Prime’s call center in Omaha, Nebraska received SQM’s Call Center World Class Certification. Earning this distinction requires:
- 80 percent or more of the customers surveyed are very satisfied overall with the member service agent who handled their call, and the call was resolved
- The call center must maintain this standard for three consecutive months or more during the year
SQM’s Annual Call Center Industry Awards of Excellence Program is the most prestigious call center awards program in North America.
Prime also earned SQM’s First Call Resolution Improvement Award. A call center must demonstrate a 5 percent or greater improvement on first call resolutions from the year before. First call resolution measures are (from employees’ perspective) how often a call center resolves their needs the first time they call. Of all the metrics used to measure customer satisfaction, first call resolution plays the biggest role in actual customer satisfaction.
SQM’s Annual Call Center Industry Awards of Excellence Program is the most prestigious call center awards program in North America. SQM’s awards are unique in that they take into account surveys of both the customers who use a call center and the employees who work in the call center.
Fielding more than 8.5 million calls a year, Prime’s three call centers are integral to Prime’s purpose of helping people get the medicine they need to feel better and live well.