Columbia, S.C. – Service Quality Management (SQM) Group, a customer service research firm, has named BlueCross BlueShield of South Carolina to receive top awards based on SQM’s annual review of North American customer call centers.
The group named Vicki Whichard, assistant vice president for customer experience, as a 2013 First Call Resolution (FCR) Leader. FCR Leaders are those at a strategic level who drive improved first call resolution through using “voice of the customer” feedback. Whichard will receive her award, one of two FCR Leader awards, at the 15th Annual Most Prestigious North American Call Center Industry Awards and Conference, April 15-16 in Washington, D.C.
The SQM also cited 17 customer service advocates in BlueCross and BlueChoice® HealthPlan call centers in Columbia, Greenville and Charleston for achieving SQM World Class Certification. This means 80 percent of their calls were resolved leaving the customer “very satisfied” with the advocate and the overall experience.
Recognized at an internal ceremony at BlueCross in Columbia today were Alex Beeks, Pamela Cragin, Krista Dodrell, Juanita Dubard, Lisa M. Edwards, Lashun Fowler, Lisa R. Jackson, Jane R. Martin, Shirley Martin, Shiloh Melchor, Kassy Morrow, Jo Price, Monique Releford, Glennie Stoudermire, Kimberly Thomas, Maribell Williams and Latoshia Wilson.
“Every day brings new challenges and opportunities for us in serving our members. We take a lot of pride in the SQM recognition. What makes this especially gratifying is that we were measured against some of the biggest brands in the world, such as FedEx, American Express and Marriott,” said BlueCross President Jim Deyling.
SQM rates more than 450 leading North American call centers annually. The firm has been conducting first call resolution, employee satisfaction and customer satisfaction benchmarking studies since 1996.
Headquartered in Columbia, S.C., and operating in South Carolina for more than 65 years, BlueCross BlueShield of South Carolina is an independent licensee of the Blue Cross and Blue Shield Association. The only South Carolina-owned and operated health insurance carrier, BlueCross BlueShield of South Carolina comprises more than 40 companies involved in health insurance services, U.S. DoD health program and Medicare contracts, other insurance and employee benefits services, and a philanthropic foundation that funds programs to improve health care and access to health care for South Carolinians.
Headquartered in Columbia, S.C., BlueChoice HealthPlan of South Carolina (www.BlueChoiceSC.com) also is an independent licensee of the Blue Cross and Blue Shield Association.