Blue Cross and Blue Shield of Kansas recognized as Call Center of the Year
Blue Cross and Blue Shield of Kansas (BCBSKS) is proud to announce they are the recipient of SQM’s 2023 Contact Center Industry Customer Experience Award(s) of Excellence, as follows:
Call Center of the Year
Call Center World Class First Call Resolution (FCR) Certification
Highest Email Customer Service
Highest Employee Experience for the Contact Center Industry
World Class Employee Experience
Customer Service Representative of the Year Finalist – Ruby Albrecht
First Call Resolution Leadership Winner – Laurie Stratton
BCBSKS is receiving the Call Center of the Year award for the third year in a row, showcasing one of the key reasons members continue to use BCBSKS for their health insurance needs.
“At Blue Cross and Blue Shield of Kansas, our employees truly care about the members we serve. We are Kansans serving Kansans – our members are our friends and neighbors, and our staff truly treat them as such,” said Holly Graves, Vice President of Operations and Chief Operating Officer of CMS Programs. “Our Customer Service team plays an integral role in helping members navigate an extremely complex health care system during some of the biggest moments of their lives and we are so proud of their commitment and dedication.
Laurie Stratton, Director of Customer Service, was recognized as the winner of the First Call Resolution Leadership award, one that celebrates those who lead by example and prioritizes the member and their experience.
“This award is a testament to the impact my team has on our members. Everything we do is for our members. We don’t seek to win awards – it just so happens what we do earns them,” said Stratton. “If you ask me, we do what we do because of the people. Taking care of each other, our members, is our greatest responsibility and honor.”
SQM’s Call Center Customer Service Industry Awards are considered the most prestigious and sought-after in the North American contact center industry and recognize organizations that have demonstrated excellence for FCR, Customer Experience (CX), Employee Experience (EX), and FCR Best Practices. On an annual basis, SQM benchmarks over 500 leading North American call centers annually. SQM recognized the award winners last week at an awards gala dinner at the SQM Call Center Industry CX Conference.
