VSP Vision Care’s Call Centers Achieve 2013 Call Center World Class Certification

RANCHO CORDOVA, Calif.— VSP Vision Care’s call centers achieved 2013 Call Center World Class Certification by Service Quality Management Group, Inc. (SQM) for the 12th consecutive year. The distinction, which was announced by SQM on March 31, means that VSP’s call center performed at 80 percent “top box” satisfaction level or higher, among other criteria. VSP call centers, which are located here and in Columbus, Ohio, are attaining 91 percent satisfaction rates, exceeding the average SQM world class call center benchmark.

“It is always rewarding when our customers acknowledge the world-class service we provide,” said Kathy Rodine, vice president, VSP Customer Care. “All of our employees believe 100 percent in our mission to ‘help people see,’ which they translate into supporting our customers each and every day. Whether it is an eyecare provider or a VSP member, we strive to resolve every customer’s inquiry quickly, thoroughly and with complete satisfaction.”

In addition to the World Class Call Center Certification, SQM also recognized VSP as: Call Center of The Year Award Finalist, Call Handling Real-Time Support Queue Finalist, Highest Customer Service for the Insurance Industry, and Highest Customer Service for the Business-to-Business Industry.

“VSP call center performance continues to be a model for how to provide world class customer service and support,” said Sarah Kennedy, partner and SVP with SQM.