USPS: New process improves change-of-address service

USPS has improved the way it helps telephone callers who request change-of-address services, thanks to a team that came together from several postal departments. Until about two years ago, the organization’s customer care centers received approximately 400,000 calls annually from individuals with questions or concerns regarding their change-of-address requests. “For security reasons, there are limits…

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USPS OIG Report: Improving the Customer Experience with USPS Customer Care Centers

While customers were satisfied with Customer Care Center (CCC) agents, one in three was not satisfied with the overall experience. The Postal Service cannot handle current CCC call volume, a problem that could worsen with parcel growth. Reducing wait times and giving agents better tools, training, and organizational support will empower them to resolve customer…

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USPS: Customer Care Center employee fosters improvement

Need help? Anthony Moya is ready to listen. Moya is a technical support agent at the Edison, NJ, Customer Care Center. He handles as many as 70 calls a day from Postal Service customers. “Our goal is improvement,” he said. “Our job is to resolve customer concerns. Many of them are able to be fixed…

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USPS OIG Audit Report: Customer Care Centers

Background Residential and business customers contact the U.S. Postal Service through various toll-free telephone numbers for information on hours, prices, service issues, or other postal-related inquiries. These numbers received over 52 million calls in fiscal year (FY) 2014, 16 million of which were routed to the four Postal Service Customer Care Centers (Care Centers). The…

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APWU: Questions and Answers for the New Customer Care Center in Wichita, KS

The APWU and USPS have agreed to a series of Questions and Answers  regarding the establishment of a new Customer Care Center in Wichita, KS. via Questions and Answers for the New Customer Care Center in Wichita, KS | APWU.  

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