Call Center a one-stop-shop for problem solving

  • Published
  • By Airman 1st Class Stephenie Wade
  • 6th Air Mobility Publics Affairs
All is frantic when keyboards are silent and computer screens are frozen but who do we call for help in our time of need, the Communications Call Center.

The goal of the 6th Communications Squadron call center is to provide fast, efficient service to customers with computer-related problems. Recently, the Call Center relocated from building 260 to 38. 

"Before the move, the call center was located in another building and the environment was not conducive to running a call center operation," said Kevin Thompson, Chief of the Client Service Center. "The Call Center was in building 260 while the Tier 1 Help Desk and Customer Service Counter were in building 38. Now we have all three components of the Client Service Center under one roof." 

The Airmen in the Call Center have also benefited from the move. 

"The Air Force is providing them with an opportunity to become A-plus certified technicians, equipping them with the resources they need to complete their job," said Tech. Sgt Brent Thierry, NCOIC of the Call Center. 

Also, the Airman have gained more office space and new furniture resulting in better attitudes which leads to better customer service. 

The driving force behind the 6 CS standing up a Call Center was driven by the Air Force's Smart Operations 21. Once stood up, the unit decided to experiment and go virtual with the Call Center. Using voice over IP technology, MacDill is the first base in the command to undergo this concept within the framework of a call center. 

"We are proud to be the first in AMC to experiment with the Virtual Call Center concept," said Mr. Thompson. "Once we have accumulated additional data, we intend to provide feedback to the command on the pros and cons of this approach." 

The number one goal of the move was to create a user-friendly environment, one better suited to serve our customers. Now, with the Client Service Center in place, MacDill has a "One-Stop Shop" for addressing customers' computer and wireless needs.