Case Study: Premera Blue Cross achieves 8% average First Call Resolution improvement (70% of agents improved) with SQM Group

Premera Blue Cross - Agent Training Best Practice

Premera Blue Cross, which serves 1.8 million members in the Pacific Northwest, needed to improve first call resolution (FCR) and overall member experience in its contact center. To address repeat calls and inconsistent agent performance, Premera engaged SQM Group and adopted SQM Workshops, a three-day, recurring training program for frontline agents.

SQM Group delivered a structured program of consolidated feedback, call calibration, peer review, and individualized action plans led by a Team Leader and Call Coach. As a result of SQM Group’s workshops, 70% of agents who completed the training improved their call resolution, the department saw an average 8% improvement in call resolution, and Premera sustained five years of improved FCR and customer satisfaction (with 100% positive workshop survey responses and a 2020 Best Practice award for FCR improvement).

Premera Blue Cross