Excellence in Innovation

Pacific Blue Cross, British Columbia's largest and most trusted provider of health and dental benefits, was presented with the Award of Excellence in Innovation by the British Columbia Call Centre Association (BCCCA). This prestigious award is given to organizations who clearly demonstrate how an innovative solution has improved service levels and increased customer/employee satisfaction.

Some of the customer benefits include an 80% reduction in wait times, an IVR self-help feature, a decrease in lost call levels from 25% to under 5%, and a significant increase in first call resolution.

In a very short period of time Pacific Blue Cross brought together the EHC and Dental service departments, cross trained the staff, and in October 2000, with the assistance of fellow award winner, LGS Group (BCCCA Award for Excellence in Partnership), implemented a new call centre system – CARES (Client Assistance Response Enquiry System). The result of this effort has been a dramatic improvement in service.

"We are very excited about winning the Excellence in Innovation Award," said Leza Muir, Vice President, Business Services. "The hard work and dedication of our staff is the reason for our spectacular success in confirming Pacific Blue Cross as an organization clearly focused on the customer."

More information about CARES can be found here.