VSP Global® Call Centers Awarded Top Honors in World Class Customer Service

For the fourth time, VSP® Vision Care Wins ‘Contact Center of the Year’

SQM

Rancho Cordova, Calif., March 26, 2018 —  For the 16th consecutive year, VSP Global’s call centers have been recognized for delivering excellent customer service by Service Quality Measurement Group (SQM), which awarded VSP Vision Care with its top honor as ‘Contact Center of the Year.’ In addition, Marchon Eyewear, Inc., a VSP Global company, was awarded the ‘Highest Customer Satisfaction by Industry – Business to Business’ and received ‘Contact Center World Class CX Certification’ along with its division Altair Eyewear. Criteria for the certification includes 80 percent or higher of customers getting their call resolved on the first call.

“Collectively, we received more than 14 million calls in 2017, and despite that volume, our team strives daily to treat each individual call uniquely and as a priority,” Kathy Rodine, vice president of customer care for VSP Vision Care. “These accolades are truly special to us and reinforces our work to meet the needs of our customers as quickly and as best we can.”

Each year, SQM conducts surveys of customers and employees of more than 500 North American contact centers. Customers are asked to evaluate the call center on first call resolution and their overall satisfaction. Respectively, call center representatives are asked to rank their employer on first call resolution, customer and employee satisfaction. To achieve World Class status, among other criteria, a call center must perform at ‘top box’ satisfaction level or higher, on 80 percent or more of customer surveys. The call center with the highest combined customer and employee ‘top box’ rating earns the title of ‘Call Center of the Year.

“We congratulate VSP Global and its companies, including VSP Vision Care for their remarkable commitment to setting the bar even higher for the contact center industry as to what customer and employee experience should look like within an organization,” said Mike Desmarais, CEO & founder of SQM Group. “Over the past 16 years, VSP Global has continually achieved sustained levels of world class customer experience and employee experience performance with award-winning distinction including four contact center of the year awards for VSP Vision Care, world class CX certification year-over-year, several contact center CX best practice awards, and the highest CX, FCR, and EX performance for the insurance industry. This is such a significant achievement as their award-winning performance is judged by the voice of their customers and employees.”

In addition to Contact Center of the Year, SQM recognized VSP Vision Care in the following categories:

  • Contact Center World Class CX Certification (California & Ohio)
  • Highest Customer Service, Insurance Industry
  • Highest Employee Satisfaction, Insurance Industry
  • Highest Work from Home Employee Satisfaction
  • World Class Employee Satisfaction

The awards will be accepted at SQM’s Annual Customer Experience Conference and Industry Awards held in Vernon, British Columbia on May 22-24, 2018.

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About VSP Global

As a doctor-governed company, VSP Global® exists to create value for members and opportunities for VSP network doctors. VSP Global’s complementary businesses include VSP® Vision Care, the only national not-for-profit vision benefits company, which provides access to eye care for its 88 million members around the world through a network of 39,000 eye doctors; Marchon® Eyewear, Inc., one of the world’s largest designers, manufacturers and distributors of high quality eyewear and sunwear; VSP Optics Group, industry leaders in ophthalmic technology and lab services,  providing custom lens solutions for the vision and lifestyle needs of patients; Eyefinity®, the eye care industry’s largest electronic health records and practice management software company, and VSP Retail, which creates connected consumer experiences designed to strengthen the relationship between VSP members and their eye doctors. To date, VSP network doctors have provided eye exams and eyewear at no-cost to over a million people in need through a partnership with VSP Global’s Eyes of Hope®.

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