December 15, 2011
For the fifth consecutive year, Blue Cross and Blue Shield of Kansas has been awarded the Highest Customer Satisfaction Award in the health care industry by the Service Quality Measurement Group (SQM). In addition to earning this prestigious award, the BCBSKS customer service center was recertified as a "World Class Certified Call Center." This means the company's customer service center performed at or maintained the World Class call level for six months or more.
“As we approach our 70th year of providing trusted service to fellow Kansans we recognize that understanding how our members perceive their interactions with us is key to providing them World Class service,” said Andrew C. Corbin, BCBSKS president/CEO. “It is an honor to receive the SQM awards because it shows that we are listening to our members’ needs.
“Providing quality service is a company-wide commitment and one all of our employees strive daily to achieve,” Corbin said.
SQM is an independent third-party company which benchmarks more than 450 call centers in 11 countries each year to determine its awards. The awards are determined on the basis of a statistically valid sampling of customers who called the call center and were surveyed within one to three days of the call. The 2011 awards were presented in November in Toronto, Canada.
Blue Cross and Blue Shield of Kansas is an independent licensee of the Blue Cross and Blue Shield Association. BCBSKS is the state's largest health insurer, serving all Kansas counties except Johnson and Wyandotte.
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