Optum call centers recognized with Best-in-Class Awards


Date Posted: August 4, 2016

  • Awards from ContactCenterWorld, ICMI and NICE recognize excellent service in the customer management industry

EDEN PRAIRIE, MINN. (Aug. 4, 2016) — Optum®, the health services company of UnitedHealth Group (NYSE: UNH), recently 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 was recognized for delivering exceptional service to its clients in support of their goals and objectives, and awarded gold medals in the following categories:

  • Best Large Contact Center (250+), given 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.

As a national award winner, Optum now qualifies to compete in ContactCenterWorld’s Global Top Ranking Performer competition later this year in Las Vegas.

The Optum Consumer Sales and Service Contact Centers team was recognized by ICMI, a global provider of resources for customer management professionals. 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.

Optum was recognized by both organizations 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.

“The ICMI Global Contact Center Award ceremony is always a wonderful celebration of the industry’s best and brightest talents and this year’s event was no exception,” said Justin Robbins, Community Director at ICMI. “Optum and the other winners emerged from a record sized number of entrants and battled a particularly fierce field of competition. They represent nothing short of excellence and are truly pioneers in the contact center industry.”

“This recognition reflects our commitment to strong performance, continuous improvement, and innovation on behalf of our clients and customers,” said Linda Hibbert, Optum senior vice president of consumer sales and service. “We strive to achieve excellence with every single consumer interaction, and we’re honored to have received these awards.”

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.

About Optum

Optum is a leading information and technology-enabled health services business dedicated to helping make the health system work better for everyone. With more than 100,000 people worldwide, Optum delivers intelligent, integrated solutions that help to modernize the health system and improve overall population health. Optum is part of UnitedHealth Group (NYSE:UNH).