VSP Global Call Centers Recognized for World Class Customer Service for Record 15th Year

Centers Receive More Than 7.5 Million Calls with 99 Percent Satisfaction

SQM Pic

Rancho Cordova, Calif. — VSP® Vision Care, a VSP Global®  company, and the largest and only national not-for-profit vision benefits provider, has once again been recognized for delivering excellent customer service by Service Quality Measurement (SQM). For the 15th consecutive year, VSP’s call centers received Contact Center World Class Certification from SQM. The honor is shared with VSP Global’s Marchon Eyewear Inc., one of the world’s largest manufacturers and distributors of quality eyewear and sunwear.

Each year SQM conducts surveys of customers and employees of more than 500 North American contact centers. To achieve World Class status, among other criteria, a call center must perform at 80 percent “top box” satisfaction level or higher.  In 2016, VSP Vision Care performed at 88 percent, while the average World Class Call Centers trailed behind at 82 percent.

A world class call is one where the customer indicates:

  • Their call was resolved on the first call
  • They were very satisfied with the call center
  • They were very satisfied with the Customer Service Representative (CSR)

“For over 15 years, VSP has received numerous awards for achieving the highest levels of distinction including World Class First Call Response (FCR) certification, Call Center of the Year, winner of several best practice awards in the contact center industry, and the highest FCR, customer satisfaction, and employee satisfaction performance for the insurance industry,” said Mike Desmarais, CEO & Founder of SQM Group. “This is a significant achievement as their award winning performance is judged by the voice of their customers and employees – and they just keep getting better every year! Their long-standing sustained level of world class performance year-over-year truly differentiates VSP as the gold-standard for what customer and employee experience should look like within an organization. We are very proud to recognize VSP for their outstanding commitment to providing world class customer experiences. Congratulations VSP!”

In addition to the World Class FCR Certification, SQM recognized VSP Vision Care for the following:

  • Contact Center of the Year Finalist
  • Contact Center FCR Best Practice - CSR Call Handling
  • Highest Customer Service - Insurance Industry
  • Highest Employee Satisfaction - Insurance Industry
  • Highest Work from Home Employee Satisfaction
  • World Class Employee Satisfaction

“Our representatives receive up to 80 calls each day, and the fact that more than 99 percent of those inquiries are resolved in the same day just goes to show the dedication behind ensuring each call is treated as a top priority,” said Kathy Rodine, Vice President of VSP Customer Care.

View our ‘Behind the Line’ infographic to get a snap shot of the VSP contact center process and what goes into delivering a world class experience.

VSP and Marchon will accept their awards at SQM’s 18th Annual Contact Center Industry Conference held in Vernon, British Columbia on May 2-5, 2017.

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About VSP Global

VSP Global® unites industry-leading businesses to bring the highest quality eye care and eyewear products and services to help people see across the globe. Operating in more than 100 countries on six continents, VSP Global businesses include not-for-profit VSP® Vision Care, the leading provider of vision care and coverage with more than 82 million members and a network of 37,000 eye doctors worldwide; Marchon® Eyewear, Inc., one of the largest global designer manufacturers and distributors of quality, high-fashion, and technologically advanced eyewear and sunwear; VSP Optics Group, industry leaders in new lens technologies, production processes, services and logistics; Eyefinity®, the largest EHR and premier practice management software company for the eye care industry; and VSP Omni-Channel Solutions, which creates connected experiences that delight consumers and strengthen their relationship with their eye care provider.

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