Navy Voluntary Education (VOLED) received the 'Best Customer Service' award for December 2017, February 2018, and March 2018 from LiveHelpNow!, a leading help-desk platform provider.

"In 2015 LiveHelpNow! rolled out a customer service satisfaction tracking tool called "LiveHelpNow! challenge" ranking all of our 12,000+ clients by measuring 12 customer service metrics and 50 different criteria, including customer surveys, operator response times, knowledge, proactiveness, first call resolution, and other metrics," said Michael Kansky, Chief Technology Officer at LiveHelpNow!

Every month LiveHelpNow! clients compete to be included in the list of top 100 companies providing best customer service to their customers.

"Since our conversion to a virtual service delivery model, we've strived to become an agile, customer-service focused organization helping Sailors to reach their educational goals," said Ernest D'Antonio, Navy VOLED director. "Receiving recognition as compared to our peers in the customer service industry demonstrates we're headed in the right direction."

Aviation Structural Mechanic 2nd Class (AW) Julia Lupo, Naval Air Technical Training Center (NATTC) Airframes Instructor is currently working toward her Bachelor's Degree in Aeronautics with Embry Riddle Aeronautical University.

"Between the Virtual Education Center, website, help tickets, and chat availability, getting your VOLED questions answered is pretty easy," said Lupo. "The WebTA automation and e-mail updates help keep you up-to-date and informed, so I think the new process is convenient and works well."

Darryll Cleaves, Navy VOLED Call Management System manager, tracks and collects data from the Navy College Program systems and has noted significant improvements since the shift to virtual service delivery.

"Metrics such as average chat wait time, average speed to answer, and call abandonment rates have improved to better than industry standards," said Cleaves. "Last month's abandon rate was 1.5 percent on a goal of five percent; we were better than our goal for the entire quarter."

According to Cleaves, the top-five most popular features of the Navy College Virtual Education Center (NCVEC) and NCP website are Chat, E-Help Tickets, VOLED Appointment Scheduler, WebTA Automation, and the My Navy Portal Self Scheduler.

Capt. Kertreck Brooks, commanding officer of the Naval Education and Training Professional Development Center, the parent command of Navy VOLED, said being recognized for outstanding customer service is a great testament to the hard work of his staff.

"I'm extremely proud of our global VOLED team and their continued efforts in striving to achieve the Chief of Naval Personnel's vision of being a responsive team in providing unparalleled service to our Sailors."

The NCVEC call center hours are from 7 a.m. to 7 p.m. EST Monday - Friday and may be reached by calling: 877-838-1659 or DSN 492-4684. The URL for the Navy College Program website is: https://www.navycollege.navy.mil.

Sailors can also get the latest information by following Navy Voluntary Education on Facebook: https://www.facebook.com/NavyVoluntaryEducation/

For more news from Naval Education and Training Professional Development Center, visit: https://www.netc.navy.mil/netc/netpdc/Default.htm .


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