Escalation CSR Support Case Studies

 

2017 CX Best Practice Award Winner – Escalation CSR Support – Regence Blue Cross and Blue Shield Plans (Idaho, Oregon, Utah & select counties of Washington State)

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

Cambia Health Solutions is dedicated to transforming health care. We are a family of over 20 companies working together to make the health care system more economically sustainable and efficient for people and their families. Our solutions empower more than 70 million Americans nationwide.

Cambia has six health plans in four states in the Pacific Northwest that provide insurance to more than 2 million people with a top rating in FCR in the BlueCross BlueShield Association. Through bold thinking and innovative technology, Cambia delivers solutions that make high-quality health care more available, affordable, and personally relevant for people.


2015 Contact Center FCR Best Practice Award Winner – Escalation CSR Support – Blue Cross Blue Shield of Massachusetts

Criteria: There are 15 distinct Best Practice Awards (i.e., Omni-Channel, Web Self-Service, IVR Self-Service, Chat Channel, Quality Assurance Program, Desktop Applications, CSR Recognition Program, Career Development Program, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process, Standard Operating Practices).

These awards recognize the organizations that have demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We are committed to working with others in a spirit of shared responsibility to make quality health care affordable. Consistent with our corporate promise to always put our members first, we are rated among the nation’s best health plans for member satisfaction and quality.

Toward the end of 2013, the Member Service Department was faced with several challenges inhibiting our ability to improve First Call Resolution (FCR) results. Our managers were responsible for leading teams of 30 plus individuals with one supervisor to assist them. At the same time, we were right-sizing our staff which lead to the constant addition of new team members. All told, we added 157 new Customer Service Representatives from the 4th quarter of 2013 through the 3rd quarter of 2014. Increasingly, our leaders found themselves with major responsibilities to not only manage the day-to-day operations of the team, but to find ways to support and to develop team members.


2014 Call Center FCR Best Practice Gold Award Winner – Real-Time Support Queue – VSP® Vision Care

support queue, call center awards

Criteria: There are 10 distinct Best Practice Awards (i.e., Quality Assurance Program, Desktop Application(s), CSR Recognition Program, Career Advancement, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process).

These awards recognize the organization that has demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

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. In the U.S., VSP provides vision care to more than 68 million members with a VSP network of eye doctors more than 30,000 strong. As a full-service benefit provider, their members can receive a WellVision Exam®, great eyewear selection, and personalized care from any of their network doctors. Additionally, through VSP’s Eyes of Hope outreach programs, VSP has invested nearly $170 million in free eye care and eyewear for more than 935,000 people.

Their story covers how to successfully onboard a high volume of trainees and sustain your long history of World Class performance.