WESTLAKE VILLAGE, Calif.: 28 October 2014 — UPMC Health Plan has been recognized for contact center operation customer satisfaction excellence with its live phone channel three times in a row under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by UPMC Health Plan’s service contact center operations to provide “An Outstanding Customer Service Experience.”
To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, J.D. Power conducted a random survey of UPMC Health Plan customers who recently contacted its contact center in Pittsburgh, PA.
“Congratulations to UPMC Health Plan on earning this rigorous J.D. Power certification, which demonstrates a strong commitment to providing an outstanding customer experience with their live phone channel,” said Mark Miller, senior director, J.D. Power. “Our research shows that UPMC Health Plan excelled in getting clients to a representative quickly and then demonstrated courtesy upon connecting with the representative.”
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
“Earning the contact center certification means that J.D. Power recognizes the hard work, focus and enthusiasm that our call center team brings to work with them every day,” said Anne Palmerine, associate vice president, customer engagement & enrollment for UPMC Health Plan. “The service they provide is reflected in the high level of satisfaction they bring to our members. We have great people who operate in a great system, and we get great results.”
Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com
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