VSP Vision has been awarded the World Class First Call Resolution (FCR) Certification by the SQM Group for the 21st consecutive year. This prestigious recognition highlights VSP’s unwavering commitment to providing exceptional customer service in the vision care industry. Achieving this certification requires resolving 80% or more of member and provider inquiries on the first call, demonstrating VSP’s dedication to efficient and effective customer support.
Delivering a World-Class Customer Experience
VSP’s U.S.-based Customer Experience Center (CEC) has consistently earned this distinction since 2001. This remarkable achievement underscores VSP’s focus on delivering high-value, low-effort service to clients, members, and providers. By prioritizing first call resolution, VSP ensures a seamless and positive experience for everyone who interacts with their customer service team.
“Maintaining our World Class designation and high call center FCR rates for 21 consecutive years reflects our commitment to delivering best-in-class value for our clients,” says CEC Director Joshua Dart. “VSP prides itself on providing accurate and complete information during the first call, saving customers time and enhancing their experience with vision coverage.”
Industry-Leading Recognition from SQM
Beyond the FCR certification, SQM also recognized VSP with additional awards for:
- Highest Customer Experience in the Insurance Industry: This award signifies VSP’s leadership in providing exceptional customer service within the competitive insurance landscape.
- Highest Employee Experience in the Insurance Industry: This accolade highlights VSP’s commitment to fostering a supportive and engaging work environment for its customer service representatives, empowering them to deliver outstanding service. VSP has earned both distinctions every year since 2018.
These awards are based on direct feedback from VSP members and providers, further validating the company’s dedication to customer satisfaction. SQM’s rigorous benchmarking process, involving over 500 leading North American contact centers and surveying a minimum of 800 customers per organization, ensures the credibility and prestige of these awards.
The VSP Difference: Commitment to Excellence
The independent validation from SQM differentiates VSP in the marketplace. It demonstrates to current and prospective clients that VSP is dedicated to providing an unparalleled customer service experience. The emphasis on employee experience reinforces VSP’s understanding that well-trained and supported agents are essential for delivering world-class service. Clients can be confident that their questions and concerns will be addressed efficiently and effectively, often with just one call.
VSP understands that excellent customer care translates to tangible benefits, including higher HEDIS and CAHPS ratings and fewer administrative burdens for clients. For organizations seeking a partner committed to exceeding industry standards in customer service, VSP offers a proven track record of excellence. Contact VSP today to learn more about how their commitment to customer service can benefit your organization.
