RANCHO CORDOVA, Calif.—VSP Vision Care, a VSP Global company was recognized by Service Quality Measurement (SQM) Group as the 2015 Contact Center of the Year.

Each year, SQM conducts surveys of customers and employees of more than 500 North American contact centers and presents awards to contact centers with the highest employee satisfaction rates and highest customer inquiries that were resolved on the first call. The Contact Center of the Year award was given to VSP for having the highest combined first-call resolution and the highest employee satisfaction rating.

“As the number of VSP members continues to grow, so has the volume of calls we receive. Since many customers are able to find answers to frequently asked questions online, the complexity of the calls have increased,” said Kathy Rodine, vice president of VSP Customer Care. “Still, our customer service team has continued to perform at the highest level and we are honored to have those ongoing efforts recognized by our customers.”

In addition to being named Contact Center for the Year, VSP received the Contact Center World Class Certification, a designation that VSP has been awarded for the past 14 years. This year, they share this recognition with Marchon Eyewear Inc., a VSP Global company and one of the world’s largest manufacturers and distributors of quality eyewear and sunwear.

To achieve World Class status, a contact center must perform at 80 percent “top box” satisfaction level or higher, among other criteria. In 2015, VSP Vision Care performed at 87 percent, compared to 71 percent at the average contact center.

Both businesses also received the following SQM awards:
• Highest Customer Service – Insurance Industry (VSP Vision Care)
• Highest Customer Service – Business to Business Sector (VSP Vision Care, Marchon)
• Most Improved Employee Satisfaction (VSP Vision Care)
• Highest Employee Satisfaction – Insurance Industry (VSP Vision Care)
• World Class Employee Satisfaction (VSP Vision Care)
• CSR Training Program Contact Center Best Practice (VSP Vision Care)
• Highest IVR Customer Service Award Best Practice (VSP Vision Care)

“VSP has achieved many awards this year including our pinnacle award—Contact Center of the Year,” said Sarah Kennedy, senior vice president at SQM. “This award goes to the contact center that achieves the highest combination of FCR and also employee satisfaction. This is a huge achievement and represents the synergy between happy employees delivering a happy customer experience. Well done VSP.”

VSP and Marchon will be accepting the awards at SQM’s annual conference held in Coeur d’Alene, Idaho, May 17 to May 19, 2016.