March 27, 2017
Customer service representatives for Blue Cross and Blue Shield of Kansas know that members do not like to make multiple calls to the company about the same issue. For that reason, Blue Cross places a high importance on monitoring its "first call resolution (FCR)" performance. For 2016, Blue Cross received validation from an outside third-party that its employees are, in fact, achieving a high rate of success at resolving members' issues the first time they call.
Blue Cross is the recipient of SQM's 2016 Contact Center Industry Voice of the Customer Service Excellence Program Award as Contact Center World Class FCR Certification.
SQM benchmarked more than 500 leading North American contact centers during the period of Jan. 1 to Dec. 31, 2016. For SQM’s award program, they telephone surveyed customers within two business days of their contact with the contact center to understand their customer experience.
"We have long considered the SQM awards program the most prestigious benchmark available for our customer service center, which is why we are thrilled to have our 2016 performance recognized as World Class FCR," said Shelley Pittman, vice president of operations and individual sales. "We take great pride in providing superior customer service to our members, and are honored that our members rated us so highly.
"Not only is this a great source of pride for our employees who are actually on the phone with members, but it also reflects the hard work of all those employees throughout the company who make sure our reps have accurate information at their fingertips. Being able to resolve a member's concern during their first call to us requires the efforts of multiple people."
This is not the first award that Blue Cross has received from SQM. The company received designation as a World Class Certified Call Center from 2009 through 2013, and also earned the Highest Customer Satisfaction for the Health Care Industry Award during those same years.
Blue Cross employees based in Topeka and Salina handle in excess of 1 million customer inquiries each year.
For 75 years, Blue Cross and Blue Shield of Kansas has built a reputation of trust with its members and contracting providers by providing an outstanding customer experience while quickly and accurately processing claims; fairly administering benefit plans and contracts; offering programs, services and tools to help members improve or maintain their health; and operating under the highest ethical standards while being good stewards of premium dollars. Blue Cross and Blue Shield of Kansas is an independent licensee of the Blue Cross Blue Shield Association and is the state’s largest insurer, serving all Kansas counties except Johnson and Wyandotte. For more information, visit bcbsks.com.
Service Quality Measurement (SQM) Group is a leading North American customer experience research firm for measuring and benchmarking customer’s experience using contact channels. SQM conducts accurate, reliable and actionable post-contact surveys for contact channels (e.g., call center, email, chat, IVR self-service and web self-service) and is recognized as the contact center industry Voice of the Customer (VoC) gold standard expert for measuring contact channel customer experience. In addition, SQM offers consulting services to help clients design and execute an enterprise wide customer experience strategy. In addition, we award organizations that have demonstrated world class or significant improvement in their contact channel FCR and OCR performance.
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