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UPMC Health Plan Call Center Wins Global Call Center of the Year Award from ICMI

PITTSBURGH May 18, 2012 Seattle, Wash.

UPMC Health Plan won the ICMI gold award for large contact centers, which recognizes call centers that make a commitment to superior service and have done the most to deliver a quality customer experience. The ICMI award honors the contact center teams that have most enhanced the image of the call center profession and also achieved the highest standards of excellence in customer service.

Layne Holley

Mary Beth Jenkins

The UPMC Health Plan call center ensures excellence for all of its members by focusing on one-call resolution, by employing a service-driven and knowledgeable team, and also by utilizing state-of-the-art call center technology. UPMC Health Plan demonstrates its commitment to improving the member experience by listening to the voice of the consumer through all feedback and survey channels and then taking action to address members’ thoughts, ideas and suggestions.

ICMI is the leading global provider of comprehensive resources for customer management professionals who wish to improve customer experiences and increase efficiencies at every level of the contact center.

About UPMC Health Plan

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