Service Quality Management Group (SQM), a leading North American research company, recently granted Prime Therapeutics, LLC an award for its excellence in call center practices.
"This award recognizes the continuous improvement work Prime’s call center teams are doing to drive superior member experiences and make it easier for people to get the medicine they need,” Prime's Chief Operations Officer Duane Barnes said.
Prime’s call center in Omaha, Nebraska, was granted Call Center World Class Certification, a recognition indicating that 80 percent or more of the calls conducted through the Omaha call center met SQM’s world-class service levels for three months or more in 2014.
"I am proud of the positive impact our Omaha call center team has had on our members,” Barnes said. “The team focused on driving improvement and providing the most superior experience possible. This award honors those ongoing efforts.”
Prime also received SQM’s First Call Resolution Improvement Award. First call resolution is the highest correlated metric to customer satisfaction of all call center metrics.
SQM’s annual call center industry awards program is the most prestigious and sought-after call center awards program in North America.