The TRICARE hospital at Elmendorf AFB has a Central Appointment Services (CAS) call center responsible for scheduling appointments for patients over the phone.
Need
TRICARE's CAS call center needed to improve its response times, staff retention, and overall quality of service.
Response
TRICARE contracted with EyakTek to take advantage of our unique procurement options and to establish a team of on-site analysts responsible for improving the operation and management of the call center.
Result
EyakTek had the call center fully staffed and operational within only a few days of being awarded the contract, and our team improved call response times by over 400% within the first month. Now in the third year of this contract, our staff retention levels are significantly higher than the industry standard, and our overall performance remains exemplary.
Background