VSP Vision Care call centers achieve World Class performance

VSP earns recognition for 11th consecutive year by Service Quality Measurement Group

Rancho Cordova, Calif., January 8, 2013 – For the 11th consecutive year, the call centers of VSP® Vision Care (VSP), the nation’s largest not-for-profit eyecare benefits and services provider, has achieved Service Quality Measurement Group, Inc. (SQM)’s World Class performance recognition.

Additionally, VSP has been recognized with the following awards:

  • Highest Customer Satisfaction by Specific Industry – Insurance (9th year)
  • Highest Customer Satisfaction by Specific Industry – Business to Business (3rd year)
  • Highest Employee Satisfaction by Industry – Insurance
  • World Class Employee Satisfaction Award (California call center)
  • Leadership Award,  Laura Costa, VSP Vision Care (2nd year)
  • Supervisor of the Year, Kimi Miller, VSP Vision Care

“VSP Vision Care’s goal is repeatable excellence,” said Laura Costa, chief operating officer, VSP Vision Care. “This recognition helps validate our achievements for customer satisfaction, first call resolution and leadership effectiveness in the service industry.”

Mike Desmarais, President of the SQM Group recognized Costa with a Leadership Award for outstanding leadership and guidance in driving first call resolution in a call center. This is the second time SQM has honored Costa with an award.

“Laura Costa is the epitome of leadership,” said Desmarais. “She empowers her management team to work together to come to the best solution. Delivering high quality, repeatable service has been Laura’s lasting vision over the years and is core to VSP’s successful service model.”

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 2012. World class call criteria for SQM 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 (CSR). Ninety-three percent of CSRs at VSP are certified as World Class compared to an average of 49 percent throughout other call centers across the service industry. Additionally,100 percent of call center supervisors at VSP are certified as World Class.

Supervisor of the Year award criteria includes that 75% or higher of the calls surveyed are at the world class call level. A world class call is based on the customer's call being resolved, and the customer has an overall very satisfied rating with their call center experience and the customer service representative.

SQM benchmarked over 450 leading North American call centers from October 1, 2011 to September 30, 2012. 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.


About VSP Global

VSP Global® includes VSP Vision Care, the largest not-for-profit vision benefits and services company in the United States with 58 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® which offers 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 $150 million in free eyecare and eyewear for more than 785,000 adults and children in need throughout the United States.





Jace Duval