Security Health Plan Earns Three Service Quality Awards of Excellence
Tuesday, June 12th, 2018 -- 7:59 AM
-Security Health Plan of Wisconsin, Inc., earned three Service Quality Awards of Excellence at the 2017 SQM Contact Center Industry Awards in Vernon, British Columbia, on May 24.The awards accepted were Best Practice Continuous Improvement, Contact Center World Class Certified and Health Care Industry Highest Customer Service. The Customer Service Department at Security Health Plan began implementing member call surveys in 2015 with the help of SQM. SQM is a leading North American research firm that assists companies with improving customer experience. The company benchmarks over 500 contact centers annually and has been conducting customer experience surveys since 1996. SQM outreaches to Security Health Plan members within 24 hours of their call to Security Health Plan’s Customer Service Department to complete a survey. The feedback received from members is used to improve call center operations.
To achieve the World Class Customer Experience certification, the Security Health Plan team needed a minimum of 80 percent of members to have their call resolved on their first call for a period of at least three consecutive months. In 2017 Security Health Plan was the Best in Health Care for first call resolution at 82 percent. The Customer Experience Best Practice Award recognizes organizations that have demonstrated improvement or helped maintain high customer experience and first call resolution. Many of the improvements Security Health Plan has implemented are a result of customer feedback received on call surveys.
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