Blue Cross And Blue Shield Of Vermont Earns World Class Certification For Providing Outstanding Member Experiences
October 24, 2012
BERLIN – Blue Cross and Blue Shield of Vermont (BCBSVT) is the first health plan in Vermont to be recognized for providing outstanding member services under the Service Quality Metrics (SQM) World Class Certification Program.
SQM has been conducting surveys since 1996 and benchmarks over 450 leading North American call centers annually. SQM’s world class call customer satisfaction certification program is designed to determine if call centers, supervisors and customer service representatives are performing at the world class call customer satisfaction performance level.
Blue Cross and Blue Shield of Vermont’s call center is located in Berlin, Vermont and handles over 250,000 calls a year. The call center representatives demonstrate a solid commitment to creating positive member experiences and are ranked in the top 25 percent of the 450 leading North American call centers that SQM surveys.
The criteria used by SQM for Call Center World Class Call Certification are 75 percent or higher of the calls must be at world class level for six months or more in the October-September measurement period. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative.
“It is great to see our call center staff recognized for their hard work and dedication,” said Don George, BCBSVT President and CEO. “They are a key part of our company-wide mission driven commitment to deliver outstanding member experiences.”
About Blue Cross and Blue Shield of Vermont
Blue Cross and Blue Shield of Vermont is the state’s oldest and largest health insurer, providing coverage for about 180,000 Vermonters. It employs about 340 Vermonters at its headquarters in Berlin and branch office in South Burlington, and offers group and individual health plans. More information about Blue Cross and Blue Shield of Vermont is available on the Internet at www.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.
The Blue Cross and Blue Shield Association is a national federation of 38 independent, community-based and locally-operated Blue Cross and Blue Shield companies that collectively provide healthcare coverage for nearly 100 million members – one-in-three Americans. For more information on the Blue Cross and Blue Shield Association and its member companies, please visit bcbs.com. We encourage you to connect with us on Facebook, check out our videos on YouTube, follow us on Twitter and check out The BCBS Blog, for up-to-date information about BCBSA.