Geisinger Health Plan earns Service Quality Measurement’s First Call Resolution Improvement Award
GHP recognized for improving member experience, achieving world class designations
DANVILLE, Pa. – Geisinger Health Plan (GHP) earned the First Call Resolution Improvement Award for 2020 from Service Quality Measurement (SQM) Group, a leading North American research firm that specializes in customer service improvement across all industries.
First call resolution is used to measure a contact center’s efficiency and effectiveness in resolving customer inquiries on initial contact. This award recognizes GHP for improving first call resolution by at least 5% over the previous year, a feat only 5% of contact centers nationwide accomplish.
“Healthcare should be easy and that starts with an excellent member experience,” said Kurt J. Wrobel, GHP president and executive vice president of insurance operations. “While this year brought many uncertainties, our members didn’t have to worry about their healthcare questions going unanswered. All they have to do was give us a call and we are here for them. That’s what family, friends and neighbors do for each other.”
SQM annually benchmarks more than 500 contact centers across all industries and has been conducting customer experience surveys since 1996. Awards and benchmarks are based on customer responses about service experience, issue resolution and overall satisfaction.
The survey also rates GHP in the top 25% of all call centers in nine categories for customer satisfaction, including percentage of calls resolved, call center satisfaction, representative satisfaction, organization-wide satisfaction and net promoter score.
SQM will recognize the 2020 Contact Center Industry Award of Excellence winners at the 22nd Annual Awards ceremony being held virtually on May 20.
Geisinger is committed to making better health easier for the more than 1 million people it serves. Founded more than 100 years ago by Abigail Geisinger, the system now includes 10 hospital campuses, a health plan with more than half a million members, a research institute and the Geisinger College of Health Sciences, which includes schools of medicine, nursing and graduate education. With more than 25,000 employees and 1,700+ employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.
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