BCBSND earned First Call Resolution Improvement Award

Fargo, N.D. — Blue Cross Blue Shield of North Dakota (BCBSND) is proud to announce they are the recipient of SQM’s 2020 Contact Center Industry Customer Experience Awards of Excellence, as follows:

  • Contact Center World Class FCR Certification
  • First Call Resolution Improvement Awards

SQM’s FCR Customer Experience awards are considered the most prestigious and sought-after in the North American contact center industry. They recognize organizations that have demonstrated excellence for Customer Experience (CX), Employee Experience (EX) and FCR Best Practices.

On an annual basis, SQM conducts over 500 FCR studies with leading North American companies. SQM annually conducts over 1.5 million surveys with customers who have used a call center, email, website, IVR, chat or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. 

In addition, team members from the Customer Contact Center (CCC) and Federal Employee Program (FEP) were recognized as World Class Certified. Employees that had at least 25 surveys and 85% or greater World Class Customer Satisfaction Calls qualify for this award. BCBSND employee award winners are Amanda Stiller, Janelle Johnson, Julie Koenig, Kaila Knudson, Nichole Beauchamp, Rikki Cordero, Samantha Morse, Paty Byrne, Margaret Randall-Neppl and Debra Reif-Reda.

Dan Conrad, president and CEO of BCBSND, states, “This recognition is truly a company-wide achievement, because FCR metrics and our success depend on the activities and promptness of departments across the company. Great job team!”