Case Study: Blue Cross Blue Shield of Massachusetts achieves 5 consecutive years of world-class First Call Resolution and the 1st FCR Measurement Best Practice Award with SQM Group

Blue Cross Blue Shield of Massachusetts FCR Measurement Best Practice

Blue Cross Blue Shield of Massachusetts, a community-focused, not-for-profit health plan headquartered in Boston, faced the challenge of consistently delivering high First Call Resolution (FCR) and member satisfaction in its Retail Sales and Retention call center. To benchmark, measure, and institutionalize best practices for FCR, they worked with SQM Group and adopted SQM’s FCR Measurement Best Practice approach.

SQM Group helped Blue Cross Blue Shield of Massachusetts embed an “FCR operating philosophy” across people, processes, and technology and certified the call center as world-class for five consecutive years (2016–2020). As a result, the center achieved an FCR rate at or above the 80% world-class threshold, placed in the first quartile versus SQM’s benchmarking of over 500 North American call centers (only 5% reach this standard), and became SQM Group’s first FCR Measurement Best Practice Award winner—improving member experience while reducing cost-to-serve.

Blue Cross Blue Shield of Massachusetts