[continued]

The Customer Service department fields an average of 73,000 calls and 8,000 e-mails a month.

Calls are being processed at an average service level of 90 percent, meaning that AKC is keeping callers on hold for shorter periods and resolving customer questions and problems at an extraordinary rate.

The grouping of Registration and Customer Service within the same division, combined with the introduction of online registrations, has increased service while reducing head count in both departments.

The Special Services AKC Direct program fields queries and requests from Board Members, Delegates, club officers, judges, and others significantly involved in the sport. Special Services provides the primary staff for the AKC Booth at dog shows and other events where AKC is represented.

The Special Services department oversees:

• The Indefinite Listing Privilege program, evaluating photos of unregistrable purebred dogs (issuing ILP numbers qualifying purebreds without pedigrees to compete in AKC companion and performance events);
• Foundation Stock Service (reviewing requests for breeds seeking FSS recording and eventual AKC recognition);
• Registered Kennel Names (determining an applicant’s qualifications for the requested kennel name and reporting the information to the Executive Secretary for publication);
• Impure Breeding case inquiries;
• The Breeder Referral program (helping potential owners to find reputable breeders);

The Special Services department assists the Event Records department with points and awards disputes and answers show- or award-related inquiries sent to awards@akc.org.

Special Services also assists the Customer Service department answer e-mail inquiries sent to info@akc.org.