Outbound Call Center Featured Article

TriWest Earns J.D. Power and Associates Contact Center Certification

TriWest Healthcare Alliance has announced that its contact centers have been recognized by J.D. Power and Associates for providing outstanding customer service experience for the fourth consecutive year.

J.D. Power and Associates is an ISO 9001-registered global marketing information services firm that specializes in business sectors including market research, forecasting, performance improvement, training and customer satisfaction.

TriWest President and CEO David J. McIntyre, Jr. said in a release, “Taking care of military families has been our sole mission for 15 years. Our beneficiaries know they are our number one priority and this certification simply reinforces our commitment to them.”

In order to obtain the certification, a third party conducted surveys of about 1,500 TriWest customers over two weeks and gathered details regarding contact center representatives’ concern for the customer; courtesy and knowledge; convenience of operating hours; ease of reaching a representative and timely call resolution.

It was revealed that besides meeting J.D. Power and Associates certification guidelines, TriWest also performs according to challenging contact center time and effectiveness standards set by the Department of Defense or DoD. TriWest is a DoD contractor that administers TRICARE, the military’s healthcare entitlement, in 21 western states in the United States.

Phoenix-based TriWest Healthcare Alliance partners with the Department of Defense to do everything possible to support the healthcare needs of 2.9 million members of America’s military family. TriWest ensures that all members have easy access to cost-effective, high-quality health care.

According to officials, TriWest’s six contact centers and claims subcontractor, Wisconsin Physicians Service in Wausau, handle almost 20,000 calls each day. These contact centers are located in Anchorage; Colorado Springs; Honolulu; Phoenix; San Diego and Tacoma.

In related news, TriWest Healthcare Alliance also earned a recertification from URAC, an independent, nonprofit organization promoting healthcare quality through its accreditation and certification programs.

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.