Insurance Technology Featured Article

Service Quality Measurement Group Recognizes VSP Vision Care

January 10, 2013

It’s rare to hear about an insurance company in a positive light. However, VSP Vision Care, a non-profit vision insurance company has been recognized for the 11th year in a row for excellent customer service. The Service Quality Measurement Group, Inc. (SQM) has awarded the vision company with six awards, including its World Class performance recognition.

VSP Vision Care claims to service over 55 million people throughout the United States and Canada. The insurance company has partnered with private practice professionals to provide eye care related services and exams. The company was formed over 50 years ago and says its offers an affordable plan to just about anyone, including low-income families.

As the company grew, so did the need for a successful call center that could handle the increase in incoming and outgoing calls. Laura Costa, CEO of VAP Vision Care said the company made sure to keep the basics in play by allowing the agents to really communicate with the callers, maintaining a high level of customer service. Costa said this has allowed the company to win year after year.

“VSP Vision Care’s goal is repeatable excellence,” said Costa. “This recognition helps validate our achievements for customer satisfaction, first call resolution and leadership effectiveness in the service industry.”

In addition to VSP being recognized, Mike Desmarais, President of the SQM Group, also recognized Costa for all of her hard work with a Leadership Award.

“Laura Costa is the epitome of leadership,” said Desmarais. “She empowers her management team to work together to come to the best solution. Delivering high quality, repeatable service has been Laura’s lasting vision over the years and is core to VSP’s successful service model.”

All together, VSP was recognized with awards in the following categories: highest customer satisfaction by specific industry (insurance), highest customer satisfaction by specific industry (business to business), highest employee satisfaction by industry (insurance), world class employee satisfaction award (California call center), leadership award (Laura Costa), and supervisor of the year (Kimi Miller).

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Edited by Amanda Ciccatelli

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