<p>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.</p>

Evaluation of the Military OneSource Call Center in Select Groups of Callers

Engineering & Transportation

Jaycox, Lisa H.

Bloom, Erika Litvin

Trail, Thomas E.

Gittens, Allyson D.

Gahlon, Grace

Dickerson, Steven R.

Mahmud, Ammarah

Engineering

RAND Corporation

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