Latest News VSP Vision Care’s Call Centers Recognized as World Class by SQM Group By Staff Wednesday, January 9, 2013 12:18 AM RANCHO CORDOVA, Calif.—The call centers of VSP Vision Care have achieved Service Quality Measurement Group, Inc. (SQM) World Class performance recognition for the 11th consecutive year. Call Center World Class Call Certification is based on the criteria that 75 percent or higher of the calls were at the World class level for six months or more in 2012. SQM’s World class criteria are based on customers’ calls being resolved and having an overall very satisfied rating with their call center experiences and with their customer service representatives. Compared to an average of 49 percent of customer service representatives across the service industry being certified as World Class, 93 percent of VSP’s customer service representatives are certified as World Class, while 100 percent of VSP’s call center supervisors are certified as World Class. SQM also recognized VSP with the following awards: Highest Customer Satisfaction by Specific Industry, Insurance (9th year); Highest Customer Satisfaction by Specific Industry, Business to Business (3rd year); Highest Employee Satisfaction by Specific Industry, Insurance; World Class Employee Satisfaction Award (California call center); Leadership Award, Laura Costa, VSP Vision Care (2nd year); Supervisor of the Year, Kimi Miller, VSP Vision Care. SQM benchmarked over 450 leading North American call centers from Oct. 1, 2011, to Sept. 30, 2012. For the Call Center Certification Program, SQM contacts a minimum of 800 customers within two business days of their call to the call center to understand their service experience. Nearly 20,000 VSP customers were surveyed during the yearlong period as part of the certification program.