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Blue Cross and Blue Shield of Kansas recognized as Call Center of the Year


Topeka, Kansas (May 25, 2022) – Blue Cross and Blue Shield of Kansas (BCBSKS) is proud to announce they are the recipient of SQM’s 2021 Contact Center Industry Customer Experience Award(s) of Excellence, as follows:

  • Call Center of the Year
  • Call Center World Class First Call Resolution (FCR) Certification
  • Highest Email Customer Service
  • Highest Employee Experience for the Health Care Industry
  • Highest Work from Home Employee Experience
  • World Class Employee Experience
  • Highest Customer Service for the Health Care Industry
  • Highest Customer Service for the Non-Profit Industry
  • Customer Service Representative of the Year Finalist – Jeni Harris
  • Supervisor of the Year Finalist – Emily Serrano

“People come to us during some of their hardest moments in life and it’s our privilege to serve them to the best of our ability,” said Holly Graves, vice president, operations. “This prestigious award reinforces that our service experience and going the extra mile for our members is why nearly one million Kansans choose Blue Cross over other insurance providers.”

SQM recognized the 2021 award winners at their annual ceremony, held virtually on Thursday, May 19.

SQM’s FCR Customer Experience awards are considered the most prestigious and sought-after in the North American contact center industry and recognize organizations that have demonstrated excellence for Customer Experience (CX), Employee Experience (EX), and FCR Best Practices. On an annual basis, SQM conducts over 500 FCR studies with leading North American companies.


About Blue Cross and Blue Shield of Kansas

For more than 80 years, Blue Cross and Blue Shield of Kansas has built a reputation of trust with its members and contracting providers by providing outstanding customer service while quickly and accurately processing claims; fairly administering benefit plans and contracts; offering programs, services and tools to help members improve or maintain their health; and operating under the highest ethical standards while being good stewards of premium dollars. Blue Cross and Blue Shield of Kansas is an independent licensee of the Blue Cross Blue Shield Association and is the state’s largest insurer, serving all Kansas counties except Johnson and Wyandotte. For more information, visit bcbsks.com.

About SQM Group

Since 1996, SQM has been a Call Center First Call Resolution Expert for measuring, benchmarking, tracking, and improving FCR. At the heart of our services is the mySQM™ FCR Insights software, FCR research, best practices consulting, and awarding for FCR performance. mySQM™ FCR Insights software is a SaaS-based subscription platform explicitly built for call centers. Combining our standard and Personalized Intelligence™ software features is a powerful approach to assist agents, supervisors, managers, and analysts in measuring and improving FCR and customer experience. Over 70% of our clients consistently improve their FCR performance annually. At SQM, we are very proud that we consistently achieve 95% client retention every year.

For information about SQM’s FCR Customer Experience Awards Program, please contact SQM +1 (800) 446-2095 [email protected].