Security Health Plan Wins Customer Service Awards From Service Quality Measurement Group

MARSHFIELD – Security Health Plan of Wisconsin, Inc., has been honored with three awards from the Service Quality Measurement (SQM) Group. SQM annually conducts over 1.5 million surveys with customers who have used a call center, email, website, interactive voice response, chat or site contact channel service.

Security Health Plan received ‘Call Center World-Class First Call Resolution’ certification for the ninth consecutive year. The criteria used for ‘Call Center World Class FCR Certification’ is 80% or higher of customers getting their contact resolved on the first call to the call center for three consecutive months or more.

“Achieving this certification is a testament to the incredible empathy, dedication and expertise of our customer service team. Every interaction is an opportunity to not only resolve issues but to truly connect with and support our members,” said Security Health Plan Director of Customer Service Contact Center Jessica Nagel. “This recognition reflects our unwavering commitment to delivering excellent service and ensuring every caller feels heard, valued and taken care of from the very first conversation.”

In addition to receiving this certification, Security Health Plan was recognized for excellence in other key areas. Awards include ‘Highest Customer Service Award for the Health Care Industry’ and ‘Highest Customer Service Award for the Non-Profit Sector.’ These awards reflect the ongoing efforts to exceed the expectations of members and employees.