Delivering Efficient and Effective Customer Service for 21 Years and Counting!
SQM Group Awards VSP with World Class First Call Resolution (FCR) Certification
The SQM Group has Awarded VSP® for the 21st consecutive year, their World Class First Call Resolution (FCR) Certification. To earn this distinction VSP’s Customer Experience Center (CEC) had to ensure our agents resolved 80% or more of our Member’s and Provider’s calls with just one call into the CEC. VSP's U.S.-based call center has earned this distinction every year since 2001 and it affirms our commitment to deliver high value, low-effort service experience to our clients, members, and providers.
"Maintaining our World Class designation and high call center FCR rates for 21 consecutive years is a reflection of our commitment to deliver best in class value for our clients by providing a positive servicing experience for their consumers," says CEC Director Joshua Dart. "VSP is proud to be recognized for delivering accurate and complete information to our members during the first call, saving our customers time and improving their experience with their vision coverage."
The SQM Group's announcement also noted that VSP won additional awards for:
- Highest Customer Experience in the Insurance industry
- Highest (call center) Employee Experience in the Insurance industry
- VSP has earned both industry-specific distinctions every year since 2018
What makes these awards stand out is that they are an independent certification based on what our actual members and providers have to say about their experience contacting the VSP CEC. This certification differentiates VSP in the marketplace and shows our current and future clients that VSP is dedicated to delivering an unmatched experience. Further, the Employee Experience awards show our clients that we start by ensuring our agents are adequately trained and supported, and as such are equipped to deliver an efficient and effective World Class Experience for their employees (our members). This gives them the confidence to know that if they have a question or concern it will be addressed and resolved with just one call.
SQM recognizes organizations with outstanding customer and employee experience performance and are considered North America’s most prestigious and sought-after contact center industry awards. SQM benchmarked over 500 leading North American contact centers for 2022 and surveyed a minimum of 800 customers about their contact with the organization to understand their satisfaction with the service. SQM has been conducting customer and employee experience benchmarking studies since 1996.
We know that excellence in customer care translates to higher HEDIS and CAHPS ratings and fewer pain points for your business. If you want a partner that is continually exceeding industry standards for customer service, contact VSP today.