Exchange Recognizes Contact Center Teams for Customer Service Week


Customer Service Week runs through Oct. 7, and the Exchange is celebrating the teams that resolve issues for the best customers in the world.

This will be the first Customer Service Week since the Exchange’s contact center separated into two distinct teams—one falling under e-commerce and another under the Exchange Credit Program.

For the MILITARY STAR® contact center’s celebration, this year’s theme is Celebrate Service, encompassing a week of virtual activities, said La Toya Horton, MILITARY STAR call center manager.

“We want to give back to our associates who work tirelessly to stay updated on all the tools, training and policies to make sure we take the best care of our customers,” Horton said. “Peak selling season is right around the corner, so this is a good way for us to high-five our teammates virtually before we are in the thick of the holidays.”

Each day this week, associates are encouraged to dress to a different theme, from crazy hats and hair to their favorite sports team’s apparel. On Oct. 5, associates can play virtual games of Family Feud, Fibbage: Enough About You and Scattergories as well as sing karaoke.

“We have people scattered all over CONUS, working from various bases, so virtual is the only way for us to come together,” Horton said. “We’re going to have a great time. I’ll be singing karaoke, even though I don’t sing.”

For the e-commerce side, the team’s activities will take place the week of Oct. 9 to ensure all members of the team will be scheduled and in the office so they can get together in person to celebrate.

“This is actually pretty momentous for us, because this is the first year e-commerce will have a call center under its own umbrella,” said E-Commerce Customer Experience Manager Crystal Chism. “What’s important that every member of this team feels like they played a part in it, because they have. We’ve accomplished so much in such a short period of time, and it’s all thanks to the great, intelligent hardworking people that make up this team.”

In addition to encouraging agents to dress like their favorite celebrity and other fun dress-up days, the team will have a “drive-thru” appreciation meeting Oct. 13 at Exchange headquarters, with hot food and gift bags being handed out to associates.

“We’ll also have giveaways throughout the week including gift cards, items from the website, tickets from the fair and more,” Chism said. “We’re trying to make it as festive as possible.”

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