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Contact (UPMC Health Plan):

Gina Pferdehirt
Director, Public Relations & Community Relations
UPMC Health Plan

UPMC Health Plan Wins Best Large Contact Center Award at IQPC’s 2016 Call Center Week


PITTSBURGH (July 12, 2016) – For the second year in a row, UPMC Health Plan was named the Best in Class Contact Center at the 2016 Call Center Week Excellence Awards held last week.

The 2016 Call Center Week Excellence Awards are a production of the International Quality & Productivity Center (IQPC) and honor, recognize and promote the most innovative contact center solutions and individuals over the past year. The awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of contact center functions. UPMC Health Plan prevailed over Acquire BPO (Runner Up) and HSN (Honorable Mention). Previous winners include Delta and Experian. Dish Network, New York Life and NYC 311 were past finalist.

“We are honored to be recognized nationally as a leader in providing best in class call center services. Our culture of service and dedicated staff offer a high level of assistance and value to our members,” said Mary Beth Jenkins, UPMC Health Plan’s Senior Vice President and COO.

"Congratulations to the finalists for the CCW Excellence Awards," said Lisa Schulman, Executive Producer of CCW. "We received an impressive roster of applications; our finalists have demonstrated that they have the commitment and internal collaboration needed to get to the next level of service excellence."

In May 2016, UPMC Health Plan’s call center won the Best Strategic Value to the Organization and was recognized for Best Use of Technology by the International Customer Management Institute (ICMI). ICMI recognizes contact centers around the world that best embody contact center excellence.

In addition, UPMC Health Plan’s call center has earned call center certification from the J.D. Power Certified Contact Center Program five times since 2009. To be recognized by J.D. Power, companies must attain a high level of performance in sales and/or service excellence, which is compared to a national benchmark. The evaluation criteria include the customer service representatives’ courtesy, knowledge and concern for the customer, promptness in speaking to a person, and timely resolution of the problem or request.


About UPMC Health Plan

UPMC Health Plan, headquartered in Pittsburgh, Pa., is among the nation’s fastest-growing health plans. It is owned by UPMC, a world-renowned health care provider. As part of an integrated health care delivery system, UPMC Health Plan is committed to providing its members better health, more financial security, and the peace of mind they deserve. UPMC Health Plan partners with UPMC and community network providers to produce a combination of knowledge and expertise that provides the highest quality care at the most affordable price. The UPMC Insurance Services Division – which includes UPMC Health Plan, UPMC WorkPartners, LifeSolutions, UPMC for Life, UPMC for You, UPMC for Kids, Askesis, and Community Care Behavioral Health — offers a full range of group health insurance, Medicare, Special Needs, CHIP, Medical Assistance, behavioral health, employee assistance, and workers' compensation products and services to over 2.9 million members. For more information, visit www.upmchealthplan.com.