Vermont Business MagazineA national program that surveyed more than 3,200 Vermonters about the service they received from the Blue Cross and Blue Shield of Vermont (BCBSVT) customer service team recognized the company as theBest Performing Call Center of the Yearamong leading member service organizations in the country. The award recognizes the small/mid-sized call center with the highest combined first call resolution (FCR) rating and employee satisfaction and engagement.
SQM Group is a best practices consulting firm that assists organizations in using voice of the customer (VoC) data to measure and improve contact channel customer experience, operating costs and retention. To receive the prestigious recognition, call center representatives must demonstrate a solid commitment to creating positive member experiences and rank in the top 25 percent of the 500 leading North American call centers that SQM surveys. Blue Cross and Blue Shield of Vermont’s customer service call center in Berlin handles more than 250,000 calls a year.
SQM Group also recognized BCBSVT with a World Class Certification. In order to obtain a World Class Certification, 80 percent of the customers surveyed must indicate that their issue was resolved with one call; that they were very satisfied with the customer service representative with whom they spoke; and were very satisfied with their overall experience. Eighty-three percent of the 3,200 BCBSVT customers surveyed in 2015 met the criteria, earning BCBSVT World Class Certification. BCBSVT is the number one performing Blue Cross and Blue Shield Plan in the country for customer service, ranks in the top quartile of the 500 call centers SQM surveys nationally and internationally and earns best-in-class designation.
“We are extremely proud of our entire customer service team and leaders for this wonderful accomplishment,” notes Emily Fair, director of customer service. “Our team is truly dedicated to helping our customers, and we work together across our entire organization to resolve our customer needs and create positive member experiences.”
Catherine Hamilton, vice president for consumer affairs and planning, says, “I’m extremely grateful for the work that each and every customer service representative does every day. Their compassion, knowledge and patience makes a world of difference to members and providers who are navigating our complex health system.” Hamilton adds, “It’s not easy work, and the discipline to continuously get better is what makes our call center stand out. This award is a testament to their excellence.”
“This award reflects both the achievements of our Customer Service team and the entire organization’s commitment to member experience,” says Don George, BCBSVT President and CEO. “We are grateful for the opportunity to provide health coverage and support to 247,000 Vermonters, and we appreciate the recognition of our efforts to provide them with world-class service.”
Blue Cross and Blue Shield of Vermont is the State’s only Vermont-based, not-for-profit health plan, providing coverage for about 250,000 Vermonters. It employs about 400 Vermonters at its headquarters in Berlin, a branch office in South Burlington and its Information and Wellness Center in South Burlington’s Blue Mall, and offers group and individual health plans to Vermonters. More information about Blue Cross and Blue Shield of Vermont is available on the Internet atwww.bcbsvt.com. Blue Cross and Blue Shield of Vermont is an independent corporation operating under a license with the Blue Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans.