UPMC Health Plan has once again been recognized for call center excellence under the J.D. Power and Associates 2012 Call Center Certification Program(SM).
To become certified, UPMC Health Plan's call center successfully passed a detailed audit of more than 100 practices that encompass the call center's recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. J.D. Power and Associates also conducted a random survey of UPMC Health Plan customers who recently contacted its call center.
UPMC Health Plan earned call center certification in 2009 and again in 2011.
"We are proud to have earned this certification because we know it is only awarded to companies that provide the highest levels of customer satisfaction," said Diane P. Holder, President and CEO of UPMC Health Plan. "By earning certification for a third time, it demonstrates that we continue to focus on our members and on delivering quality, affordable care."
The call center certification program was established to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
"Providing unparalleled service to our members is always our goal," said Mary Beth Jenkins, Chief Operating Officer for UPMC Health Plan. "We are committed to going the extra mile in providing a high-touch, concierge approach."
The call center certification program includes all industries, not just health care. Of an estimated 75,000 call centers in North America, only 23 American companies earned certification in 2012. Among the other companies were: Audi Customer Relations, Boston Scientific, Capital One Bank and Merrill Lynch Retirement Services.
"Congratulations to UPMC Health Plan for achieving certification for the third time, illustrating their commitment to deliver outstanding service to customers contacting its call center," said Mark Miller, senior director at J.D. Power and Associates. "According to our research, customers report that it is generally quick and easy to get to UPMC Health Plan's customer service representatives, which is so important in the industry they compete in."
Earlier this year, UPMC Health Plan was named Global Call Center of the Year in the large call center category by the International Customer Management Institute (ICMI).