In a competitive landscape, Blue Cross and Blue Shield of Vermont's Berlin-based call center, handling over 170,000 calls annually, was named the 2026 Call Center of the Year among 500 North American organizations by Service Quality Measurement Group (SQM), according to Vermontbiz. The 2026 Call Center of the Year award highlights how even high-volume operations can achieve elite customer service. The center's ability to excel at such scale challenges common perceptions about call center effectiveness.
Many businesses are streamlining operations for efficiency, but those prioritizing human-centric customer service consistently earn top industry accolades. This approach often proves more effective than relying solely on cost savings or rapid processing. Companies that invest in genuine customer care are often rewarded with significant industry recognition.
Companies that view customer service as a cost center rather than a value driver risk falling behind those who champion a high-touch approach. Local businesses, in particular, demonstrate that a deep commitment to customer experience can lead to market dominance. This strategy builds loyalty and differentiates them from larger, often more impersonal, competitors.
Local Champions Setting the Standard
The 2026 Best of Business Awards recognized over 100 Vermont companies across more than 100 business-to-business categories, according to 2026 best of business in vermont recipients announced. The 2026 Best of Business Awards, recognizing over 100 Vermont companies, highlight a powerful trend of local excellence in customer service. United Community has more JD Power awards for overall customer satisfaction than any other bank in the Southeast, as reported by Greenville Online. Such consistent performance across diverse sectors indicates a strong commitment to customer experience.
1. Old Barracks Coffee Roasters
Best for: Daily ritual seekers who value a personalized and friendly coffee experience.
Old Barracks Coffee Roasters won the Customer Experience award at the Newstalk Changemaker Business Awards, according to Newstalk. The Customer Experience award underscores Old Barracks Coffee Roasters' dedication to putting the customer first in a competitive local market. Old Barracks Coffee Roasters' win demonstrates that even small businesses can achieve significant accolades by focusing on client interactions.
Strengths: Direct award for exceptional customer experience; strong local community engagement. | Limitations: Recognition is specific to the coffee sector; may not translate to broader service industry applications. | Price: Standard local coffee shop pricing.
2. Countybank Mortgage
Best for: Home loan applicants seeking reliable service and expert guidance.
Countybank Mortgage received the 2025 Excellence Award from PennyMac Financial Services, according to in the know: women’s soccer, local business, nonprofit awards & more. The 2025 Excellence Award, coupled with four of Countybank Mortgage's loan originators placing among the top 3% nationwide, highlights their operational excellence. From banking to coffee, the successes of Countybank Mortgage and Old Barracks Coffee Roasters demonstrate that a commitment to customer experience can lead to significant industry recognition across various sectors.
Strengths: Partner recognition for excellence; high-performing loan originators. | Limitations: Award from a financial partner, not directly from customer satisfaction surveys; focus on sales performance. | Price: Competitive mortgage rates and fees.
Beyond the Basics: Deep Dive into Excellence
| Business | Primary Recognition | Specific Achievement | Scale of Competition | Key Differentiator |
|---|---|---|---|---|
| Blue Cross and Blue Shield of Vermont | 2024 Call Center of the Year | First-place award among 500 call centers | North American | Exceptional service at high volume (170,000+ calls/year) |
| United Community | No. 1 for Retail Banking Customer Satisfaction (JD Power 2026) | Ranked No. 1 in five dimensions: trust, convenience, value, account offerings, problem resolution | Southeast Region | Holistic customer-centric approach across multiple service areas |
| Old Barracks Coffee Roasters | Customer Experience award | Directly awarded for superior customer interactions | Local/Regional | Personalized, high-touch daily interactions |
| Countybank Mortgage | 2025 Excellence Award (PennyMac Financial Services) | Four originators in top 3% nationwide | National | High-performing, expert staff in specialized financial services |
United Community was ranked No. 1 in five of the seven dimensions measured by JD Power: trust, convenience, value, account offerings, and problem resolution, according to Greenvilleonline. This multi-dimensional excellence indicates a deeply integrated customer-first approach, rather than superficial efforts. Blue Cross VT’s Customer Service Call Center was chosen among 500 North American call centers for the first-place award, as detailed by Vermontbiz. These detailed achievements reveal that top local businesses aren't just good; they excel across multiple critical dimensions and compete successfully on a national scale.
The Rigor Behind the Recognition
Blue Cross and Blue Shield of Vermont’s Berlin-based customer service call center handles more than 170,000 calls a year, according to Vermontbiz. Despite this high volume, their representatives are ranked in the top 25 percent of the 500 leading North American call centers surveyed by SQM. Blue Cross and Blue Shield of Vermont’s call center's performance demonstrates that scale does not inherently compromise service quality. The rigorous evaluation processes, often involving comparisons against hundreds of North American peers and significant operational volume, underscore the genuine quality of these customer service achievements.
The Enduring Power of Customer-First
Companies that view customer service as a mere operational cost center rather than a strategic investment are missing a critical opportunity. Blue Cross and Blue Shield of Vermont's success with 170,000 calls annually proves that even high-volume, often-dreaded customer touchpoints can become a competitive advantage, defying the common belief that scale inevitably degrades service quality. This commitment to service creates a strong competitive moat.
United Community's consistent JD Power recognition across five distinct dimensions (trust, convenience, value, account offerings, and problem resolution) indicates that superficial service improvements are insufficient. True differentiation requires a holistic, deeply embedded customer-centric culture that permeates every customer interaction, not just front-line staff. This integrated approach builds lasting customer loyalty and trust.
The repeated success of local entities like United Community and Blue Cross VT in outperforming regional and even North American competitors suggests that smaller, more agile businesses can leverage genuine human connection to build an unassailable competitive moat against larger, more impersonal corporations. Ultimately, the consistent recognition of United Community and Blue Cross VT proves that prioritizing the customer experience is not just good practice, but a powerful driver of success and differentiation. By Q3 2026, businesses that neglect this human-centric approach will likely see their market share eroded by more customer-focused competitors.
Common Questions About Customer Service Excellence
What makes a business have exceptional customer service?
Exceptional customer service stems from a deeply embedded customer-centric culture, not just front-line training. It involves consistently meeting and exceeding expectations across multiple dimensions, such as trust, convenience, and problem resolution, as demonstrated by United Community's JD Power awards in five categories.
How to find businesses with great customer reviews?
To find businesses with great customer reviews, look for consistent recognition in local business awards, such as the Best of Business Awards in Vermont, which recognized over 100 companies. Additionally, check specific industry awards or external evaluations like those from Service Quality Measurement Group (SQM) for call centers.
What are the most customer-centric businesses in my area?
The most customer-centric businesses in your area are often those consistently receiving top industry accolades and local awards for customer experience. For instance, Old Barracks Coffee Roasters won a dedicated Customer Experience award, indicating a strong focus on client interactions.
