PROVIDING EXCELLENT CUSTOMER SERVICE HAS ITS REWARDS

At Blue KC, our members are at the center of everything we do. Providing superior Customer Service is one of our top priorities. That’s why we’re proud of the recognition our Customer Service department received in 2019.

Forty-nine out of 72 eligible Blue KC Customer Service representatives achieved World Class Certification from the Service Quality Management (SQM) Group, a leading North American customer experience, research, consulting and performance award firm. The certification is awarded to representatives who had a success rate of 85 percent or higher of customers being very satisfied. In addition, seven Blue KC Supervisors and Team Leads were World Class Certified.

The recognition didn’t stop there. Blue KC Customer Service representatives Eric Ashby and Trish (Roland) Smith were named in the top 25 SQM Customer Service Representatives of the Year, and Blue KC Supervisor Kathy Cordonnier was honored as one of the top six Supervisors of the Year.

"Blue KC has been our health insurance partner for more than ten years, and we couldn't be happier with the attention and excellent Customer Service we receive. Our dedicated membership account manager is a true differentiator and offers incredible service throughout the year. The Blue KC account team meets with our team to answer questions, share new initiatives, and discuss plan performance. Additionally, Blue KC's benefit education team joins us during open enrollment, and is so helpful with answering our employees questions and assuring them of their benefits."
-Parashram Sabale CPA, Controller, Nostrum Laboratories

The Blue KC call center also earned the Call Center First Call Resolution Improvement Award, recognizing a five percent or higher annual first call resolution improvement from the previous year, as well as the Call Handling Best Practice Award for Call Resolution for improving or maintaining high first call resolution and customer experience.

“We take pride in responding quickly and thoughtfully to our members’ questions and concerns,” said Ron Rowe, Senior Vice President and Chief Operating Officer. “I’m proud of the hard work that all of our Customer Service representatives put in, day in and day out, to ensure members are getting the best customer experience we can give them.”

“The level of customer service our employees receive is impeccable. The Blue KC team goes above and beyond by personally attending our open enrollment meetings to explain our benefits and answer employee questions. I personally value the relationship I have with our Blue KC account team. They make the annual enrollment and renewal process easy by tailoring it to our specific needs.”
-Brittany Stewart, Human Resources Manager, Crossroads Charter Schools