WPS Government Health Administrators wins two awards for contact center excellence

MADISON, Wis.—May 15, 2019—WPS Government Health Administrators received two prestigious honors for contact center excellence from the International Customer Management Institute (ICMI) on May 14.

WPS received the Best Small Contact Center award, and the Best Contact Center Manager award was presented to Jerri Pigg-Shoemake, Customer Service Manager for WPS.

The awards ceremony was part of the ICMI Contact Center Expo in Fort Lauderdale, Fla.

During the keynote presentation on May 15, WPS was also recognized for its commitment to site certification with ICMI.

The ICMI Global Contact Center Awards is considered to be the most comprehensive awards program for the contact center industry and is designed to recognize the companies, contact centers, and individuals that demonstrate excellent innovation and leadership within the industry.

“Participants of the ICMI Global Contact Center Awards continue to impress each year with submissions from a robust group of individuals and teams,” said Erica Marois, Content and Awards Manager, ICMI. “This year’s winners truly set the bar for customer service excellence and demonstrated their commitment to success and moving our industry forward.”

In November 2018, it was announced that WPS earned first-time certification through the ICMI Contact Center Site Assessment Program.

WPS passed with significant scores during the assessment, thus obtaining immediate certification, which is valid for two years. Typically, an organization goes through a four-step process: a formal assessment; an improvement and implementation period; a subsequent audit; and then certification.

“Our accelerated advancement through the rigorous certification program is extremely rare and validates WPS’ best-in-class contact center and effective customer management strategy,” said Diane Pierce, Vice President of Operations for WPS Government Health Administrators.

As a Medicare Administrative Contractor (MAC), WPS provides quality, cost-effective services and technical solutions to the Centers for Medicare & Medicaid Services (CMS). The WPS Government Health Administrators contact centers in West Frankfort, Ill., and Omaha, Neb., serve Medicare Part B providers in Jurisdiction 5 (Iowa, Kansas, Missouri, and Nebraska), as well as Medicare Part A providers as part of Jurisdiction 5 (National) in nearly every state. We also serve providers in Jurisdiction 8 (Michigan and Indiana).

ICMI’s program supports a comprehensive call center management framework that uses a mix of specialized tools, best practices, assessments, and proven systems. Through ICMI site certification, participating organizations can focus on meeting core business objectives.


Jerri Pigg-Shoemake (left), Customer Service Manager, and Lisa Frese, Provider Call Center Supervisor. Photo courtesy ICMI