TRICARE East Customer Service team earns ICMI certification

MADISON, Wis.—Oct. 30, 2019—The TRICARE East Customer Service team at WPS Military and Veterans Health has been certified by the International Customer Management Institute (ICMI). Antonio Bailey and Stacey Coonce, TRICARE East Customer Service Managers, accepted the award at the annual ICMI Conference in Chicago on Oct. 30.

This certification shows how the TRICARE East Customer Service operations in Hampton, Va., and Marion, Ill., have achieved a standard of excellence internationally recognized across the call center industry.

ICMI’s program supports a comprehensive customer service management framework, beyond the fundamentals, into detailed operations planning and execution of the plan.

Through ICMI site certification, participating organizations, like WPS, can focus on meeting core business objectives, including:

  • Improving the financial performance of the contact center
  • Building and maintaining customer loyalty and lifetime customer value
  • Standardizing processes and best practice collaboration
  • Increasing employee engagement and satisfaction
  • Improving business intelligence and analytics

The WPS Government Health Administrators contact center earned the ICMI certification in 2018.