24/7 Contact Center for Sailors Launches in One Month

Story Number: NNS180827-07Release Date: 8/27/2018 10:10:00 AM
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From Navy Personnel Command Public Affairs

MILLINGTON, Tenn. (NNS) -- A group of military, civilian and contract employees met Aug. 20 and 21 to nail down final details for the Sept. 24 roll out of the 24/7 MyNavy Career Center (MNCC) contact center.

The group covered roles and responsibilities, service levels, reporting, continuity of operations in emergent situations and the anticipated operational demands once the center is fully operational.

“We are on a great vector in establishing this contact center, which is a critical component of our personnel system modernization effort,” Rear Adm. Jeffrey Hughes, commander, Navy Personnel Command. “We have laid the keel, and the connectivity and team are in place.  We are now focused on bringing this center to life through implementation of our concept of operations to deliver superior customer service to our teammates in the Fleet.”

This contact center is designed to support a multi-tiered customer service delivery model focused on the Sailor experience.  Tier Zero is the service member’s self-service through MyNavy Portal (my.navy.mil). Tier One is communication with one of our contact center agents by phone, email or chat. Finally, if a Sailor’s inquiry or transaction request cannot be handled by a customer service agent, they will be escalated to Tier Two, provided a service ticket number, and a subject matter expert will reach out to them.

The MNCC contact center will begin providing round-the-clock support beginning Sept. 24.  For more on the MyNavy Career Center, go to https://go.usa.gov/xUJCC

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