News : UPMC Health Plan Earns Call Center Certification Again
Pittsburgh, PA Oct. 28, 2014 -- UPMC Health Plan has once again been recognized for contact center excellence under the J.D. Power 2014 Certified Contact Center Program(SM).
This is the fourth time since 2009 that UPMC Health Plan has earned call center certification, having previously done so in 2009, 2011, and 2012. UPMC Health Plan earned the distinction through a combination of voice-of-the-customer feedback and other relevant measures, including a rigorous on-site evaluation of customer service processes.
"UPMC Health Plan is proud to have earned this prestigious distinction once again because it is only awarded to companies that provide the highest levels of customer service," said Diane P. Holder, President and CEO of UPMC Health Plan. "Earning this shows that our focus remains on our members and on delivering to them quality, affordable care."
The J.D. Power website describes the certification program as sending, "a clear and unequivocal message" that a call center is "focused on providing the highest levels of customer satisfaction, is process-oriented and professionally managed."
"Congratulations to UPMC Health Plan on earning this rigorous J.D. Power certification, which demonstrates a strong commitment to provide an outstanding customer experience with their live phone channel," said Mark Miller, senior director, J.D. Power. "Our research shows that UPMC Health Plan excelled in getting clients to a representative quickly and then demonstrated courtesy upon connecting with the representative."
Posted by Veronica Silva Cusi, news correspondent
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About UPMC Health Plan:
UPMC Health Plan, the second-largest health insurer in western Pennsylvania, is owned by UPMC, one of the nation''s top-ranked health systems.
About J.D. Power and Associates:
Established in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm's services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends.
Published: Wednesday, October 29, 2014
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