WESTLAKE VILLAGE, Calif.: 18 April 2012 — TriWest Healthcare Alliance has been recognized for call center operation customer satisfaction excellence for a fifth consecutive year under the J.D. Power and Associates Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by TriWest call center operations to provide "An Outstanding Customer Service Experience."
To become certified, the call center operations successfully passed a detailed audit of more than 100 practices that encompass the call center's customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates also conducted a random survey of customers who recently contacted its call centers, located in Anchorage, Alaska; Colorado Springs, Colo.; Honolulu, Hawaii; Phoenix, Ariz.; San Diego, Calif.; Tacoma, Wash.; and Wausau, Wisc.
"TriWest has now earned our certification for five consecutive years and is to be congratulated on this significant achievement," said Mark Miller, senior director at J.D. Power and Associates. "Their long-standing certification reflects that TriWest has made the necessary cultural, strategic and operational commitments required to continually provide an outstanding customer experience."
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The evaluation criteria include the customer service representative's courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
"Taking care of military families has been our sole mission for 16 years," said TriWest President and CEO David J. McIntyre, Jr. "We work tirelessly and with the highest levels of respect to meet the health care needs of West Region military families, who have very much become our family."
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
For more information on the Call Center Certification Program, please visit JDPower.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial's leading brands include Standard & Poor's Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and J.D. Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.
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