Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

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.

....NOTE - content continues below this message


We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!



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

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.
Company RSS Feed   Company Profile Page

About SQM Group:
Company LogoService Quality Measurement Group is a service quality benchmarking, measurement and management consulting firm.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Employees

Read today's tip or listen to it on podcast.

Published: Wednesday, March 31, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =