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Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience 

COSTA MESA, Calif.:  16 August 2016 — UPMC Health Plan has again been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM

The Certified Contact Center Program distinction acknowledges a strong commitment by UPMC Health Plan contact center operations to provide “An Outstanding Customer Service Experience.”  

  • To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations. 
  • As part of its evaluation, J.D. Power conducted a random survey of UPMC Health Plan customers who recently contacted the company’s contact center in Pittsburgh, Pa.

 “Congratulations to UPMC for delivering outstanding service in the live phone channel, and earning another certified contact center designation,” said Mark Miller, contact center practice leader at J.D. Power. 

“We are honored to be certified once again by J.D. Power and pass their rigorous certification assessment,” said Mary Beth Jenkins, UPMC Health Plan COO. “Our culture of service and dedicated staff offer great value to our members through our high-touch support. This certification proves that we are dedicated to providing the highest levels of customer satisfaction.”

For Certification Status:

  • A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. 
  • The research 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. 

The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center operation’s in three areas: live phone channel, IVR self-service channel and Web self-service channel.

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com

Media Relations Contacts

John Tews; J.D. Power; Troy, Mich.; 248-680-6218; media.relations@jdpa.com

Gina Pferdehirt, UPMC Health Plan, Pittsburgh, Pa.; 412-454-4953, pferdehirtgm@upmc.edu

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Media Contacts:

John Tews

Troy, Michigan

(248) 680-6218

media.relations@jdpa.com