For more information contact:
Kelly Cannon
Kelly.Cannon@BlueKC.com
O: (816) 395-3711
KANSAS CITY, MO. (April 21, 2025) — Blue Cross and Blue Shield of Kansas City (Blue KC) was recently recognized for its outstanding customer service with multiple 2024 Call Center Customer Service Industry Awards of Excellence from Service Quality Management (SQM). SQM, a leading survey vendor, evaluates and benchmarks more than 500 customer service centers across North America.
Blue KC was recognized in four categories for Customer Experience Excellence by SQM:
Call Center World Class FCR Certification – Commercial & Federal Employee Program (FEP)
Criteria used for Call Center World Class FCR Certification is 80% or higher of customers getting their contact resolved on the first call to the call center (FCR) for 3 consecutive months or more.
Agent of the Year Award Finalists
- Kayla Evans
- Lacey Williams
- Quita Weston
The criteria for a World Class CX Certified Agent is 85% or higher of the calls surveyed are at the World Class Call (WCC) level. SQM’s WCC criteria is based on the customer’s call being resolved and the customer is overall very satisfied (top box response) with the agent who handled their call.
Supervisor of the Year Award Finalist
- Todd Connery
The criteria for a World Class CX Certified Supervisor is 85% or higher of the calls surveyed are at the World Class Call (WCC) level.
World Class Employee Experience Award
Based on 50% or higher of employees who rate their overall experience of working in the call center as very satisfied (top box rating).
Since 1996, SQM has been a leading authority in First Call Resolution (FCR), specializing in measuring, monitoring, and enhancing FCR performance. With more than 25,000 annual surveys conducted with call center employees, SQM maintains one of the most extensive customer and employee feedback databases in North America.
“Blue KC is deeply committed to delivering an exceptional customer experience,” said Gratia Carver, Vice President and Chief Experience Officer. “Our service team ranks among the best in the industry, and this recognition from SQM is a testament to their continued dedication. We equip our employees with the tools and support they need to deliver the premium service our customers expect and deserve. As always, a big Thank You goes out to SQM for this tremendous honor.”
Through comprehensive customer and employee research, SQM recognizes excellence in First Call Resolution, customer satisfaction, and employee engagement within the call center sector. Their Call Center Customer Service Industry Awards of Excellence are regarded as the most esteemed honors in North America’s customer service industry.
To learn more about Blue KC’s commitment to member satisfaction, please visit BlueKC.com/consumer/blue-kc/about.
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 BlueKC.com.