Exchange Contact Center Teams Ready to Celebrate Customer Service Week With Activities and Games

The Exchange’s Contact Center teams play a vital role in providing customer service for MILITARY STAR cardmembers and online shoppers, but during Customer Service Week, they’ll be playing games and participating in team building activities, including a day at the Texas State Fair.

“It’s like one big party before peak season,” e-Commerce Customer Experience Manager Crystal Chism said about Customer Service Week, which runs from Oct. 7 to Oct. 11. “When peak season comes, it’s all hands on deck, and it can be a grueling time. This is one way to give our team a pat on the back and say ‘thank you’ for all you do and have done this year.”

Since 2022, the Exchange has had two contact center teams: One for e-commerce and one for callers with questions about their MILITARY STAR card accounts. For several years, the issues were handled by one team, but the teams were split to shorten response time on calls.

About 160 associates staff the Exchange’s contact center. The teams field more than 1,100,000 calls annually and work around the clock during the peak holiday season because of customer demand.

“Customer Service Week is a great time for us to show appreciation and gratitude for the dedication our agents provide daily,” Exchange Credit Program Senior Contact Center Manager Priscilla Soria said.

Both teams have planned a themed week with virtual games such as karaoke, trivia and bingo. Gifts, including Exchange gift cards, branded shirts and some highly requested items such as ergonomic mouse pads with wrist rests, totes and sling backpacks, are offered in appreciation.

“Since we started celebrating Customer Service Week in 2010, every year just evolved and progressed,” Soria said. “We’ve had to change how we did things since going virtual, which can make it hard for us to stay connected.”

Both teams are using Microsoft Teams to set up group chats and meeting rooms for games and activities.

The MILITARY STAR contact center team. Front row: Priscilla Soria, Rosalind Earl and Judy Foster. Middle row: La Toya Horton, Ja’Lisa Green and Brittany Thomas. Back row: Willie Nanez, Johnny Brown, Eric Carrasco, Maria Clark and Ricole Martin. Not pictured: Jamaal Wilson.

The MILITARY STAR team’s activities include

Oct. 7: Pink Out Day. Associates are encouraged to wear pink to honor Breast Cancer Awareness Month.

Oct. 8:  Band Day. Associates can show off their musical tastes with their favorite band T-shirt.

Oct. 9: Patriotic or Exchange Swag Day. Associates can rock their favorite red, white, and blue attire or wear an Exchange-branded shirt.

Oct. 10: Culture Day. Associates dress in attire representing their culture.

Oct. 11: Silly Hat or Hair Day. Associates can have fun with silly hats or craziest style.

The eComm contact center team. From left: Kay Sims, Tiffany Small, Michael Mercer, Paige Bastas, Yvonne Warren, and Phi Le.

The eComm team kicked off its celebration early on Sept. 27 with a catered picnic in Lloyd Park in Grand Prairie, Texas. Associates hung out by the lake and played games for prizes.

The eComm team’s activities include:

Oct. 7: Patriot Day, similar to MILITARY STAR center’s Patriotic or Exchange Swag Day.

Oct. 8:  Crazy Hat or Hair Day.

Oct. 9: No theme. Associates will spend the day at the Texas State Fair.

Oct. 10: Pink or Purple Day. Associates can show support for victims of breast cancer or domestic violence by wearing pink or purple.

Oct. 11: Jersey Day. Associates can show love for their favorite sports teams.