Service Quality Measurement announces VSP Vision Care call centers achieve tenth consecutive year of World Class performance

Rancho Cordova, Calif., November 11, 2011 – The call center of VSP® Vision Care, the nation’s largest not-for-profit eyecare benefits and services provider, has achieved Service Quality Measurement, Inc. (SQM)’s World Class performance recognition for the tenth consecutive year. VSP has also been named a 2011 “Call Center of the Year” finalist and was recognized with the following awards:
  • Highest Customer Satisfaction by Specific Industry – Insurance (8th year)
  • Highest Customer Satisfaction by Specific Industry – Business to Business (2nd year)
Call Center World Class Call Certification is based on the criteria that 75 percent or higher of the calls are at the world class level for six months or more in 2011. SQM’s world class call criteria is based on the customer’s call being resolved, the customer has an overall very satisfied rating with their call center experience and the customer service representative.
 
“Call Center of the Year” is based on having the highest combined customer and employee overall very satisfied rating. The “Call Center of the Year” winner will be announced at SQM’s Call Center Industry 2011 Conference on November 17 in Toronto.
 
“VSP Vision Care continues to set the global standard for excellence and customer satisfaction,” said Laura Costa, chief operating officer, VSP Vision Care. “This year’s awards are a testament to the amazing teamwork, focus and dedication that our Call Center team strives to achieve every day as we aim to provide our customers with the best experience possible. Additionally, we reached a new milestone this year as 95 percent of our agents have achieved World Class certification.”
 
SQM benchmarked over 450 leading North American call centers from October 1, 2010 to September 30, 2011. For the Call Center Certification Program, SQM contacts a minimum of 800 customers within two business days of their call to the call center to understand their service experience. Nearly 20,000 VSP customers were surveyed during the yearlong period as part of the certification program.
 
“VSP has a long history of consistently establishing a high standard for call centers across the globe,” said Mike Desmarais, president and founder, SQM. “We are proud to announce them as winners of several awards again this year, along with achieving world class performance for the tenth consecutive year. Our extensive survey process as part of the certification program helps to recognize the absolute best call centers in the business, which VSP’s call center has consistently been among for many years.”
 
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About VSP Global
VSP GlobalSM includes VSP Vision Care, the largest not-for-profit vision benefits and services company in the United States with 55 million members; Marchon® Eyewear Inc., one of the world’s largest manufacturers, designers and distributors of quality fashion and technologically-advanced eyewear and sunwear; Eyefinity®/Officemate® which offer innovative solutions and the premier management software and technology to improve overall practice management and patient experience; VSP Optics Group, industry leaders in new technologies, production processes, service and logistics.  

To date, through VSP community outreach programs such as VSP Mobile Eyes® and Sight for Students®, and through relationships including those with the American Red Cross and Prevent Blindness America, VSP has invested more than $140 million in free eyecare and eyewear for more than 730,000 adults and children in need throughout the United States.

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