Wilkes-Barre, PA – During the Blue Cross and Blue Shield Association’s (BCBSA) recent national conference, Blue Cross of Northeastern Pennsylvania (BCNEPA) was recognized for using innovative speech analytics software to improve the customer experience and raise first-call resolution rates in its call center. BCNEPA’s project received honorable mention – the equivalent of second place – in the Customer Experience awards category.
2011 marks the third consecutive year that BCNEPA received one of BCBSA’s prestigious Member Touchpoint Measures Best Practice Awards for customer service. Last year, BCNEPA won first prize in the Inquiry Resolution category for its performance coaching initiative, which improved customer service representative skills by pairing them with coaches.
In 2009, BCNEPA won honorable mention in the Inquiry Resolution category for implementing a virtual queuing solution. Using this technology, members who would rather not wait on hold can retain their place in line and receive a call back in the time promised or at a more convenient time in the future.
Pictured (L-R) with the 2011 Customer Experience award are BCNEPA leaders Brian Rinker, Senior Vice President and Chief Administrative Officer; John Sanders, Director of Performance Improvement; Cathy Stitzer, Senior Director of Member Services and Denise S. Cesare, President and CEO.