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HealthNow New York Continues to Qualify as Among Best
in Customer Service Center Performance
Williamsville, NY - Customer Operations Performance
Center Inc. (COPC Inc.), global experts in contact center
excellence, announces that HealthNow New York Inc. has achieved
re-certification to the COPC-2000® CSP Standard Release
4.0 for Customer Service Providers at both of its inbound
customer service contact centers. HealthNow New York Inc.,
which does business as BlueCross BlueShield of Western New
York and BlueShield of Northeastern New York, has customer
service centers in Buffalo and Albany handling inbound customer
service in all media.
The COPC-2000® CSP Standard is the first and only certification
process designed specifically for the needs of contact centers.
It was developed in 1995 by individuals from customer-focused
companies who were concerned with the level of service quality
provided by Customer Service Providers (CSPs). As a world-class
benchmark of productivity and efficiency for customer contact
operations, it is used in several hundred locations in more
than 50 countries to improve performance, reduce costs, and
increase customer satisfaction.
Once a CSP attains certification, they must undergo extensive
and rigorous annual operational and performance evaluations
conducted by COPC Inc. in order to maintain certification
status. The HealthNow New York centers first attained certification
in 1999 and have successfully qualified for re-certification
every year since. The high level of performance excellence
demonstrated by each of these operations, as measured by the
re-certification audit, confirms the continuing commitment
to quality and customer service maintained by HealthNow.
"We are very pleased about maintaining our certification
to the COPC-2000® CSP Standard," said Pauline Cataldi,
HealthNow's senior vice president, Commercial Programs Customer
Service & Claims Operations. "It is a reflection
of our continuing efforts to deliver the best possible service
to our members and providers, and our ongoing efforts to exceed
their expectations. We are particularly proud of the fact
that we had zero non-conformances during the re-certification
audits, which is particularly difficult in the complex world
of healthcare insurance. Those who are familiar with the rigorous
requirements of the COPC-2000® CSP Standard know that
this not an easy accomplishment."
As a result of the certification process, the HealthNow's
contact centers have achieved sustainable improvements in
key areas including revenue, service, cost, quality, and customer
satisfaction.
Revenue: 110% Return on Investment (ROI) on COPC® Certification
initiatives
Service: 76% increase in Service Level
Service: 100% improvement in number of Calls Handled per CSR
Cost/Profitability: 59% reduction in Cost per Claim Processed
Cost/Profitability: 35% decrease in Average Handle Time
Quality: 12% improvement in First Call Resolution
Quality: 15% improvement in Contact Center Accuracy
Customer Satisfaction: 24% improvement in Group Benefit Administrator
Satisfaction
Customer Satisfaction: 12% improvement in Customer Service
Satisfaction
"For HealthNow, the COPC- 2000® CSP Standard addresses
every aspect of a first-rate customer contact center with
best practices that span the entire organization," said
Peter Bloom, president and co-founder, COPC Inc. "They
can be proud of their continued high-level of performance
reflected in both improved customer satisfaction and dollars
saved."
About HealthNow New York Inc.
HealthNow New York Inc. does business as BlueCross
BlueShield of Western New York, BlueShield of Northeastern
New York, HealthNow in central New York, and operates a Medicare
claims processing division. Headquartered in Buffalo, NY,
HealthNow is one of the Northeast's leading healthcare companies
with annual revenues exceeding $2 billion.
BlueCross BlueShield of Western New York and BlueShield of
Northeastern New York is an independent Licensee of the BlueCross
BlueShield Association.
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.)
is the world's leading authority on operations management
and performance improvement for buyers and providers of customer
contact center and business process outsourcing (BPO) services.
The COPC® Performance Management System includes operational
certification programs, operational management training, Six
Sigma in Contact Centers, performance improvement consulting,
and vendor sourcing and management services.
Since 1996, COPC Inc. has helped organizations in more than
50 countries drive results averaging two to five times Return
on Investment (ROI) with a payback of less than one year.
These results are achieved by leveraging the COPC® Family
of Standards, the industry's first performance management
and certification system which, today, remains the most rigorous
and only high performance set of global best practices and
performance metrics that simultaneously increase customer
satisfaction and profitability.
Global clients include Accenture, Apple, BT Group, Bertelsmann
Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup,
Convergys, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telefónica,
Telstra, and Wipro. For additional information, visit www.copc.com.
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