BenchmarkPortal Announced TriWest Healthcare Alliance as National Top Contact Center Winner

Recognition Based on Key Operating Metrics for Efficiency, Effectiveness

Phoenix, AZ (March 07, 2022) – According to a national contest conducted by BenchmarkPortal, TriWest Healthcare Alliance ranks first in the nation for Large Contact Center operations. Among contact centers nationwide with more than 251 agents, TriWest emerged as the best in the BenchmarkPortal 2022 Top Contact Center competition.

This is the first time TriWest has won the competition in the Large Contact Center category.

“I am proud of our employees and their commitment to work alongside the Department of Veterans Affairs and provide the best service possible in supporting those who have sacrificed so much in defense of freedom in gaining access to needed health care,” said David J. McIntyre, Jr., TriWest President and CEO. “What is important about being named a winner in BenchmarkPortal’s contest is that it measures real-life performance. To come out on top, a contact center must be at high performance every day compared with other contact centers in a wide array of industries across the country. To win takes an across-the-board commitment by our workforce, most of which are Veterans and military family members, to deliver high performance which results in superior customer service.”

Entrants in the BenchmarkPortal competition are judged on 20 key efficiency and effectiveness performance indicators. Winners have demonstrated, on a statistically objective basis, the ability to consistently provide superior service and financial performance and are gauged primarily on average contact handle time, calls per agent per hour, agent turnover, average speed to answer questions and customer and agent satisfaction and call transfers.