Blue Cross and Blue Shield of Kansas (BCBSKS) has once again been honored as a national leader in customer service, securing the Call Center of the Year award from SQM Group for the fourth year in a row. This prestigious recognition highlights their excellence in delivering world-class customer experiences.
Awards and Recognitions
In addition to the top honor, BCBSKS received several other accolades:
- Call Center World Class First Call Resolution (FCR) Certification
- Highest Email Customer Service
- Highest Employee Experience for the Contact Center Industry
- World Class Employee Experience
- Customer Service Representative of the Year Finalist – Heather Hayes
As a not-for-profit health plan, BCBSKS is deeply committed to its members and local communities. Holly Graves, Vice President of Operations, shared, “This recognition is a testament to the care and commitment our staff bring to every single member interaction.”
Heather Hayes, a Customer Experience Written Specialist, emphasized the emotional aspect of their work: “I have talked to members on the worst and best days of their lives. Being able to put their fears to rest or celebrate with them makes me proud.”
The SQM Group’s awards are among the most prestigious in the North American contact center industry, recognizing excellence in First Call Resolution (FCR), Customer Experience (CX), and Employee Experience (EX).
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