VSP Vision Care Wins Call Center of the Year
October 08, 2009
Achieves World Class Certification Title Eighth Consecutive Year
Rancho Cordova, Calif., October 8, 2009 – VSP® Vision Care, the nation’s largest eyecare benefits provider, has received Service Quality Measurement, Inc.’s (SQM) “World Class Certification” award for the eighth consecutive year. Even more significant is SQM awarding VSP Vision Care “Call Center of the Year Award” for the second year running. Call Center of the Year is based on having the highest combined customer and employee overall very satisfied rating.
Laura Costa, VSP Vision Care’s Vice President of Customer Care, expressed her sense of accomplishment: “Our fabulous leadership team contributed to this win by staying focused on results, honoring teamwork and looking for opportunities to improve our service and efficiency. These awards are especially remarkable in that all the SQM customer surveys were conducted during really tough economic times.”
In addition to “World Class Certification” and “Call Center of the Year,” SQM recognized VSP Vision Care with the following awards:
- Highest Customer Satisfaction for the Insurance Industry (4th year)
- Highest Employee Satisfaction for the Call Center Industry (2nd year)
- Highest Employee Satisfaction for Insurance Industry (4th year)
- World Class Employee Satisfaction (2nd year)
“The awarding of the SQM honors demonstrates that VSP sets the standard for excellence in service and employee satisfaction across the globe. I consider this one of the most important distinctions that VSP achieves,” stated Rob Lynch, CEO of VSP Global.
SQM benchmarks over 400 leading international call centers with more than one million surveys on an annual basis. SQM contacts customers within two business days of their call to understand their service experience. SQM also surveys over 25,000 employees, at least 100 employees per call center, to understand their satisfaction with working in their center.
About VSP Global
VSP GlobalSM is composed of a complementary group of leading companies, all working together to meet and exceed today’s eyecare professionals’ business needs. The companies include VSP® Vision Care, the largest not-for-profit vision benefits and services company in the United States; Marchon® and Altair®, cutting-edge manufacturers, designers, and distributors of quality fashion and technologically advanced sunwear and eyewear; Eye Designs, a leader in the design of custom interiors and merchandising systems for the optical industry; Eyefinity®OfficeMate®, innovative e-commerce and practice management solutions, and electronic medical records software; and VSP Optics Group, offering ophthalmic products and providing technologically advanced lab services. VSP Global, combining the strength and expertise of each of these companies, offers a choice of integrated eyecare and eyewear programs and services that enhance eyecare professionals’ ability to deliver the best patient experience and build a thriving business.
Since 1997, VSP has provided more than 553,000 low-income, uninsured children with free eyecare. Through relationships including those with the American Diabetes Association and Prevent Blindness America, VSP promotes the importance of annual eye exams for maintaining eye health and overall wellness.