BeneCard PBF Contact Centre Wins Third Straight Stevie Award for Improved Speed and Quality

BeneCard PBF’s contact centre wins third straight Stevie for service excellence

BeneCard PBF is winning a Silver Stevie Award in the Sales & Customer Service category, marking its third consecutive year of recognition by the Stevie Awards. The pharmacy benefit manager says the award, announced this week, reflects sustained improvements in contact‑centre performance and a focus on member‑centred outcomes. The company credits disciplined measurement and ongoing investment in staff and processes for the achievement.

Operational metrics underpinning the award show measurable gains in speed and quality, with BeneCard PBF reporting average speed of answer improving to 21 seconds in 2025 from 27 seconds in 2024, well ahead of a 30‑second goal. The firm also reports more than 99 percent for inbound and outbound call quality, 100 percent written response quality and a third‑party audit that finds 100 percent accuracy in call categorization, handling and documentation. Leadership frames these results as evidence that targeted process changes and employee support are translating into faster, more accurate service for members.

BeneCard PBF’s contact‑centre leadership says the organisation balances improvements in speed with rigorous quality control. Dave Slonac, the assistant vice president of the contact centre, emphasises that the 2025 performance is achieved while maintaining near‑perfect quality metrics and passing an external audit. The company positions the award as both recognition and a signal of continued focus on measurable service outcomes and operational effectiveness.

Stevie Awards context and judging

The Stevie Awards adjudication evaluates more than 2,100 nominations from 41 nations and territories, with winners selected by the average scores of 150 professionals on eight specialised judging committees. Winners are due to be celebrated at a gala at the Marriott Marquis in New York City on March 5, where more than 300 industry professionals will attend.

Industry positioning and potential impact

BeneCard PBF is one of a small number of pharmacy benefit managers recognised by the Stevies, an outcome the company says helps validate its service model in a crowded PBM market. The recognition may strengthen its profile with employer clients and members as PBMs compete on speed, accuracy and customer experience rather than price alone.