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News : Member, Account, and Provider Service Team at Blue Cross Blue Shield of Massachusetts Honored for Call Center

#contactcenterworld, @sqmgroup_

Boston, MA, USA, March 30, 2021 -- Blue Cross Blue Shield of Massachusetts ("Blue Cross") is the proud recipient of four awards from SQM Group, a provider in North America for helping call centers improve first call resolution and customer experience.

"Our service team never ceases to amaze me," said Rich Lynch, chief operating officer at Blue Cross. "Their dedication to our members combined with their commitment to innovation and continuous process improvement result in Blue Cross providing a consistently exceptional consumer experience."

Blue Cross' Member, Account, and Provider Service team will receive two World Class Call Center certifications and two Customer Experience Best Practice awards. One of the best practice awards was created this year to specifically to recognize innovations the company implemented to ensure it meets its first call resolution (FCR) goals.

FCR is a key benchmark for customer service centers and measures the percentage of customer issues or concerns that are solved during the customer's first contact with the service center.

"SQM is incredibly proud to announce Blue Cross Blue Shield of Massachusetts as winner of our inaugural First Call Resolution Measurement Best Practice award," said Nader Ghattas, SQM Group's chief customer experience officer. "This award represents a commitment to drive an enterprise-wide accountability to First Call Resolution through a validated best practice of how FCR is measured and its importance at all levels of the organization."

Blue Cross also received SQM Group's Customer Service Representative Training Best Practice award, which recognized the company's ability to pivot from an in-person to an all-virtual training program in response to pandemic driven office closures.

"This has been one of the most challenging years in our history," said Ryan O'Donnell, vice president of member, account, and provider service at Blue Cross. "Yet our team was able to quickly adapt, evolve and develop training and measurement solutions to ensure that we continued to meet the needs of our customers and members."

World Class Call Center Certification

Blue Cross' retail sales and retention team, which assists individuals with finding the right health plan, and the company's contact center partnership with Express Scripts International, which serves members with the Blue Cross pharmacy benefit, were both certified as world class call centers for FCR.

The certification is presented to organizations that achieve a FCR rate of 80% for three straight months. The retail sales and retention team has earned world class certification for five years in a row, while Express Scripts Blue Cross partnership has been recognized as world class for the last three years.

#contactcenterworld, @sqmgroup_

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About BCBSMA:
Company LogoBlue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We are committed to the relentless pursuit of quality, affordable and equitable health care with consumer experience. Consistent with our promise to always put our members first, we are rated among the nation's best health plans for member satisfaction and quality.
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About SQM Group:
Company LogoService Quality Measurement Group is a service quality benchmarking, measurement and management consulting firm.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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Published: Wednesday, March 31, 2021

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2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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