Blue Cross Blue Shield of Massachusetts FCR Measurement Best Practice What is a Good FCR Rate? Before we share "what is a good First Call Resolution (FCR) rate insights," we need to emphasize the importance of FCR. The FCR metric should be considered the most important call center metric ...
near矮恟sal health care coverage since the passage of Massachusetts' health care reform law in 2006, adults and their families, especially vulnerable populations, are having difficulty accessing behavioral health services, a new report by the Blue Cross Blue Shield of Massachusetts (BCBS) ...
Van Faasen, back in the chief executive’s seat at Blue Cross and Blue Shield of Massachusetts for only three weeks, finds himself battling state regulators over their rejection of proposed health premium hikes for individuals and small businesses. But sounding like a reluctant warrior, Van ...
We ramped up our on-site antigen and PCR testing in both Danvers, Massachusetts, and Aachen, Germany for early virus detection and administered thousands of COVID tests. This proactive testing reduced employee anxiety and allowed us to get production back to full capacity to build essential lifes...
Blue Cross Blue Shield of Massachusetts FCR Measurement Best Practice Award Winner The Impact of FCR on NPS The Net Promoter Score (NPS) is widely used by leading North American companies to help determine the transactional NPS for using their call center. A transactional NPS is based on using...
Blue Cross Blue Shield of Massachusetts FCR Measurement Best Practice What does world-class call center performance look like? Based on SQM Group’s call center metrics and key performance indicators (KPIs) tracking and benchmarking studies that we have been conducting for over 25 years, we have...
Blue Cross Blue Shield of Massachusetts FCR Measurement Best Practice Award Winner First Call Resolution Metric It is SQM’s view that because First Call Resolution (FCR) has been around for so long, it has lost its popularity among some call center leaders. FCR has become less trendy as a ...