January 11, 2013
SQM Group Pats VSP Vision Care on the Back
By Mini Swamy
It’s been raining awards for VSP Vision Care, touted as the national leader in vision and eye care benefits offering vision insurance and plans for individuals and businesses. Its consistency in excellence, customer satisfaction and leadership has led Service Quality Measurement Group, Inc. (SQM) to recognize its call centers yet again for world-class performance.
"VSP Vision Care's goal is repeatable excellence," said Laura Costa, chief operating officer, VSP Vision Care. "This recognition helps validate our achievements for customer satisfaction, first call resolution and leadership effectiveness in the service industry."
In addition, except for a small 7 percent, customer service reps at VSP were certified as world-class and compared well with the national average existing in other call centers across the service industry.
Over 450 leading North American call centers were surveyed from October 1, 2011 to September 30, 2012, and almost 20,000 VSP customers were surveyed during the yearlong period as part of the certification program.
For 11 consecutive years, VSP’s call centers have been in the limelight, and not without reason. It has succeeded in being acknowledged as a company that delivers the highest level of customer satisfaction for nine years in a row, and in turn employee satisfaction – both with specific reference to the insurance industry.
In addition, it walked away – for the third year in a row – with the award for delivering the level of highest customer satisfaction in the B2B sector and a world-class employee satisfaction award for its Californian call center.
Costa herself was honored by Mike Desmarais, president of the SQM Group, with a Leadership Award for outstanding leadership and guidance in first call resolution. She received the award for the second time.
"She empowers her management team to work together to come to the best solution. Delivering high quality, repeatable service has been Laura's lasting vision over the years and is core to VSP's successful service model," added Desmaris.
Call center supervisors were rated as world class, and Kimi Miller, VSP of Vision Care, was declared supervisor of the year. A large majority of the calls have been at the world-class level for more six months or more in 2012, customers’ calls have been resolved, while customer experience and customer service received an overall satisfied rating.
All these awards are perhaps justified, as call centers that can satisfy employees and customers produce outstanding leaders and supervisors do deserve recognition.
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Edited by Braden Becker