VSP Vision Care Call Centers Earn Call Center World Class Certification

12th consecutive year Service Quality Management Group, Inc. recognizes VSP for excellence


Rancho Cordova, Calif., – It takes a lot of skill to listen and then take appropriate action. Try listening to more than 7 million calls a year - that’s equivalent to more than 19,000 calls a day. Resolving an inquiry with the customer being highly satisfied with the outcomes is not an easy task on any given day. But to do it every day and be recognized for your excellence for 12 consecutive years?

The call centers of VSP® Vision Care (VSP), a not-for-profit and the nation’s largest eyecare benefits and services provider, consistently take care of customer needs in the highest possible way, which is why VSP’s call centers achieved 2013 Call Center World Class Certification by Service Quality Management Group, Inc. (SQM). This is the 12th year in a row VSP has been recognized by SQM.

To achieve World Class status, a call center must perform at 80 percent “top box” satisfaction level or higher, among other criteria. VSP call centers, which are located in Rancho Cordova, California and Columbus, Ohio, are attaining 91 percent satisfaction rates, which exceed the average SQM world class call center benchmark.

“It is always rewarding when our customers acknowledge the world-class service we provide,” said Kathy Rodine, vice president, VSP Customer Care. “All of our employees believe 100 percent in our mission to ‘help people see,’ which they translate into supporting our customers each and every day.”

Rodine continued, “Whether it is an eye care provider or a VSP member, we strive to resolve every customer’s inquiry quickly, thoroughly and with complete satisfaction.” 

“VSP call center performance continues to be a model for how to provide world class customer service and support,” said Sarah Kennedy, Partner and SVP with SQM. “It is clear that VSP is focused on serving their customers consistently at a very high level.”

In addition to the World Class Call Center Certification, SQM also recognized VSP for the following:

  • Call Center of The Year Award Finalist
  • Call Handling Real-Time Support Queue Finalist
  • Highest Customer Service for the Insurance Industry
  • Highest Customer Service for the Business to Business Industry

Read two real-life experiences with VSP Vision Care Call Center employees here.

SQM benchmarked over 450 leading North American call centers for the period of January 1 to December 31, 2013. For SQM’s Call Center Certification Program, SQM telephone surveyed a minimum of 800 customers within 2 business days of their call to the call center to understand their satisfaction with their service experience. Call Center World Class Call Certification is achieved when 80 percent or higher of the calls are at the world class level for 6 months or more in 2013.

# # #

About VSP Global

VSP Global® unites industry-leading companies to bring high quality, high fashion eyewear, customized lenses and ophthalmic technology to help people see across the globe. VSP Global companies include not-for-profit VSP® Vision Care, the largest vision benefits and services company with more than 64 million members and a network of 30,000 eye doctors in the U.S., Australia, United Kingdom and Canada; Marchon® Eyewear Inc., the 3rd largest manufacturer, designer and distributor of quality fashion and technologically advanced eyewear in the world; Eyefinity ®, the largest premier practice management software company for the eyecare industry; VSP Optics Group, industry leaders in new lens technologies, production processes, service and logistics; and a recently announced new line of business which is focused on developing tools and solutions that both address current and future consumer demands and help eyecare providers become more competitive retailers. VSP Global companies operate in 100 countries on 6 continents.





Eric Murray