Highmark Call Center Earns World-Class Customer, Employee Experience Recognition in North America's Most Prestigious Contact Center Industry Awards

PITTSBURGH, Pa. (March 11, 2019) — Highmark Inc. has earned 2018 Contact Center Industry Awards of Excellence for providing best-in-class customer service and employee satisfaction for its Federal Employee Program. The Contact Center Industry Awards of Excellence, which are chosen by market research organization SQM, are considered North America’s most prestigious contact center industry awards.

Highmark earned a 2018 Contact Center World Class Customer Experience Award, the Highest Customer Service Award for a Health Care Federal Employee Program, and a World Class Employee Experience Award.

To determine award winners, SQM annually benchmarks more than 500 leading contact centers in North America, conducting surveys with both contact center customers and employees. SQM completes at least 400 post-call phone surveys with customers within two days of their outreach to a call center. SQM also confidentially surveys at least 100 contact center employees to learn about their job satisfaction.

"This recognition validates our workforce promise to helping our members have the best experience possible, and it speaks to our employee commitment of working collaboratively," said Deborah Rice-Johnson, president of Highmark Inc. "It also demonstrates the pledge we have to our employees to provide a remarkable employee experience, which includes ongoing professional development opportunities and work-life balance. We’re pleased that we are meeting and exceeding the needs of both our customers and our workforce."

Highmark is one of only 23 contact centers across North America to earn a 2018 World Class Customer Experience Award. To receive this distinction, a contact center must resolve at least 80 percent of customer inquiries on the first call for at least three consecutive months. With the highest first-call resolution rate in its sector, Highmark Inc. was honored with a Highest Customer Service Award for a Health Care Federal Employee Program.

Highmark serves a total of 300,000 Federal Employee Program customers across its core markets in Pennsylvania, West Virginia and Delaware.

Additionally, Highmark is one of just ten North American call centers to earn a World Class Employee Experience Award. To receive this honor, more than half of a call center’s surveyed employees must rate their work experience as being highly satisfying.