Top Innovator: Optum Call Centers Recognized with Best-in-Class Awards - (Archived)

Optum®, the health services company of UnitedHealth Group, is an information and technology-enabled health services business dedicated to helping make the health system work better for everyone. The company’s more than 100,000 people worldwide help improve overall population health. One way they do that is by operating call centers — often the first contact a patient has with the health care provider when experiencing a health issue. When people call their health care provider, it makes a world of difference if they’re greeted with good customer service.

Excellent customer service is a priority for Optum. And recently the company received impressive social proof that the call centers are excelling. The company won three gold medals for exceptional customer service at ContactCenterWorld, and was named Best Outsourcing Provider from the International Customer Management Institute (ICMI).

Now in its 11th year, the ContactCenterWorld competition attracted entries from all over the world. The Optum Consumer Sales and Service Contact Centers team won gold medals in the following categories:

  • Best Large Contact Center (250-plus), which goes to the overall Best Contact Center that demonstrates a commitment to the customer and ensures that the performance and objectives of the contact center are in line with and support the organization’s goals.
  • Best Home/Remote Agent Program, presented to the company that has developed a successful and sustainable model for home/remote agents with measurable success.
  • Best Technology Innovation — Internal Solution, given to the contact center that demonstrated creativity through the use of technology to enhance business performance and customer service.

ICMI, a global provider of resources for customer management professionals, also recognized the Optum Consumer Sales and Service Contact Centers team. Also in its 11th year, the ICMI Global Contact Center Awards Program honors companies, contact centers and people of the customer management industry for excellent, innovative and results-driven customer service. The 2016 Top Ranking Performers Awards attracted more than 1,500 entries from more than 50 nations.

Both organizations recognized Optum for its best practices in building out a large-scale remote work program and a robust strategy to personalize customer interactions, which has been reflected in customer satisfaction ratings. Optum also recently received an award from The NICE Customer Excellence awards program, which honors organizations that use NICE’s voice analytics products and services to drive creative, innovative customer interactions.

And now the company can add a FedPulse Top Innovator commendation to its list of accolades.


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