Blue Cross and Blue Shield of Kansas receives fifth consecutive Call Center of the Year Award
Topeka, Kansas – Blue Cross and Blue Shield of Kansas (BCBSKS) has been recognized as a national leader in customer service, earning the prestigious Call Center of the Year award from Service Quality Measurement (SQM) Group for the fifth consecutive year. The honor, part of SQM’s annual Call Center Customer Service Industry Awards, recognizes excellence in delivering world-class customer experiences.
In addition to Call Center of the Year, BCBSKS was also awarded:
- Call Center World Class First Call Resolution (FCR) Certification
- Call Center World Class FCR Certification – Federal Employee Program
- World Class Employee Experience
- Highest Employee Experience for the Contact Center Industry
- Customer Service Supervisor of the Year Finalist – Brendan McDermott
- Customer Service Representative of the Year Finalist – Brittany Metzger
As a Kansas’ largest and only local not-for-profit health plan, BCBSKS serves our members and our communities, not shareholders. “This recognition is a testament to the care and commitment our staff bring to every member interaction,” said Holly Graves, Vice President of Operations and Chief Operating Officer of Government Programs. “We don’t just answer questions – we walk alongside our members as they make decisions that impact their health and their families and communities during some of life’s most challenging and important moments.”
Brittany Metzger, Customer Experience Representative, exemplifies her nomination for Customer Service Representative of the Year because she doesn’t hesitate to go above and beyond to help members navigate the complexities of health care. “I believe that doing some research or providing extra follow up can be the difference between an ordinary or extraordinary experience for our members,” Metzger said.
SQM recognized the award winners on April 30 during the SQM Call Center Industry CX Conference. SQM’s Call Center Customer Service Industry Awards are considered the most prestigious and sought-after in the North American contact center industry, recognizing organizations that have demonstrated excellence for First Call Resolution (FCR), Customer Experience (CX), Employee Experience (EX), and FCR Best Practices. SQM benchmarks more than 500 leading North American call centers on an annual basis. For more information about SQM’s FCR Customer Experience Awards Program, call 800-446-2095 or email [email protected].
About Blue Cross and Blue Shield of Kansas
For more than 80 years, we’ve served Kansans by delivering outstanding customer service, administering benefits fairly, and processing claims quickly and accurately. As a not-for-profit health plan, we offer programs, services and tools to help members improve or maintain their health – while operating with integrity and responsibly managing premium dollars. Blue Cross and Blue Shield of Kansas is an independent licensee of the Blue Cross Blue Shield Association and serves all Kansas counties except Johnson and Wyandotte. For more information, visit bcbsks.com.