Standard Operating Procedures Case Studies


2018 CX Best Practice Award Winner – Standard Operating Procedures – – Blue Cross Blue Shield of Massachusetts

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.

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

Read their award-winning CX Best Practice story to learn how they have improved CX performance by integrating first call resolution into every aspect of their business, involving everyone from the CEO down. Discover details about how they gave their representatives the tools and training on how to redirect members to resolve their issues, and make calls on the members behalf to achieve high levels of FCR and CX performance.

2017 CX Best Practice Award Winner – Standard Operating Procedures – Genworth

Standard Operating Procedure – Genworth Best Practice Award Winner

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.


Genworth sets the industry standard with its award-winning customer service. This extraordinary performance is not possible without the commitment of knowledgeable, passionate employees who work to meet customer needs. To maintain this level of excellence, standardized processes and procedures are in place to provide support to each of the company’s three lines of business: Long Term Care (LTC), Life Insurance, and Annuities.

Read their award-winning best practice case study about how their standard operating procedures (SOPs) equip customer service representatives (CSRs) to do their jobs well by reducing variation, supporting management and other operations, and ultimately impacting customer experience.

2016 CX Best Practice Award Winners – Standard Operating Procedures – Genworth and PerformRx

Standard Operating Procedure – Genworth Best Practice Award WinnerStandard Operating Procedure – PerformRx Best Practice Award Winner

Criteria: This award recognizes an organization that has demonstrated a best practice which helped improve, maintain, or provide a positive CX.


Genworth is a Fortune 500 financial services company providing financial security and protection through our Mortgage Insurance and Long Term Care Insurance businesses. Our purpose is to help families achieve the dream of homeownership and address the financial challenges of aging. We issued our first life insurance policy in 1871, our first annuity contract in 1928, and our first long-term care insurance policy in 1974. Today, nearly 4 million customers rely on Genworth's U.S. Life Insurance companies.

Genworth’s SOP best practices exceed industry-average. Our SOP Tracker is unique in that it is web-based, allowing us to generate reports that run automatically on a customized schedule. The reports are used to monitor progress and collect data. The use of screenshots and process maps sets us apart from our peers, adding a visual element to accommodate various learning styles. When we convert our SOPs into PDFs, we utilize the bookmarking feature to provide quick and easy access to the information within the document. Since SOPs are prioritized by the business, not our team, we are able to meet business needs in a timely fashion. These elements of our process differentiate us in the industry by equipping our representatives with the tools needed to provide First Call Resolution (FCR) and/or One Contact Resolution (OCR). Successfully executing this initiative reduces variation and inconsistencies among our processes. This guarantees a seamless transfer of information, from technical writer to representative, and from representative to customer, resulting in a positive customer experience. Following our processes of creating and updating documentation enables Genworth to make and keep promises to our customers every day.


Throughout 2016, the PerformRx Operations Quality Program has been able to measure the effectiveness of certain practices on customer satisfaction (Csat), first-call resolution (FCR), and the call handling quality performance of our associates. These measurements were made possible by using Voice of the Customer (VoC) data from SQM and our own quality performance data. Our success with measurement has led to an increase in best practices and an expansion and refinement of our Standard Operating Procedures (SOPs). In addition, our success has allowed us to diversify and increase our book of business while efficiently and reliably standardizing our SOPs and the flow of information. This flow reaches from our associates all the way out to our external clients.

To rise to this challenge, we have been developing our SOP Standardization and Expansion Program since the beginning of 2015. Initially, our SOPs were developed for our Medicare Clients in response to federal regulations which resulted in heavy financial penalties if we were noncompliant. As we added clients outside of Medicare, we had to create new SOPs to deliver PBM services to companies with different requirements and less stringent regulations. To date, we have expanded to 23 clients, providing a range of pharmacy services for Medicare, Medicaid, and Commercial members. Our clients have access to their plan specific SOPs via SharePoint so that they can have immediate self-service access to sign-off on policies.

2015 Contact Center FCR Best Practice Award Winner – Standard Operating Procedures – FedEx

Standard Operating Procedures – FedEx Best Practice Award Winner

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.

FedEx provides so much more than package delivery - we're in the business of serving customers. In fact, we have 300 Customer Representatives serving our customers 24x7 to provide tracking, pick-ups, location information, new account set ups and payment. And with our contact centres engaging in millions of calls and digital interactions every year in Toronto, Montreal and Vancouver, it's imperative that at FedEx we provide excellent service in a consistent way. But because our very business is built upon serving our customers both within and beyond Canada's borders, we need to ensure that our service is consistent regardless of location.

To make this happen, FedEx relies heavily on the use of Standard Operating Procedures (SOPs) in all aspects of our business. These SOPs help ensure our customers experience a consistent approach to dealing with issues and reduce the chances of errors or omissions. To make sure the SOPs achieve the end goal of ensuring stellar customer experience, we have created a number of metrics with Key Performance Indicators (KPIs) to help translate and synthesize our Voice of Customer feedback. Not only do these KPIs allow us to monitor customer experience, it enables us to further improve every customer touch point.