BCBSKS Receives Customer Experience Awards of Excellence

Blue Cross and Blue Shield of Kansas (BCBSKS) is proud to announce they are the recipient of SQM’s 2020 Contact Center Industry Customer Experience Award(s) of Excellence, as follows:

Call Center of the Year Award Finalist

Call Center World Class First Call Resolution (FCR) Certification

Highest Email Customer Service Award

Highest Employee Experience for the Contact Center Industry Award

Most Improved Employee Experience Award

Highest Work from Home Employee Experience Award

World Class Employee Experience Award

Customer Experience Representative of the Year Finalist – Alassa Gevanni

World Class recognition for 26 BCBSKS customer experience representatives

World Class recognition for nine supervisors and assistant supervisors

Alassa Gevanni, Customer Experience Representative of the Year Finalist, knows that health insurance and coverage information can be difficult to understand, and she works hard to ensure she can relate to her customers with empathy and a kind word.

“We must be aware of and acknowledge that many people become frustrated and confused by their insurance policy. For people who work in our industry, it is easy to understand the way insurance works. For our members, it is a much more difficult task,” Gevanni said. “When a member contacts us, they are often facing a difficult time in their lives. They deserve a customer experience representative who will go above and beyond in helping them understand their insurance while treating them with compassion.”

For Holly Graves, BCBSKS vice president operations and CMS programs, these awards are a reminder of the important work of call center staff.

“Customer experience is at the heart of everything we do. If our members reach out to us with questions and we do not answer them clearly, we are not doing our jobs well,” Graves said. “Seeing so many of our team recognized for their efforts is truly rewarding and shows that the work we are doing truly does make a difference.”

SQM’s FCR Customer Experience awards are considered the most prestigious and sought-after in the North American contact center industry and recognize organizations that have demonstrated excellence for Customer Experience (CX), Employee Experience (EX), and FCR Best Practices. On an annual basis, SQM conducts over 500 FCR studies with leading North American companies.