ET’S FACE IT, a call center reminds people of elevator music, long hold times, and bored staff members. However,


most callers to MOAA’s Member Service Center (MSC) know the association takes a different approach, affording members a more personal experience. To provide this experience, the MSC comprises eight member service representatives (MSRs), all from different backgrounds, who un- dergo an intensive four-week training process.


During training, each MSR learns


everything from military salutations, GI bill information, and retirement and compensation issues to prod- ucts and services available to MOAA members. This training allows the MSRs to answer 90 percent of inqui- ries, which avoids the need to esca- late questions to other staff. “The MSC is a tremendous help to us counselors and educators,” says Lt. Col. Shane Ostrom, USAF (Ret), a certified financial planner in MOAA’s Transition Center. “Without them, we would be much more limited in our ability to serve greater numbers of members.”


AVERAGE SPEED TO ANSWER PHONE CALLS


12 SECONDS 68 MILITARY OFFICER AUGUST 2015 In addition to conducting


standard tasks such as updating members’ contact information or processing membership joins, re- newals, and upgrades, MOAA’s MSC offers numerous other resources and services to members.


Answering military pay and benefit questions MSRs are well-versed on issues such as the Survivor Benefit Plan (SBP), Dependency and Indemnity Com- pensation (DIC), Guard and Reserve benefits, retired pay, VA compensa- tion, and more. For example, if a member is wondering about what changes to expect when transition- ing into Medicare and TRICARE For Life (TFL), an MSR can provide that information over the phone or through email. The member will get a timely, comprehensive response that directly answers the question, outlining the steps necessary to enroll in Medicare/TFL and what to expect in terms of costs and ben- efits. The MSC maintains a standard


75,000


AVERAGE NUMBER OF INQUIRIES A YEAR


response time of one business day for email inquiries, depending on the complexity of the question. The overarching purpose and goal of the team is to cater to MOAA members’ needs and find ways to make their lives better through knowledge and access to assistance. To measure member satisfaction,


every email response that comes from the MSC includes a link to a survey, which provides immediate feedback. The surveys are helpful to identify what is working and what needs improvement. The re- sults are overwhelmingly positive. A retiree’s wife who had questions


PHOTOS: SHUTTERSTOCK; PREVIOUS SPREAD, STEVE BARRETT


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