Blue KC Recognized for World-Class Customer Service by SQM Group Skip to main content

For more information contact:
Kelly Cannon
O: (816) 395-3711

KANSAS CITY, MO. (April 17, 2024)—In recognition of its commitment to exemplary customer service, Blue Cross and Blue Shield of Kansas City (Blue KC) was recently honored with multiple 2024 Call Center Customer Service Industry Awards of Excellence from Service Quality Management (SQM), a survey vendor that benchmarks over 500 customer service centers across North America.

Blue KC was recognized in three categories for Customer Experience Excellence by SQM:

  • Call Center of the Year Award Finalist: Criteria includes companies with the highest combined First Call Resolution (FCR) and Employee Experience (EX) rating.
  • Call Center World Class FCR Certification: Based on 80% or higher of customers getting their contact resolved on the first call to the call center (FCR) for 3 consecutive months or more.
  • 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 Customer Service First Call Resolution (FCR) Expert for measuring, tracking, and improving FCR. Conducting over 25,000 surveys annually with employees who work in call centers, SQM also boasts one of the largest customer and employee survey databases in North America.

“One of the reasons Blue KC earns the trust of our members is by providing the highest quality customer experience possible,” said Gratia Carver, Vice President and Chief Experience Officer. “Our service team is one of the best in the industry, and this recognition from SQM reflects that. We take the time and steps necessary to ensure our employees have everything they need to provide the high-end service our customers deserve and expect. It’s always gratifying to be recognized and we thank SQM for honoring us.”

Based on customer and employee studies, SQM awards excellence in FCR, customer satisfaction, and employee satisfaction for the call center industry. SQM’s Call Center Customer Service Industry Awards of Excellence are considered North America’s most prestigious and sought-after customer service industry awards.

To learn more about Blue KC’s commitment to member satisfaction, please visit

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