VSP® Vision Care has been consistently recognized for its exceptional Vsp Customer Service, achieving the prestigious World Class First Call Resolution (FCR) Certification from the SQM Group for an impressive 21 years in a row. This remarkable accomplishment underscores VSP’s unwavering dedication to providing a seamless and efficient service experience for its members and providers. To earn this coveted distinction, VSP’s Customer Experience Center (CEC) has consistently ensured that its agents resolve over 80% of customer and provider inquiries during the very first call. This U.S.-based call center has maintained this high standard of vsp customer service every year since 2001, solidifying VSP’s commitment to delivering high-value, low-effort service to clients, members, and providers alike.
According to Joshua Dart, Director of the CEC, “Maintaining our World Class designation and high call center FCR rates for 21 consecutive years reflects our deep commitment to delivering best-in-class value for our clients. We achieve this by ensuring a positive and effective vsp customer service experience for their consumers.” He further emphasizes, “VSP takes immense pride in being recognized for providing accurate and complete information to our members right from the first point of contact. This dedication saves our customers valuable time and significantly enhances their overall experience with their vision coverage.”
In addition to the World Class FCR Certification, the SQM Group also bestowed further accolades upon VSP, highlighting their comprehensive excellence in vsp customer service:
- Highest Customer Experience in the Insurance Industry: Recognizing VSP’s superior ability to create positive and satisfying interactions for their customers.
- Highest Employee Experience in the Insurance Industry (Call Center): Acknowledging VSP’s commitment to fostering a supportive and empowering environment for their customer service agents.
VSP has consistently earned both of these industry-specific distinctions every year since 2018, further cementing their leadership in vsp customer service. What sets these awards apart is their foundation in genuine feedback from VSP members and providers. The SQM Group’s certification is not based on subjective evaluations but on the actual experiences reported by those who interact with the VSP CEC. This independent validation distinguishes VSP in the competitive marketplace and serves as a powerful testament to current and prospective clients of VSP’s unwavering commitment to delivering an unmatched vsp customer service experience.
Furthermore, the Employee Experience award highlights VSP’s understanding that exceptional vsp customer service begins with well-supported and highly trained agents. By prioritizing employee satisfaction and development, VSP ensures that its agents are fully equipped to provide efficient, effective, and truly World Class vsp customer service to members. This focus provides clients with the confidence that their employees’ vision care questions and concerns will be promptly and effectively resolved in a single call.
The SQM Group, a recognized authority in customer and employee experience benchmarking, conducts rigorous evaluations of contact centers across North America. Considered among the most prestigious awards in the industry, the SQM benchmarks over 500 leading North American contact centers annually. Their assessment process involves surveying a minimum of 800 customers per organization to gain a comprehensive understanding of their satisfaction with the service provided. With a history of conducting customer and employee experience benchmarking studies dating back to 1996, SQM’s awards carry significant weight and credibility.
VSP understands that exceptional vsp customer service directly contributes to improved HEDIS and CAHPS ratings, ultimately reducing administrative burdens and enhancing overall business performance for their clients. For organizations seeking a partner who consistently surpasses industry standards for vsp customer service and is dedicated to providing a superior experience, VSP stands ready to collaborate.
