A Slice Above the Rest: UPMC Health Plan's Recipe for Success

This October at ICMI Contact Center Expo, UPMC Health Plan took home the trophy for Best Large Contact Center. So, what are their secrets to success? Find out in this "Winner Wednesday" Q&A.

If your contact center were a food, what would it be and why??

A: Our contact center would be a deep-dish pizza. Deep Dish pizza is a staple, satisfying, and customizable—which is how we provide service to our members. Each slice represents a different Concierge on our team, who comes to work each day with the unique skills and strengths they share on every call. Just like pizza brings people together, our Call Center is focused on creating a warm, caring and approachable environment to meet our members every need.

How do you maintain a sense of team unity in a large contact center??

A: Maintaining a sense of team unity in a contact center with 400+ concierges is a priority, and we approach it through a combination of intentional communication, shared goals, and employee engagement initiatives. We focus on Training and engagement activities such as weekly huddles, ?leadership meetings, and in-office social events. ?We also foster a culture of inclusivity within our Call Center and organization.

What strategies help you manage high volumes without sacrificing quality??

A: We employ a Workforce Management team that uses forecasting tools to predict call volumes and optimize scheduling, ensuring we have the right coverage during peak times. Our Concierges are trained to support multiple lines of business to allow them to effectively service our members. A strong focus on encouraging members to use digital tools, like our member app, reduces call volume and enhances the member experience. We maintain a positive and supportive work environment and provide clear communication about the impact of the Concierge's work to help motivate them to maintain high standards, even during busy times.

How does your center approach training to keep everyone aligned on best practices??

A: We have a continuous learning and development culture and provide regular refresher training sessions throughout the year to keep the team updated on best practices, new tools, and policy changes. Our 360 Learning Management system is a centralized knowledge base and learning management system that provides easy access to training materials, guidelines, and updates. In all of our training, we incorporate role-playing scenarios, gamified learning, and real-call scenarios to keep our Concierges engaged during our training.

What accomplishment are you most proud of as a large team??

A: We take pride in our team's exceptional engagement, even in a virtual environment. Our Concierges are dedicated to understanding and meeting the unique needs of each member, fostering genuine connections in every interaction. These aren't just calls—they're meaningful moments of support for real people seeking assistance.