HealthNow New York Earns Re-Certification to COPC-2000 CSP Standard

Customer Operations Performance Center Inc. (COPC Inc.), global experts in contact center excellence, announces that HealthNow New York Inc. has achieved re-certification to the COPC-2000® CSP Standard Release 4.0 for Customer Service Providers at both of its inbound customer service contact centers. HealthNow New York Inc., which does business as BlueCross BlueShield of Western New York and BlueShield of Northeastern New York, has customer service centers in Buffalo and Albany that handle inbound customer service in all media.

The COPC-2000® CSP Standard is the first and only certification process designed specifically for the needs of contact centers. It was developed in 1995 by individuals from customer-focused companies who were concerned with the level of service quality provided by Customer Service Providers (CSPs). As a world-class benchmark of productivity and efficiency for customer contact operations, it is used in several hundred locations in more than 50 countries to improve performance, reduce costs, and increase customer satisfaction.

Once a CSP attains certification, they must undergo extensive and rigorous annual operational and performance evaluations conducted by COPC Inc. in order to maintain certification status. The HealthNow New York centers first attained certification in 1999 and have successfully qualified for re-certification every year since. The high level of performance excellence demonstrated by each of these operations, as measured by the re-certification audit, confirms the continuing commitment to quality and customer service maintained by HealthNow.

"We are very pleased about maintaining our certification to the COPC-2000® CSP Standard," said Pauline Cataldi, HealthNow’s senior vice president, Commercial Programs Customer Service & Claims Operations. "It is a reflection of our continuing efforts to deliver the best possible service to our members and providers, and our ongoing efforts to exceed their expectations. We are particularly proud of the fact that we had zero non-conformances during the re-certification audits, which is particularly difficult in the complex world of healthcare insurance. Those who are familiar with the rigorous requirements of the COPC-2000® CSP Standard know that this not an easy accomplishment."

As a result of the certification process, the HealthNow’s contact centers have achieved sustainable improvements in key areas including revenue, service, cost, quality, and customer satisfaction.