UPMC Health Plan has been recognized for contact center excellence under the J.D. Power 2014 Certified Contact Center Program. This is the fourth time since 2009 that UPMC Health Plan has earned call center certification. To be recognized by J.D. Power, companies must attain a high level of performance in sales and/or service excellence that is compared to a national benchmark. The evaluation criteria includes the customer service representatives’ courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.