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


Topeka, Kansas (June 3, 2024) – Blue Cross and Blue Shield of Kansas (BCBSKS) is proud to announce they are the recipient of SQM’s 2023 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 Contact Center Industry
  • World Class Employee Experience 
  • Customer Service Representative of the Year Finalist – Ruby Albrecht
  • First Call Resolution Leadership Winner – Laurie Stratton

BCBSKS is receiving the Call Center of the Year award for the third year in a row, showcasing one of the key reasons members continue to use BCBSKS for their health insurance needs.

“At Blue Cross and Blue Shield of Kansas, our employees truly care about the members we serve. We are Kansans serving Kansans – our members are our friends and neighbors, and our staff truly treat them as such,” said Holly Graves, Vice President of Operations and Chief Operating Officer of CMS Programs. “Our Customer Service team plays an integral role in helping members navigate an extremely complex health care system during some of the biggest moments of their lives and we are so proud of their commitment and dedication.

Laurie Stratton, Director of Customer Service, was recognized as the winner of the First Call Resolution Leadership award, one that celebrates those who lead by example and prioritizes the member and their experience.

“This award is a testament to the impact my team has on our members. Everything we do is for our members. We don’t seek to win awards – it just so happens what we do earns them,” said Stratton. “If you ask me, we do what we do because of the people. Taking care of each other, our members, is our greatest responsibility and honor.”

SQM’s Call Center Customer Service Industry Awards are considered the most prestigious and sought-after in the North American contact center industry and recognize organizations that have demonstrated excellence for FCR, Customer Experience (CX), Employee Experience (EX), and FCR Best Practices. On an annual basis, SQM benchmarks over 500 leading North American call centers annually. SQM recognized the award winners last week at an awards gala dinner at the SQM Call Center Industry CX Conference.


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

Service Quality Measurement (SQM) Group is a market leader in providing a quality assurance solution for call centers to score customer service calls. The heart of our services is mySQM™ Customer Service QA software, a SaaS-based subscription platform explicitly built for call center agents and managers. 

Since 1996, SQM has been a leading North American software company specializing in customer service QA management solutions. At SQM, we are also proud to achieve 95% client retention annually consistently. We have offices in Coeur d'Alene, Idaho, and Vernon, British Columbia.

SQM has a successful track record for helping call centers measure, benchmark, track, and improve QA scores and customer service. Furthermore, SQM is the Call Center Industry market leader for thought leadership, benchmarking, improving, and awarding First Call Resolution (FCR). As a result, over 70% of our clients consistently improve their FCR performance annually.

mySQM™ Customer Service QA software combines our standard and personalized intelligence™ software features for a powerful approach to assist agents, supervisors, managers, and analysts in measuring, benchmarking, and improving compliance adherence, FCR, and customer service.

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