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An Evaluation of the Military OneSource Call Center in Select Groups of Callers : Call Quality, Call Outcomes, and Caller Satisfaction by Grace Gahlon, Lisa H. Jaycox, Thomas E. Trail, Erika Litvin Bloom and Allyson D. Gittens (2021, Trade Paperback)

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Military OneSource operates a call center that provides resources and referrals for military personnel and their families. In this report, the authors evaluate call quality, call outcomes, and caller satisfaction, finding that calls were rated of high quality and that interviewees reported satisfaction with their experience with the service. The authors provide recommendations for operations and identify areas for future study.