Blue KC Customer Service Representatives Recognized at 2018 Service Quality Management Annual Conference

For more information contact:
Kelly Cannon
W: 816.395.3711, C: 816.686-3842

KANSAS CITY, MO. (May 20, 2019) —Blue Cross and Blue Shield of Kansas City's (Blue KC's) customer service representatives recently attended the annual Service Quality Management (SQM) conference and awards during which forty-nine of Blue KC's employees achieved the SQM World Class Certification (WCC) for 2018. The SQM Group, a leading North American customer experience research, consulting, and performance award firm, awards the certification to customer service representatives who have a success rate of 85 percent of customers being very satisfied.

The number of Blue KC WCC customer service representatives doubled from those in 2017. This year, Blue KC customer service representatives Eric Ashby and Trish (Roland) Smith were also included in the list of the top 25 SQM Customer Service Representatives of the Year. Also, seven employees were named World Class Certified Supervisors or World Class Certified Team Leads and Blue KC CSR supervisor, Kathy Cordonnier, was honored as one of the top six Supervisors of the Year.

"Providing superior customer service is a top priority for Blue KC," said Ron Rowe, Senior Vice President and Chief Operating Officer, "we take pride in responding quickly and thoughtfully to our members' questions and concerns." The Blue KC call center was given the Call Center First Call Resolution Improvement award which recognizes organizations that have a 5 percent or higher annual first call resolution improvement from the previous year. Blue KC was also honored with the Call Handling Best Practice Award for Call Resolution, recognizing organizations that have demonstrated improved or maintained high first-call resolution and customer experience.

About Blue Cross and Blue Shield of Kansas City
Blue Cross and Blue Shield of Kansas City, the largest not-for-profit health insurer in Missouri and the only not-for-profit commercial health insurer in Kansas City, has been part of the Kansas City community since 1938. Blue Cross and Blue Shield of Kansas City provides health coverage services to more than one million residents in the greater Kansas City area, including Johnson and Wyandotte counties in Kansas and 30 counties in Northwest Missouri. Our mission: to provide affordable access to healthcare and to improve the health of our members. Blue Cross and Blue Shield of Kansas City is an independent licensee of the Blue Cross and Blue Shield Association. For more information on the company, visit its website at

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