LITTLE CREEK, Virginia (NNS) -- A key addition to the MyNavy Career Center (MNCC) network officially opened today in Little Creek, Virginia, three days after the one-year anniversary of the launch of the MNCC Contact Center in Millington,Tennessee.
The opening of the MNCC Little Creek Contact Center increases the capacity of MNCC to provide Sailors and their families responsive human resources (HR) and education services support – 24/7 – addressing general inquiries and transaction service requests for pay, personnel, career management and education services.
“The physical location of MNCC Little Creek is irrelevant to the Fleet, as it is a virtual extension of the Contact Center in Millington," said Capt. Laura Scotty, MNCC operations center director. "To support their HR needs, Sailors and their families can contact MNCC by phone, email, chat, or through online self-service options. We’ll take it from there to ensure any Sailor or Command Pay and Personnel Administrator (CPPA) question or inquiry is taken care of immediately, or routed to the right subject matter expert for resolution,” Scotty said.
“MNCC Little Creek provides expanded capacity to improve network performance and both MNCC contact center locations will have the ability to assume the full network workload to guarantee service provision in the event of a scheduled or unscheduled outage,” she added.
The new center will serve as a hub for Sailor education, noted Ernest D’Antonio, Navy Voluntary Education Program director. “MNCC Little Creek will also be the new location for more than 40 representatives and counselors from the Navy College Virtual Education Center (NCVEC), integrated into the MNCC Contact Center, to provide virtual full-service education advisement and counseling services to Sailors, daily from 7 a.m. to 7 p.m., Eastern Time,” D'Antonio said.
This co-location "brings us one-step closer to total integration of HR and education services support," said Rear Adm. Jeff Hughes, commander of Navy Personnel Command. "We are expanding the services available to Sailors and their family members, delivering these services the same way they receive them for things like banking, retail transactions and education support in their personal lives.”
Hughes added: “With numerous behind-the-scene improvements to MNCC scheduled for implementation in the coming months, the Navy will have a modern, full-service, Sailor-centric, multi-communications channel contact center capability, which will enable us to provide customer service on par with the best-in-class private-sector contact centers.”
Since opening Sept. 24, 2018, the MNCC Contact Center has resolved over 375,000 service requests (SRs), handling about 1,350 SRs each weekday. During this first year of operations, MNCC has greatly improved the ability to support advancement and promotion processes, accelerated personnel action request and retirement application timelines, and set the conditions for more responsive and accurate pay transaction support.
With a focus on timeliness, accuracy, and customer service, MNCC is meeting the mark with a same day SR resolution rate of 83 percent and a 92-percent resolution rate of transaction requests within three days. Additionally, the MNCC customer satisfaction rate remains above the norm for contact center performance at 81 percent; however, MNCC is always seeking feedback to help optimize the customer experience.
The MNCC focus is delivering accurate, timely and exceptional customer service to Sailors so they can repurpose their precious time to focus on maximizing Navy readiness and lethality and achieving a better life/work balance.
Contact MNCC by calling 833-330-MNCC (6622) or via email at mailto:AskMNCC@navy.mil. Online self-service options are available on MyNavy Portal (http://www.my.navy.mil).
For more news from Navy Personnel Command, visit www.navy.mil/local/npc/.