PROVIDENCE – The Service Quality Measurement Group has recognized Blue Cross & Blue Shield of Rhode Island with a “Call Center World Class Call Certification” for the health insurer’s member call center operations.
The certification recognizes companies that perform and maintain at the top performance level for six months or more, Blue Cross said. Call centers are evaluated based on how frequently the issue over which the customer called is resolved; how satisfied customers are with their call center experience, and how customers rate the call center based on five other key customer service metrics.
The recent honor marked the second year in a row that Blue Cross has received this award.
SQM recognizes excellence in customer and employee satisfaction for the call center industry, benchmarking with more than 350 call centers each year. Participating centers get rated by surveying 200 to 400 customers within three days of interaction with a particular call center to gauge satisfaction levels.
Blue Cross & Blue Shield of Rhode Island is an independent licensee of the Blue Cross and Blue Shield Association. Additional information is available at www.bcbsri.com.
