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CHIPS Articles: Navy College Program Marks Success with Expanded Virtual Tools, Customer Service

Navy College Program Marks Success with Expanded Virtual Tools, Customer Service
By Naval Education and Training Command Public Affairs - June 26, 2019
PENSACOLA, Fla. -- Celebrating its 45th anniversary this year, the Navy College Program (NCP) is having a banner year after receiving several nationally recognized awards for customer service and expanded virtual tools.

The Navy College Virtual Education Center (NCVEC) program was nationally recognized with the Live Help Now Challenge Award. This award is given to the top customer service providers in the world, measured by Live Help Now’s customer service metric score. Additionally, NCVEC received a Net Promotor Score (NPS) of 84; a score of 70 or more is in the “World Class” category. More than two-thirds of Fortune 1000 companies use NPS as a standard metric.

Much of the Navy College Program’s customer service accomplishments has been due to the virtual tools for Voluntary Education (VOLED), aimed at providing an easy and intuitive experience for the Sailor.

“The approach we used was to simply make the entire tuition assistance (TA) and education counseling process as easy as possible for the Sailor,” said Christopher Cruz, VOLED virtual education capabilities director. “Part of this approach was using tools that Sailors were already familiar with such as texting, video calls, and mobile apps. Sailors stay extremely busy so we also wanted to maximize our availability to them.”

To better meet the needs of the Sailor VOLED introduced tools that are available 24/7 such as the Navy College Program Chatbot, electronic help request tickets, and the NCP website’s Assistance Center and Navy College Wizard.

Cruz said the feedback from Sailors has been very positive.

“The feedback we’ve received is that Sailors are happy with the multiple tools that are available to them. It’s what they’re accustomed to outside of the Navy. Whether it’s banking, buying movie tickets, online shopping, checking the weather, or video calls with family – many of today’s daily interactions are through a mobile device and at the Sailor’s convenience. The customer experience with Navy VOLED should be no different,” said Cruz.

The benefits of the multiple virtual tools additionally provided the Navy College Program with important metrics and increased response time.

“The various tools provide us with important metrics so that we can make data-based decisions to better serve the Sailor,” said Cruz. “One of the most impactful virtual tools that we’ve implemented is WebTA Automation. Through WebTA, VOLED has automatically processed tens of thousands of tuition assistance documents, saving countless man-hours and enabling our education counselors to have more direct availability to the Sailor. This automation resulted in dropping our call abandonment rate from 23% a year ago to less than 4% today, a major feat considering the industry average is 10%.”

For more information on Navy Voluntary Education, visit the NCP website at https://www.navycollege.navy.mil , and check out the Navy College Chatbot and online VOLED Assistance Center. Sailors can also get the latest by following Navy Voluntary Education on Facebook at https://www.facebook.com/NavyVoluntaryEducation/.

Navy College Program improvements are part of Transformation, a modernization effort that will overhaul the way human resource (HR) services are provided to all Sailors, their families, and future recruits. Over the next several years, the Transformation will change how services are offered throughout a Sailor's entire "hire to retire" life cycle, by streamlining processes and systems to improve the speed, accuracy and quality of HR services.

An additional program - Navy Credentialing Opportunities On-Line (Navy COOL), provides information about licenses and certifications applicable to all Navy occupations, offering resources and funding to help Sailors gain appropriate civilian desired, and in many cases required, credentials. For more information about Navy COOL, visit www.cool.navy.mil/ or call (850) 452-6683.

Information about the Naval Education and Training Professional Development Center can be found via https://www.public.navy.mil/netc/netpdc/Default.aspx .

VIRGINIA BEACH, Va. (June 24, 2019) An education counselor looks at the Navy College Program’s (NCP) online help request feature of the NCP website. The NCP has improved customer service with expanded virtual tools for Voluntary Education (VOLED), aimed at providing an easy and intuitive experience for the Sailor. U.S. Navy photo by Leslie Dickey/Released
VIRGINIA BEACH, Va. (June 24, 2019) An education counselor looks at the Navy College Program’s (NCP) online help request feature of the NCP website. The NCP has improved customer service with expanded virtual tools for Voluntary Education (VOLED), aimed at providing an easy and intuitive experience for the Sailor. U.S. Navy photo by Leslie Dickey/Released
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