Customer Service | VSP Blog

Posts Tagged ‘customer service’

VSP awarded “Innovator of the Year” for advanced customer service

Posted on August 27th, 2010 by Lisa P.

Verint Systems, Inc. named VSP Vision Care its 2010 “Innovator of the Year.” The honor, designed to recognize workforce optimization (WFO) professionals, focuses on new approaches to today’s customer service operations, and programs and initiatives that advance the customer experience.

VSP utilizes Verint’s Impact 360 Workforce Optimization software as an enabling solution to help foster a performance culture grounded in four key areas: systems, service, value and people. “Delivering world class service to our members and doctor network are vital to VSP’s success and core to our culture,” said Laura Costa, Chief Operating Officer, VSP Vision Care. ”With workforce optimization and speech/data analytics, we’re able to think about our business in new ways. Beyond savings, this approach is yielding impressive results through increased customer satisfaction, deeper insight into customer service representative efficiency and productivity, and enhanced coaching, training and performance.”

With this new software, VSP has improved its contact center handle times, customer service representative (CSR) availability and shift scheduling—efficiencies that have resulted in roughly $3 million in savings in year one alone.

File under: Uncategorized | Tagged: customer service, innovator of the year, Laura Costa, verint, verint systems, VSP Vision Care
No Comments »

VSP Supports the 2010 Sacramento Black Expo

Posted on March 1st, 2010 by Jill N

Gail J. and her grand-daughter.

Gail J. works in VSP’s Human Resources department. She shares her experience as an employee volunteer at the recent 2010 Sacramento Black Expo, of which VSP was a major sponsor.

VSP made quite the impression at Black Expo 2010. We’ve participated in the past by having the standard booth and VSP volunteers on hand to share information about our company, more so from a job opportunity perspective. But this year, it felt different. With our VSP Mobile Clinic, SeeLia, as the backdrop of our booth, it was a thrill seeing the eyes of both children and adults as they approached us. Lots of “Wow! Look how big that thing is!” People were definitely drawn to VSP; and whether they wanted information about vision care, job opportunities, or simply to spin the prize wheel, they walked away with a true sense of the VSP experience.

While VSP made quite the impression to others, my volunteer experience left quite the impression on me. A lot of times, events such as these are basically an opportunity for people to walk by and grab the free giveaways. I didn’t get that sense this time at all. I may have chatted with at least a hundred people during my few hours of staffing the booth, but one person in particular stood out for me. I met an elderly gentleman who didn’t know anything about VSP and when I shared what we were doing at Black Expo (e.g. sharing eye health information, the Mobile Eyes program, job opportunities), he said he knew it was important to go to the doctor every year for a check-up, but he just didn’t have the money and he didn’t think the government was going to fix healthcare with all of their partisanship. I told him about our voucher program and to step inside the mobile clinic to learn more about the program. He emerged a few minutes later with a voucher and list of local VSP providers in hand. He had the biggest grin on his face and thanked me for making his day. I honestly believe the reverse was true … he made my day.

File under: Uncategorized | Tagged: African-American Community, Black Expo 2010, Black History Month, charitable eyecare, customer service, eye health, eyecare, FORTUNE 100 Best list, human resources, job opportunities, kids, Sacramento Black Expo, Sacramento Observer, SeeLia, vision benefits, vision insurance, volunteering, VSP Mobile Eyes, VSP Vision Care
No Comments »

A Little Kindness Goes a Long Way

Posted on December 23rd, 2009 by Sara B.

Sara B. is a member of VSP's Finance Team.

“The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failure, than successes, than what other people think or say or do. It is more important than appearance, giftedness or skill. It will make or break a company … a church … a home. The remarkable thing is we have a choice everyday regarding the attitude we will embrace for that day. We cannot change our past … we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude. I am convinced that life is 10% what happens to me and 90% of how I react to it. And so it is with you … we are in charge of our attitudes.”

-Charles R. Swindoll

I still remember it like it was yesterday. I had just started my career at VSP last year and was going through some of my mail in the morning, when I saw my name neatly written on the front of an interoffice envelope. As I opened it, I noticed a sales office had forwarded me a client’s payment. Attached to the payment was a small note that read,

“Hi Sara – this appears to be for one of your clients; it was sent to us, in error. I look forward to working with you. Have a great day! –Des.”

The note was attached to the client’s payment with a metallic blue paperclip. Two things immediately stood out. One, the small, thoughtful note, which spoke volumes about Des’s character and two, the brightly colored paperclip. Reading that note instantly brought a smile to my face. Des’s note reminded me that a little kindness really does go a long way. Good behavior is like a chain reaction; equally, so is bad behavior. Read more »

File under: Million Dollar Service | Tagged: attitude, bad behavior, Charles R. Swindoll, customer service, good behavior, kindness, thoughtful, VSP Vision Care
1 Comment »

Are You an Andrea?

Posted on July 6th, 2009 by Tamiko M.

Tamiko M. is a member of VSP's Provider Services Team.

“Thank you for calling Dr.’s Keddington and Kalra. This is Andrea. I’m so glad you called; how can I help you?”. That’s how I’m greeted by Andrea when calling a San Diego area optometric practice. So happy I called – really? What a way to set the stage. I can hear her smile through the phone. And she walks the talk. I’ve visited the practice, met with the staff, interacted with a doctor – everyone follows through on the expectation that Andrea sets. The doctors and staff don’t take their patients and business partners for granted.

Andrea from Drs. Keddington and Kalra.

At VSP we take service seriously. In my work in Provider Relations I meet with doctors and their staff members regularly. The most common feedback? “You guys provide great customer service!” (or some similar comment). The service that our providers receive from our Customer Service Representatives sets the bar high for me. Customer Service is my Andrea – they frame the expectations that providers have of me. In these difficult economic times, more than ever, I know that I can’t afford to take the loyalty and hard work of our providers for granted.

I’m glad there are “Andreas” on my team. Does your business have an Andrea? Tell us about her (or him!).