Case Study: a large health care insurance plan achieves world-class FCR and employee satisfaction with SQM Group's Agent Recognition program

a large health care insurance plan achieves 87% employee satisfaction with SQM Group

SQM Group helped a large health care insurance plan implement a formal agent recognition program to motivate its frontline specialists to deliver exemplary customer service. The customer needed a way to highlight and reward its agents for providing high-quality support and to use those examples to identify and address systemic barriers for its members.

The solution was the creation of the Service Hero program, a multi-tiered recognition process where exemplary calls are nominated and reviewed by leaders and senior executives. This program led to consistently strong results, including an 87% employee satisfaction rate and first quartile first contact resolution (FCR) performance compared to SQM's benchmarking. The initiative also includes a significant annual award, with a $4,000 bonus for the top performer.