Blue Cross VT Earns Awards for Excellence in Customer Service
Our Customer Service Call Center was recently awarded 2024 Call Center of the Year among small and mid-sized organizations.
Berlin, VT – Blue Cross and Blue Shield of Vermont’s (Blue Cross VT) Customer Service Call Center was recently awarded 2024 Call Center of the Year among small and mid-sized organizations by Service Quality Measurement Group (SQM). Blue Cross VT’s Customer Service Call Center was chosen among 500 North American call centers for the first-place award.
“This certification reflects both the achievements of our Customer Service Team and the entire organization’s commitment to member experience”, said Don George, Blue Cross VT’s President and CEO. “We are grateful for the opportunity to provide health coverage and support for over 240,000 Vermonters, and we appreciate the recognition of our efforts to provide them with world class service.”
Our employees are the true reason for this recognition. In addition to the Call Center of the Year Award, three Blue Cross VT call center employees were included in the SQM awards. Lindsay Segale, who has worked for Blue Cross VT for 10 years and is from Montpelier, was named as a finalist for Supervisor of the Year. Michelle Leduc of Williston and Terry Lyn Bicknell of Barre were named as finalists for Customer Service Representative of the Year. We applaud each of them for their commitment to serving our members.
“We take immense pride in our interactions with our members at Blue Cross,” said Janalee Willett, Blue Cross VT Customer Service Director. “The goal of our Customer Service team is to make our members’ health care journey as simple as possible. We take every call as an opportunity to connect with our members in a positive and informative way while solving the problem that led to the call. When our members have a health care question or a challenge, we have a dedicated team of Vermonters standing by locally to help them through it.”
Blue Cross and Blue Shield of Vermont’s Berlin-based customer service call center handles more than 170,000 calls a year. Call center representatives are committed to creating positive member experiences and are ranked in the top 25 percent of the 500 leading North American call centers that SQM surveys. Blue Cross of Vermont was also recognized by SQM for:
- Call Center World Class First Call Resolution Certification
- World Class Employee Experience
- Most Improved Employee Experience
- Highest Employee Experience - Health Care Industry
These awards highlight the Blue Cross VT’s Customer Service team’s excellence and the organization’s dedication to delivering exceptional experiences for our members. The recognition marked the third time that Blue Cross VT has been awarded Call Center of the Year under the SQM Awards Program.
Since 1998, SQM’s Call Center Customer Service Industry Awards have recognized top-performing call centers and employees for First Contact Resolution, Customer Satisfaction, Employee Satisfaction, and Best Practices. SQM Group is a nationally recognized leader in call center quality assurance and customer experience analytics and annually benchmarks over 500 leading North American call centers. SQM’s world-class call customer satisfaction certification program is designed to determine if call centers, managers, and customer service representatives are performing at the world-class call customer satisfaction performance level.
About Blue Cross and Blue Shield of Vermont
Blue Cross and Blue Shield of Vermont is a local, not-for-profit health plan. For over 40 years, the company has been enhancing the health and well-being of the Vermonters we serve by offering innovative plans to individuals, older Vermonters, and businesses. Our employees are dedicated to developing new ways to support high-quality care, programs and events that promote wellness. Blue Cross and Blue Shield of Vermont is a licensee of the Blue Cross and Blue Shield Association.
