VA is committed to improving the customer experience for Veterans and their families, caregivers and survivors. The first interaction many Veterans will have when they inquire about the care and benefits they have earned from their service are through VA Contact Centers.
In 2018, when Veterans reported difficulty navigating over 1,000 VA toll-free numbers and multiple contact centers, VA established the Enterprise Contact Center Council (ECCC) to lead a modernization effort, with the goal of improving the customer experience.
One such improvement in 2020 was the establishment of a single, easy-to-remember phone number, 1-800-MyVA411 (1-800-698-2411), to access VA benefits and services. That included access to live agent support 24/7/365. This was one of many improvements that have since been implemented by the ECCC. In fiscal year 2022 alone, VA Contact Centers fielded over 50 million calls, with 72.7% of customers indicating on satisfaction surveys that their need was met the first time they contacted VA.
In 2018, when Veterans reported difficulty navigating over 1,000 VA toll-free numbers and multiple contact centers, VA established the Enterprise Contact Center Council (ECCC) to lead a modernization effort, with the goal of improving the customer experience.
One such improvement in 2020 was the establishment of a single, easy-to-remember phone number, 1-800-MyVA411 (1-800-698-2411), to access VA benefits and services. That included access to live agent support 24/7/365. This was one of many improvements that have since been implemented by the ECCC. In fiscal year 2022 alone, VA Contact Centers fielded over 50 million calls, with 72.7% of customers indicating on satisfaction surveys that their need was met the first time they contacted VA.
