SACRAMENTO, Calif., Nov. 14 For the sixth consecutiveyear, VSP Vision Care, the nation's largest eyecare benefits provider, hasreceived the World Class Customer Satisfaction Award from Service QualityMeasurement Group, Inc. (SQM).
"These are terrific accomplishments given that, in the past two years, wehave added over two hundred new agents into our call centers," says VSP VicePresident of Customer Service Laura Costa. "We also had our live call volumeincrease by 20% in 2007."
"Operational excellence is essential to VSP's success, and customerservice is a key component of that," says VSP President and CEO Rob Lynch."This award shows the importance we put on great customer service for ourmembers, doctors, and clients."
VSP's customer satisfaction was judged using a sample size of8,700 customer telephone surveys taken from a random selection of calls. Acall center must score 80% or better in the very satisfied category to achievea world class rating. SQM is recognized as the leading authority formeasurement and management of the call center industry.
VSP Vision Care provides comprehensive eyecare benefit plans to 51 millionmembers nationwide. VSP's Sight for Students program has helped more than420,000 low-income/uninsured children receive free eyecare services since itsinception in 1997. Recognized by FORTUNE magazine for eight consecutive yearsas one of best places to work in America, VSP ranks "Highest in MemberSatisfaction Among National Vision Plans, Three Years in a Row" by J.D. Powerand Associates. For more information, visit us online at vsp.com.VSP also received SQM customer service awards for: -- Highest Customer Satisfaction in the Insurance Industry (fourth consecutive year) -- Call Center World Class Call Certification (second consecutive year) -- This was introduced last year and has very rigorous measurements. Only 3% of the companies evaluated received this prestigious award. -- Highest Employee Satisfaction in the Insurance Industry (fourth consecutive year)