Florida Blue Sales Center Recognized As One Of The Top 10 For Its Size In The United States And Canada
May 21, 2013
JACKSONVILLE – Florida Blue's BlueDirect Sales Center (BDSC) has been ranked among the top 10 for medium-sized call centers in all industries in North America (101-250 agents) for quality and effectiveness of customer service. This is the third year in a row that Florida Blue has won distinction from BenchmarkPortal, the leader in call center benchmarking.
Steve Snell, vice president, enterprise marketing, added, "This latest ranking is a tribute to the caliber of our sales team," he stated. "The fact that the BlueDirect Sales Center is considered "best-in-class" among the other Top 10 call centers means that our members get the best service possible. This is the kind of stellar work that gives Florida Blue a competitive advantage in a tough health care environment."
The main focus of the BDSC leadership is on how to best serve Florida Blue members as the health care market continues to change. The BenchmarkPortal ranking validates that all of the processes are working properly. Improvements made over the past year will enable Florida Blue to serve both current members and new customers during the implementation of the new Marketplace in 2014.
Benchmarking measures how well an organization is performing compared to its competitors and other top organizations in North America. Florida Blue's placement among the Top 10 Call Centers is a direct result of its leadership's commitment to providing high quality customer service to all members.
"We are extremely proud to receive this ranking," said Jackie Coffey, BDSC director. "To make the Top 10 is a tremendous honor for our team, considering that we were competing with call centers across all industries and not only in health care."
BDSC's performance has earned recognition from BenchmarkPortal for the past three years. In 2011, the center became the first inbound sales contact center to earn the national designation of "Certified Center of
Excellence." That was followed by Top 100 and Most Improved Awards in 2012, and this year's Top 10 honor.
About Florida Blue
Florida Blue, Florida's Blue Cross and Blue Shield company, is a leader in Florida's health care industry. Our mission is to help people and communities achieve better health. Florida Blue has approximately 4 million health care members and serves 15.5 million people in 16 states through its affiliated companies. Florida Blue is a not-for-profit, policyholder-owned, tax-paying mutual company. Headquartered in Jacksonville, Fla., it is an independent licensee of the Blue Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield companies. For more information, visit www.FloridaBlue.com.
BenchmarkPortal, along with The Center for Customer-Driven Quality, sponsors this Annual Call Center Benchmarking Study, which features the "Top 100 Call Centers" Contest for centers located in North America. BenchmarkPortal is internationally recognized as the premier research and educational organization for customer contact best practices. For more information, visit www.benchmarkportal.com.
The Blue Cross and Blue Shield Association is a national federation of 36 independent, community-based and locally-operated Blue Cross and Blue Shield companies that collectively provide healthcare coverage for more than 105 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.