World-Class Customer Experience: Blue KC Leads the Way

July 11, 2023

Customer Experience – customers’ perceptions and feelings about their relationships, connections, and touchpoints with a particular company – is critical for corporate success, especially in the healthcare industry, where jargon, fine print, and policy changes can add to an already stressful situation.

At Blue KC we firmly believe in going the extra mile for our members and partners. And the top customer experience experts across the country have taken notice, as Blue KC and its employees were again honored with multiple prizes across numerous CX categories in 2023.

Customer Centricity World Series Awards

The prestigious Customer Centricity World Series Awards 2023, run by ARCET Global, awarded Blue KC with wins in two categories: Customer Insights and Feedback VOC (Voice of the Customer), and Complaint Handling. The event featured over 210 Entries from 98 companies across 26 countries and 19 categories, where finalists were evaluated by a large panel of independent expert judges.

Blue KC Customer Centricity Awards

US Customer Experience Awards™

Blue KC was also a big winner at the 2023 US Customer Experience Awards™, taking home Gold in the Customers at the Heart of Everything™ category. The US Customer Experience Awards™, presented by Awards International®, is the premier celebration of customer experience excellence across the United States. The awards seek to shine a light on those who put their customers center-stage, fostering learning, sharing, networking, and the building of valuable relationships. Each award is granted the Outstanding Awards Trust Mark by The Independent Awards Standards Council, which guarantees fairness and transparency.

Additionally, Gratia Carver, Vice President and Chief Experience Officer, was named CX Leader of the Year. The award celebrates one industry executive that went above and beyond in 2023, helping raise the bar in customer experience while inspiring those around them to reach higher and grow professionally.

The live event was held on May 18 in Las Vegas with a mission to give winners the recognition, learning, and networking opportunities they deserve, and to help shape and advance global customer experience standards.

Blue KC US Customer Experience Awards

SQM 2023 Call Center Customer Service Industry Awards of Excellence

Blue KC SQM Awards

Blue KC was honored to receive a host of Call Center Customer Service Industry Awards of Excellence from SQM in 2023.

SQM is a service quality management research firm with expertise in call center performance auditing, measuring, benchmarking, and tracking. Each year, SQM recognizes the highest performing companies and agents for delivering world class customer service. SQM post-call member surveys are conducted with 550 companies across the U.S. and Canada for many industry sectors and is a preferred vendor of the BCBS Association.

These front-line employees act as a critical contact point, answering questions, communicating potential solutions, and simplifying the process. In total, 64 customer advocates, 7 supervisors, and 8 leads achieved World Class Certification status, while 2 Blue KC employees were specifically recognized for their outstanding customer service.

SQM Company Awards:

  • Call Center of the Year Award Finalist
    • Company with the highest combined First Call Resolution (FCR) and Employee Experience (EX) ratings.
  • Call Center World Class FCR Certification
    • Based on 80% of customers rating their call resolved on the first call (FCR).
  • Highest Employee Experience for the Contact Center Industry Award
    • Organization with highest overall call center employee experience.
  • World Class Employee Experience Award
    • Call centers with highest employee satisfaction ratings. 
  • CX Best Practice – Agent Coaching & Training Program

SQM Employee Awards:  

Supervisor of the Year Finalist* (Top 6 supervisors chosen from 550 companies)

  • Gina Beaver (Commercial) 1

Agent of the Year Finalist* (Top 50 agents chosen from 550 companies)

  • Ryan Hardin (Commercial) 1
  • Carol Lewis (Commercial) 1
  • Julie Morris (FEP) 2
  • Dana Plowman (Commercial) 1

*Agent and Supervisor of the Year winners were announced at SQM’s 24th Annual Call Center CX Conference on May 18, 2023, in Coeur d’Alene, Idaho.

World Class Certified Supervisors

  • Gina Beaver1
  • Tina Gasper1
  • Amy Munger1
  • Glenda Noel-Brown3
  • Shantenie Tyner1
  • Casandra White1
  • Kalila Williams1

World Class Leads

  • Aimee Brisco1
  • Randalyn Campbell1
  • Branden Lee1
  • Lindsey Petrin1
  • Renee Rinehart1
  • Tracy Shifflett 1
  • Trish Smith, FEP2
  • LaToya Witherspoon1

These recognitions reflect the amazing work of our Blue KC employees, supervisors, and leadership. Providing industry leading customer experience isn’t just a strategic choice, it’s an obligation. And we believe that is one of the key differences between Blue KC and our competitors. We’ve always put our customers first, guiding them through every step of their health journey.