AETC call centers consolidate for efficiency

  • Published
  • By Rebecca Meares-Jones
  • Air Education and Training Command Systems Support Flight chief
RANDOLPH AIR FORCE BASE, Texas --  Telephone operators of the 21st Century provide support far beyond giving out telephone numbers, and with upgraded telephone directories and consolidation efforts on the horizon, the quality support can only flourish.

The Consolidated Telephone Operator's call center, under the direction of the Air Education and Training Command's Computer Systems Squadron, moved into a new facility at Port San Antonio in March with upgraded equipment designed to provide telephone service for all AETC bases.

The CSS took control of the Lackland AFB and Wilford Hall Medical Center operators followed by Randolph AFB in 2008. This consolidation effort includes migration of the remaining AETC installations in a phased approach over the next several months, and will involve several milestones and new capabilities.

Telephone services will be provided 24/7, 365 days a year, based on a common level of service for the entire command.

After allowing time this spring for hardware and software integration and time for operators to get comfortable with the new processes, the team began migrating additional bases.

Altus AFB, Okla., was the first base completely migrated when operator calls were successfully transferred May 14. Laughlin AFB, Texas, migrated May 28, with Keesler AFB, Miss., completing their transfer June 24 and Vance AFB July 7.

The schedule for remaining AETC base migrations is:
July -- Goodfellow AFB, Texas, and Tyndall AFB, Fla.
August -- Maxwell AFB, Ala., and Columbus AFB, Miss.
September -- Sheppard AFB, Texas, and Luke AFB, Ariz.

In a ribbon cutting ceremony held May 22, Col. Curt Locke, AETC Communications deputy director, recognized the members of the call center saying, "We have accomplished another milestone in our continuing effort to maximize communications efficiencies by showcasing the CONUS' first and largest of its kind Consolidated Telephone Operators call center."

Colonel Locke emphasized the hard work of the team, especially the operators, noting that it is always difficult to maintain current operations while simultaneously adding additional capabilities.

Silvia Vargas, AETC/CSS Call Center director, acknowledged the work of the entire team throughout the lengthy transition process.

"It is a pleasure to be part of the migration and lead the AETC Consolidated Telephone Operators to a new era," she said. "Throughout the project many pieces, decisions, coordination and a lot of hard work has been accomplished to ensure the transformation was a success."

Ms. Vargas praised operators for going above and beyond their daily duties to include assisting family members of wounded warriors, providing morale calls for deployed spouses and providing conference call capability through "Meet Me" numbers. The operators also assist customers in determining the best phone number to meet their needs, instructing callers on how to fax documents and even fielding mission-related calls from the public.

Customers will continue to dial the same telephone operator numbers for each respective base. The only noticeable change is the pre-recorded greeting referring to the AETC CTO.