Case Study: Regence achieves 87% employee satisfaction and world-class FCR with SQM Group

Regence - Agent Recognition Best Practice

Regence partnered with SQM Group to develop a recognition-driven approach to motivate frontline specialists and improve member experience. Facing the challenge of reducing barriers for members and boosting first-contact resolution (FCR) and staff engagement, Regence used SQM Group’s FCR benchmarking, certification criteria, and best-practice guidance to design its Service Hero program that surfaces exemplary interactions for executive review and organizational improvement.

SQM Group helped implement and validate the Service Hero program and benchmark Regence’s call centers, producing measurable results: 87% employee satisfaction, consistent first‑quartile FCR performance against SQM’s 500-center benchmark, and multiple SQM world‑class FCR certifications (≥80% FCR) for Regence locations. The program also drives tangible recognition — quarterly prizes and a $4,000 Annual Service Hero award — and has earned Regence several SQM awards for world‑class employee satisfaction and FCR.

Regence