Berlin, VT – A national program that surveyed more than 4,000 Vermonters about the service they received from Blue Cross and Blue Shield of Vermont (BCBSVT) has recognized the company as one of the leading member service organizations in North America.
Blue Cross and Blue Shield of Vermont Customer Service call center was awarded Call Center of the Year among small and mid-sized organizations by Service Quality Metrics (SQM). SQM selected BCBSVT’s call center as number one among 500 call centers that they work with because of the company’s outstanding customer and employee satisfaction results.
Jennie Stevens received the Customer Service Representative (CSR) of the Year Award. The CSR of the Year is selected based on a customer experience story. Jennie’s story highlighted her advocacy services as she helped see a member through a difficult situation. Jennie’s story was selected as the winner out of 24 finalists chosen from hundreds of submissions.
These awards reflect both the excellence of our Customer Service team, and the entire organization’s commitment to creating outstanding member experiences. The recognition marked the second time that BCBSVT has been awarded Call Center of the year under the Service Quality Metrics (SQM) Program.
SQM has been conducting surveys since 1996 and benchmarks over 500 leading North American call centers annually. SQM’s world class call customer satisfaction certification program is designed to determine if call centers, managers and customer service representatives are performing at the world class call customer satisfaction performance level.
Blue Cross and Blue Shield of Vermont’s customer service call center is located in Berlin, Vermont and handles more than 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 500 leading North American call centers that SQM surveys.
“This certification reflects both the achievements of our Customer Service team and the entire organization’s commitment to member experience, said Don George, BCBSVT President and CEO. “We are grateful for the opportunity to provide health coverage and support for about 250,000 Vermonters, and we appreciate the recognition of our efforts to provide them with world class service.”
About Blue Cross and Blue Shield of Vermont
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 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.