ATLANTA--(BUSINESS WIRE)--Anthem Blue Cross and Blue Shield’s call center for Charter Communications recently obtained J.D. Power Certification for providing outstanding customer service for phone support. The J.D. Power Customer Support Certification Program recognizes Anthem’s commitment to outstanding member advocacy when addressing benefit plans, claim inquiries, and preventive care for the more than 175,000 Anthem members covered by the Charter Communications’ medical plan.
“We strive to provide the highest quality service to our members through our assistance and support when members reach out to us,” said Tricia Fringer, Senior Vice President of Anthem National Accounts. “Receiving J.D. Power Certification in support of Charter Communications employees further emphasizes our commitment to excellence in all areas of customer service as we provide options for whole health improving the wellbeing of the people and communities that we serve.”
The Anthem Service Team, located in the Midland, GA call center, assists members with a wide range of inquiries regarding their benefits. Anthem and Charter Communications have partnered together for over 18 years, which contributed to this remarkable recognition.
“We’ve developed a tailored customer support program for Charter Communications, one of our biggest national plans,” said Maureen McQueen, COO of Anthem Blue Cross and Blue Shield. “Our effort for J.D. Power certification is led by a strong collaboration with our clinical team, enabling a simplified and personalized service for our members.”
“We view the quality of our customer service as important as the connectivity products we sell. Being certified by J.D. Power is an incredible achievement for our partners at Anthem,” said Paul Marchand, Executive Vice President, Chief Human Resources Officer, Charter Communications, which operates the Spectrum brand. “This well-deserved recognition aligns with our commitment to provide benefits that deliver value with exceptional support to help our employees navigate the complexities of the health care system.”
The J.D. Power Certified Customer Service Program is a prestigious recognition offered by J.D. Power, a trusted and credible source in the field of customer satisfaction and performance evaluation. The certification process involves a rigorous evaluation of day-to-day operations as well as an extensive survey completed by our members. The end-to-end audit by J.D. Power’s customer service experts includes review of policies, procedures, interviews with multiple levels of leaders, associates and support staff ensuring that key operational best practices are being executed against.
Charter members were surveyed about their satisfaction with their recent call center interaction. They evaluated the company’s performance in satisfaction with interactive voice response, timeliness of resolution, promptness in getting to a representative, representative knowledge, courtesy, concern, first call resolution, call duration/transfers/hold time, and overall satisfaction with customer service on live phone calls.
About Anthem Blue Cross and Blue Shield of Georgia
Anthem Blue Cross and Blue Shield is the trade name of Blue Cross Blue Shield Healthcare Plan of Georgia, Inc., an independent licensee of the Blue Cross Blue Shield Association. Anthem is a registered trademark of Anthem Insurance Companies, Inc. Additional information about Anthem Blue Cross and Blue Shield is available at www.anthem.com. Also, follow us at @anthemBCBS on X or https://www.linkedin.com/company/anthembcbs/ on LinkedIn.
Elevance Health – Charter Communications has been recognized by J.D. Power by providing "An Outstanding Customer Service Experience" for Phone support.
Disclaimer: J.D. Power 2024 Certified Customer Service ProgramSM recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit www.jdpower.com/awards.
