MARSHFIELD – Security Health Plan of Wisconsin, Inc., has been honored with several awards from the Service Quality Measurement (SQM) Group. In 2023, SQM benchmarked over 500 leading North American contact centers.
Security Health Plan received ‘Call Center World-Class First Call Resolution’ certification for the eighth consecutive year. For the World-Class FCR Certification program, SQM surveyed a minimum of 800 customers about their contact with Security Health Plan. The call center team demonstrated outstanding professionalism, empathy and efficiency in assisting members with inquiries and concerns during their first call.
“Collaborating with a customer-centric organization like SQM affords us unending support and guidance in providing first call resolution to our members,” said Security Health Plan Director of Member Experience and Contact Center Ken Baur. “The focused feedback survey process we receive from our members provide us with opportunities to improve our processes time and again.”
In addition to receiving this certification, Security Health Plan was also recognized for excellence in several other key areas. These include ‘Highest Customer Service Award for the Health Care Industry,’ ‘Highest Customer Service Award for the Non-Profit Sector,’ and ‘World-Class Customer Experience Certification’ since 2016. These awards reflect the ongoing efforts to not only meet but exceed the expectations of members and employees alike.
“Security Health Plan is honored to receive these prestigious SQM awards,” said Baur. “They serve as a reminder of our shared commitment to providing the highest quality service to our members.”
Additionally, Security Health Plan teammates were recognized by SQM for their outstanding efforts. Shelby Stangl and Todd Leonhardt were finalists for ‘Agent of the Year’; Tanalee Luedtke was a finalist for ‘Supervisor of the Year’; and Whitney Brodhagen was the winner of the ‘Agent Improvement Award.’
