Case Study: Regence Blue Cross and Blue Shield Plans achieves world-class call center performance (86% First Call Resolution, 90% Customer Satisfaction) with SQM Group

Regence Blue Cross and Blue Shield Plans (Federal Employee Program) - Customer Journey Mapping Best Practice Case Study

Regence Blue Cross and Blue Shield Plans (Federal Employee Program), serving more than two million members across Idaho, Oregon, Utah and select Washington counties, engaged SQM Group to address member experience and contact-center performance challenges. Using Customer Journey Mapping Best Practice services from SQM Group, Regence sought to identify pain points and reduce repeat claim calls while improving overall member satisfaction.

SQM Group helped Regence map the member journey and implement targeted process and service improvements; as a result Regence achieved a First Call Resolution rate of 86%, a Customer Satisfaction (Top Box) score of 90%, and reduced member-submitted claim repeat calls to 15%. These metrics place Regence’s call center at a world-class standard for customer service, demonstrating clear, measurable impact from SQM Group’s work.

Regence