U.S. Navy Civilian Human Resources Benefits Contact center (HRBCC) provides administrative and processing services to over 200,000 Navy civilians, responding to more than 100,000 service requests annually. The center processes phone calls, email, fax, mail, and TTY/TDD. HRBCC’s primary task is to provide superior customer service when assisting current, retired, and prospective Navy civilian employees who are seeking advice, guidance, and hands-on help regarding their benefits packages.
The Navy needed support in identifying and building out a facility to host the HRBCC. They also wanted the contractor to assume full responsibility for year-round and open-season processing services for all Navy Civilian benefits. This included printing and distribution, data transmission, enrollment processing, and customer service support. With more than 30 different health plans, multiple TSP options, and FEGLI elections, the skill level required of CSRs approaches the Human Resources (HR) expert level. The contractor would have to develop and implement a high quality training plan to ensure all staff are expert in the range of benefits and benefit administration.
Along with consistently updating HRBCC’s Knowledgebase, InquisIT streamlined and updated HRBCC SOPs, which had not been revised in over 10 years.
InquisIT stood up a new facility in less than two weeks. The company consistently exceeds SLAs through our innovative quality control measures.
HRBCC CSRs participate in a peer review process to inspect CRM tickets. To date, there has been approximately one error in nearly 350,000 transactions. InquisIT also utilizes monitoring technology, such as a Wallboard, which displays real-time call statistics at HRBCC. Our Wallboard shows the number of active calls, number of calls in the queue, average wait time, and other details, in view of all CSRs on the contact center floor.