How does a call center become the Best of the Best?

Posted by LogistiCare in nemt, Blog , member stories on 17.May.18 | 0 Comments

LogistiCare’s southwest Virginia call center has been named “Best of the Best” by Coalfield Progress and The Post.

Ask any of our Southwest Virginia Call Center employees in Norton what it takes to be best of the best, and you’ll immediately hear excitement and talk of friendly competition. While the center was recently named “Best of the Best, Readers’ Choice Awards” by the Coalfield Progress and The Post, our employees believe our members deserve the attention. “They know our members and strive to provide the best service available.  When issues arise our team attacks them as opportunities for improvement,” said Cindy Franklin, general manager, Virginia. “Our employees are the backbone of our business.”

LogistiCare Norton Managers Serving Food

Norton management team preparing to serve their staff Christmas Dinner.
From left to right: Angela Craft, CC Manager; Clark Phipps, Field Human Resource Manager; Reece Boyd, CC Supervisor; Julie Gamble, Claims Manager; and Gillian Moore, CC Supervisor.

Together, more than 200 employees create an environment that celebrates successes, milestones and collective achievements with management-hosted holiday dinners, cookouts, games with prizes and town hall meetings where they can exchange ideas.

They understand handling more than one million calls a year and serving 300,000 members a month requires team work, dedication and creativity.

“No two members have the exact same needs and yet, our employees leverage the experience they gain from one member to help other members and each other,” said Tammie Mullins, director of Operations, Virginia Operations. “It’s a hands-on, fast-paced business that requires empathy, patience and hard work. Our employees know their jobs aren’t easy but they believe our members deserve the best so they put them first and strive to be deserving of their trust. We deeply appreciate the extraordinary dedication we see and hear from our team day in and day out.”

Providing outstanding customer service in this tremendously high call volume environment is no small feat.  Yet, these dedicated, highly skilled and talented employees strive every day to be best of the best knowing that at LogistiCare “every member and every ride matters.”

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