Security Health Plan: Named best performing call center in North America

MARSHFIELD – Security Health Plan of Wisconsin, Inc., has been named Best Performing Small- to Mid-Sized Call Center for 2022 from Service Quality Measurement (SQM), a leading North American research firm that specializes in customer service improvement. Security Health Plan also earned five additional service quality awards, including its seventh consecutive world class customer experience certification.

The awards will be presented in May at SQM’s 24th Annual Customer Service Best Practices Conference in Coeur d’Alene, Idaho. SQM benchmarks more than 500 contact centers annually throughout North America. Out of those 500, Security Health Plan had the highest performance for the Best Performing Small- to Mid-Sized Call Center award category overall.

Security Health Plan earned the following awards for 2022:  

  • Best Performing Small- to Mid-Sized Call Center
  • Highest Chat Customer Service
  • Highest Customer Service – Health Care Industry
  • Highest Customer Service – Non-Profit Sector
  • Call Center World Class First Call Resolution Certification
  • World Class Employee Experience

The awards are based on member responses on surveys asking about their service experience, resolution of their issues and satisfaction with their interactions with Security Health Plan. Security Health Plan began implementing after-call surveys regarding member phone calls in 2015. SQM contacts Plan members within 24 hours of their customer service call to complete a survey. The feedback received from members is used to improve call center operations as well as other operational areas focusing on first call resolution.

Director of Member Experience Ken Baur, who oversees the Customer Service Department, will be a keynote speaker at the awards conference in May. He will share how Security Health Plan achieved its success in service excellence.

“This award is a tremendous achievement and demonstrates we are committed to providing our members with the best service,” Baur said. “Our agents really listen to our members and are exceptional at resolving most questions in one call. We respect the opportunity to serve our members and will do everything in our control to ensure their experience feels right.”

Achieving industry-leading customer service is the result of more than seven years of hard work by the Health Plan’s customer service representatives, said Security Health Plan Vice President of Operations Sara Foemmel.

“Our members continue to be our top priority. Receiving this recognition affirms we take our listen to our members and continuously work to provide them with an outstanding experience,” Foemmel said. “I’m proud of our customer service team for their focus on making sure our members have the best experience possible with us.”