In August of 2020, Blue Shield of California set a goal to bring every member call back to a support center in the United States (known as “onshoring”). Now, we are excited to announce we have achieved the 100% mark! Beginning April 1 and moving forward, every member support call will be answered by a representative here in the U.S.
While most of our award-winning customer support teams were already located domestically, the move to fully invest in U.S. call centers allowed us to bring over 650 jobs to local communities. During the transition we also added over 200 new bilingual phone representatives – increasing support for our members who feel most comfortable communicating in a language other than English.
Reaching the onshoring milestone is a mark of Blue Shield’s commitment to exceptional customer service and to our mission of creating a healthcare system worthy of our family and friends.