Security Health Plan Names "First Call Resolution Champion"
Sunday, June 19th, 2016 -- 6:32 AM
-Security Health Plan’s Ken Baur has been named a “First Call Resolution Champion” in annual awards presented by Service Quality Management (SQM), a national leader in the customer service field.Last fall an ongoing survey was initiated to assess member satisfaction with services Security Health Plan provides. In the past six months, thousands of members were surveyed. During this period, Security Health Plan recorded a first call resolution rate of 80 percent, which is well above the national health care industry average of 69 percent.
One reason for the high rate of first call resolution is that Security Health Plan customer service agents aren’t held to a maximum handle time on how quickly they can turn over one call and get to the next, Baur said. Instead, they’re evaluated on how well they’ve served our members. Customer service agents are committed to providing this exceptional service on every call.
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