Blue Cross and Blue Shield of Kansas recognized as Call Center of the Year
Blue Cross and Blue Shield of Kansas (BCBSKS) has been recognized as a national leader in customer service, earning the prestigious Call Center of the Year award from SQM Group for the fourth consecutive year. The honor, part of SQM’s Call Center Customer Service Industry Awards, recognizes excellence in delivering world-class customer experiences.
In addition to Call Center of the Year, BCBSKS was also awarded:
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 – Heather Hayes
As a Kansas-based company operating as a not-for-profit health plan, BCBSKS believes in prioritizing their members and local communities.
“This recognition means the world to our team and is a testament to the care and commitment our staff bring to every single member interaction,” said Holly Graves, Vice President of Operations and Chief Operating Officer of Government Programs. “We don’t just answer questions – we walk alongside our members as they make decisions that impact their health, their families and their futures.”
For Heather Hayes, Customer Experience Written Specialist, these awards reflect the dedication of its customer service team, who support members as they navigate the complexities of health care – often during some of life’s most challenging and important moments.
“I have talked to members on the worst and best days of their lives. Being able to put their fears to rest and take something off their plates, or even celebrate with them, really makes me proud of the work I do,” said Hayes.
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.
