(PRESS RELEASE) RANCHO CORDOVA, CA — For the 16th consecutive year, VSP Global’s call centers have been recognized for delivering excellent customer service by Service Quality Measurement Group, which awarded VSP Vision Care with its top honor as "Contact Center of the Year." In addition, Marchon Eyewear Inc., a VSP Global company, was awarded the "Highest Customer Satisfaction by Industry – Business to Business" and received "Contact Center World Class CX Certification" along with its division Altair Eyewear. Criteria for the certification includes 80 percent or higher of customers getting their call resolved on the first call.
“Collectively, we received more than 14 million calls in 2017, and despite that volume, our team strives daily to treat each individual call uniquely and as a priority,” said Kathy Rodine, vice president of customer care for VSP Vision Care. “These accolades are truly special to us and reinforce our work to meet the needs of our customers as quickly and as best we can.”
Each year, SQM conducts surveys of customers and employees of more than 500 North American contact centers. Customers are asked to evaluate the call center on first call resolution and their overall satisfaction. Respectively, call center representatives are asked to rank their employer on first call resolution, customer and employee satisfaction. To achieve World Class status, among other criteria, a call center must perform at "top box" satisfaction level or higher, on 80 percent or more of customer surveys. The call center with the highest combined customer and employee "top box" rating earns the title of "Call Center of the Year."
“We congratulate VSP Global and its companies, including VSP Vision Care for their remarkable commitment to setting the bar even higher for the contact center industry as to what customer and employee experience should look like within an organization,” said Mike Desmarais, CEO and founder of SQM Group. “Over the past 16 years, VSP Global has continually achieved sustained levels of world class customer experience and employee experience performance with award-winning distinction including four contact center of the year awards for VSP Vision Care, world class CX certification year-over-year, several contact center CX best practice awards, and the highest CX, FCR, and EX performance for the insurance industry. This is such a significant achievement as their award-winning performance is judged by the voice of their customers and employees.”
In addition to Contact Center of the Year, SQM recognized VSP Vision Care in the following categories:
- Contact Center World Class CX Certification (California and Ohio)
- Highest Customer Service, Insurance Industry
- Highest Employee Satisfaction, Insurance Industry
- Highest Work from Home Employee Satisfaction
- World Class Employee Satisfaction
The awards will be accepted at SQM’s Annual Customer Experience Conference and Industry Awards held in Vernon, British Columbia, on May 22-24, 2018.