Prime’s contact centers achieve best in industry

Everyone at Prime is proud to share that our contact centers have been awarded Service Quality Measurement Group's (SQM’s) 2015 Highest Customer Service Award by Industry in two industry categories: Health Care and Pharmacy. The SQM annual Awards of Excellence Program is one of the most prestigious call center awards programs in North America.

And World Class Certification too

For the second year in a row, Prime’s contact center in Omaha, Nebraska, received World Class Certification from SQM. Prime’s contact center in Albuquerque, New Mexico, also achieved World Class Certification this year.

How Prime won

SQM’s awards are unique: they survey the customers who use a contact center and the employees who work in the contact center. SQM interviewed more than 400 customers within two days of their contact center experience, as well as 100 employees that work at the contact centers.

"Being a member service agent is a challenging job: a job where sometimes you need the heart of a lion to face the day." -- Robert McVey, Vice President, Contact Center Operations

Earning World Class Certification requires an 80 percent or higher first call resolution (FCR) rating for three consecutive months or more during the year. To win industry recognition, Prime had to have the highest FCR score of all companies surveyed in that industry segment.

FCR means that the member’s issue is resolved on the first call to the contact center. Of all the metrics used to measure customer satisfaction, FCR plays the biggest role in actual customer satisfaction.

Thanks to the hard work of the staff in our contact centers and the contribution of other teams across Prime, we can proudly say that your employees are talking to the best in the industry.

What do members have to say?

“There was some confusion between me and my doctor’s staff about what was to be ordered and when. To my surprise, Prime gladly took over and played advocate for me. It really took away the stress of doing it myself.” -- Member

“The pharmacist helped me understand my prescriptions and suggested ways I could save money. Now I can afford to stay on my medications.” -- Member

"I LOVE that Prime contacts my doctors' offices for me to refill prescriptions. The folks I've visited with when I call customer service are second to none. They made transferring prescriptions from my old mail order service absolutely painless." -- Member

Eight million calls a year, one at a time

All of Prime’s contact centers are integral to our purpose of helping people get the medicine they need to feel better and live well. Prime’s purpose makes this a special place to work. Prime’s hundreds of contact center representatives – handling more than 8 million calls a year – make it happen every day, with excellence. 

 

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