VSP Vision Care

Company Description

VSP was formed in 1955 and was the first prepaid, not-for-profit vision benefit program. VSP is dedicated to offering affordable, high-quality eye care plans that promote visual wellness and improve their members’ quality of life. As the nation’s largest provider of eye care coverage, thousands of companies rely on VSP to provide a range of vision plans. VSP’s plans meet overall eye health and wellness needs and cover advanced vision correction procedures, including surgery.

VSP Vision Care provides vision care to more than 55 million members nationwide. Their exclusive network of private-practice doctors is more than 25,000 strong. As a full-service benefit provider, their members can get a WellVision Exam®, great eyewear selection, and personalized care from any of their network doctors.

With award-winning customer service, industry-leading eyecare programs, and world-class products, VSP’s members receive personalized care and a great selection of eyewear from more than 26,000 of their preferred eyecare providers.

Call Center Description

• Call centers are open 6 days a week
• 2 call centers
• Located in Rancho Cordova, California; Columbus, Ohio
• Call center seats total approximately 350
• Serves the members and doctors with account management, eligibility, benefits and claims inquiries

SQM 2009 Awards

• Call Center of the Year (California)
• Call Center World Class Certification (California and Ohio)
• CSR Finalist for the CSR of the Year (Lisa Meredith)
• Highest Customer Satisfaction by Specific Industry - Insurance
• Highest Employee Satisfaction for the Call Center Industry (California)
• Highest Employee Satisfaction by Specific Industry - Insurance
• World Class Employee Satisfaction (California)

SQM 2008 and Prior Awards

• Call Center of the Year (California) (2008)
• Call Center World Class Certification (California and Ohio) (2008, 2007, 2006)
• CSR Finalist for the CSR of the Year (Karina Fleming, Mike Jones) (2008)
• Highest Customer Satisfaction by Specific Industry - Insurance (2008, 2007, 2006, 2005, 2004)
• World Class Customer Satisfaction (California and Ohio) (2008, 2007, 2006, 2005, 2004) (California) (2003, 2002)
• Highest Employee Satisfaction for the Call Center Industry (California) (2008)
• Highest Employee Satisfaction by Specific Industry - Insurance (2008, 2007, 2006, 2005, 2004)
• World Class Employee Satisfaction (California) (2008)
• Most Improved Employee Satisfaction (Ohio) (2005) (California) (2003)
• Service Quality Excellence (California) (2003)