature, said Melnick. People who submit questions to the contact center usually receive a response within two days, he said.

"We foresee the contact center becoming a key customer service tool for the total force," said Stokstad. (Courtesy of AFPC News Service)

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