Blue Cross Blue Shield of Massachusetts Provider Call Center Named Call Center of Excellence

Blue Cross Blue Shield of Massachusetts (BCBSMA) has been awarded the Center of Excellence certification for its Provider Service Call Center.[caption id="" align="aligncenter" width="165" caption="Blue Cross Blue Shield"][/caption] Boston - December 15, 2004 - Blue Cross Blue Shield of Massachusetts (BCBSMA) has been awarded the Center of Excellence certification for its Provider Service Call Center. The certification, given in conjunction with the Center for Customer-Driven Quality at Purdue University draws upon best practice metrics from the world's largest database of call center performance information. The achievement of Call Center of Excellence represents a center's commitment to delivering customer service that is both effective and efficient and is awarded to call centers that demonstrate sustainable service excellence."This award is a tribute to BCBSMA's call center associates and the company's overall commitment to the provider community," said Vincent Plourde, Vice President of Provider Services at BCBSMA. BCBSMA's Provider Call Center has 200 customer service professionals and handles in excess of 2 million contacts per year responding to health care coverage and claims processing inquiries from physicians, other health care professionals and their staffs. About Blue Cross Blue Shield of Massachusetts Blue Cross Blue Shield of Massachusetts (www.bluecrossma.com) was founded 67 years ago by a group of community-minded business leaders. Today, headquartered in Boston, BCBSMA provides coverage to 2.6 million members. Consistently recognized for standards of service that are among the highest in the nation, Blue Cross Blue Shield of Massachusetts is the choice for health care consumers seeking reliable and high quality health care coverage. Blue Cross Blue Shield of Massachusetts is an independent licensee of the Blue Cross Blue Shield Association. For additional information contact: Chris Murphy (617) 246-4851 christopher.murphy@bcbsma.com About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com For additional information contact: Susan Hampton BenchmarkPortal, Inc. SusanHampton@BenchmarkPortal.com