Security Health Plan earns national customer service awards

Security Health Plan has once again been recognized for delivering outstanding customer experience, earning multiple prestigious honors from the Service Quality Measurement (SQM) Group, a leading North American research firm that benchmarks more than 500 contact centers and conducts over 1.5 million customer surveys annually.

Among the 2025 SQM recognitions, Security Health Plan achieved a significant milestone – 10 consecutive years of World-Class First Call Resolution (FCR) Certification, a distinction earned by only a select number of contact centers nationwide.

The organization received the following 2025 SQM awards:

• Call Center World-Class First Call Resolution Certification
• Highest Customer Service Award – Health Care Industry
• Highest Customer Service Award – Non-Profit Sector
• World-Class Employee Experience Award
• Finalist – Best Performing Small- to Mid-Sized Call Center

SQM’s World-Class FCR Certification is awarded to organizations that achieve 89% or higher first call resolution for at least three consecutive months, underscoring Security Health Plan’s consistent ability to resolve member needs quickly and accurately.

“This milestone reflects years of dedication and a strong culture centered on our members,” said Ryan Ling, Director of Member Experience at Security Health Plan. “These awards are a direct reflection of the care, skill and heart our teams bring to every interaction. Achieving 10 years of World-Class performance is no small feat—it’s the result of teamwork, continuous improvement and a commitment to doing what’s right for our members.”

Security Health Plan began partnering with SQM in 2015 to implement member call surveys and measure first call resolution, satisfaction and overall experience. Since then, the organization has used SQM insights to drive continuous improvement across its customer service operations.

In addition to customer service excellence, Security Health Plan was recognized for its World-Class Employee Experience, highlighting strong employee engagement and workplace satisfaction, an essential component of delivering exceptional member care.

“When our team members feel supported and empowered, they’re able to provide the best possible service,” Ling added. “Taking care of our people helps us take better care of our members.”