Case Study: Blue Cross Blue Shield of Massachusetts achieves 15:1 agent-to-real-time-support ratio and 100% escalation-to-coaching feedback with SQM Group's Service Solutions Line

Blue Cross Blue Shield of Massachusetts - Escalation Agent Best Practice

Blue Cross Blue Shield of Massachusetts, a community-focused not-for-profit health plan headquartered in Boston, needed better real-time escalation support and coaching to sustain and improve first-call resolution (FCR) in its Retail Sales and Retention call center. To address this, they partnered with SQM Group and adopted a Service Solutions Line (SSL) model alongside SQM’s FCR best-practice framework and certification.

SQM Group helped implement the SSL and related escalation best practices, giving agents real-time access to support and ensuring escalations feed 100% into coaching and training. The program produced measurable impact: a 15:1 agent-to-real-time-support/escalation ratio, sustained world-class FCR certification from SQM for five years, and demonstrable improvements in agent performance and leadership development.

Blue Cross Blue Shield of Massachusetts