Blue Cross and Blue Shield of Kansas recognized as Call Center of the Year
Topeka, Kansas (May 7, 2025) – 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 SQM Group for the fourth consecutive year. The honor, part of SQM’s 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
- Highest Email Customer Service
- Highest Employee Experience for the Contact Center Industry
- World Class Employee Experience
- Customer Service Representative of the Year Finalist – Heather Hayes
As a Kansas-based company operating as a not-for-profit health plan, BCBSKS believes in prioritizing their members and local communities.
“This recognition means the world to our team and is a testament to the care and commitment our staff bring to every single 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, their families and their futures.”
For Heather Hayes, Customer Experience Written Specialist, these awards reflect the dedication of its customer service team, who support members as they navigate the complexities of health care – often during some of life’s most challenging and important moments.
“I have talked to members on the worst and best days of their lives. Being able to put their fears to rest and take something off their plates, or even celebrate with them, really makes me proud of the work I do,” said Hayes.
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 [email protected].