SQM's Call Center Awards for Excellence (2006 Winners)

SQM awards excellence in customer and employee satisfaction for the call center industry. SQM benchmarked over 260 call centers for the period of October 1, 2005 - October 27, 2006. In each call center, SQM surveyed 200 - 400 customers within 1-3 days of their call to the call center to understand their satisfaction with their service experience. In addition, for each call center that participated in the employee benchmarking study, SQM surveyed 50 - 300 employees who work in their call center to understand their satisfaction working in their call center. Based on the call centers benchmarked, SQM recognizes the following Service Quality Award of Excellence Winners for 2006.

These prestigious industry awards were held at our Annual Summit, held in Toronto, November 29, 30 and December 1, 2006.

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Call Center of the Year Award

Organization	Criteria
Canadian Tire Financial Services (CRCC)	Highest Combined Customer and Employee Satisfaction

Call Center World Class Call Certification

Organization	Criteria
Marriott International VSP (East & West) CAA Insurance Company (Ontario)	Performed at the world class call customer satisfaction and call resolution level for 6 months or more

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Call Center Industry Awards
Organization	Award
LifeScan Purolator Courier Marriott International The Schwan Food Company CIBC ClientLogic / OLS (Tie)	Highest Call Center Industry Customer Satisfaction Highest First Call Resolution (FCR) Most Improved First Call Resolution Best Selling Customer Satisfaction Highest IVR Customer Satisfaction Best Outsourcer Customer Satisfaction

Highest Customer Satisfaction by Industry Awards
Organization	Award
TD Canada Trust Jackson National Life Insurance Vision Service Plan Blue Cross & Blue Shield Massachusetts The HON Company ATCO I-Tek StarChoice Purolator Courier Marriott International Region of Halton	Banking Financial Insurance Health Care Retail Energy Telecommunications/TV Union Helpdesk Government

FCR Improvement Awards
Organization		Criteria
Sun Life Financial Canada Insurance Corporation of British Columbia Family Maintenance Enforcement Program Blue Cross & Blue Shield Massachusetts 407 ETR Citizenship and Immigration Canada		Criteria is defined as an improvement in FCR greater than 10%

World Class Customer Satisfaction Awards
Organization		Criteria
The HON Company Vision Service Plan Discover Financial Services LLC Blue Cross & Blue Shield Massachusetts Marriott International Canadian Tire Financial Services (CRCC) Lifescan The Schwan Food Company Jackson National Life Insurance TD Canada Trust Purolator Courier Region of Halton		Criteria is defined as an achievement of 80% or higher of call center customers rating their experience as very satisfied (top box response)

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award
Organization		Criteria
Canadian Tire Financial Services (CSG)		Highest Call Center Industry Employee Satisfaction

Highest Employee Satisfaction by Industry Awards
Organization	Award	Criteria
Scotiabank Canadian Tire Financial Services Vision Service Plan	Banking Financial Insurance	Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

World Class Employee Satisfaction Awards
Organization		Criteria
Canadian Tire Financial Services (CRCC) Canadian Tire Financial Services (CSG) Canadian Tire Financial Services (Corp) Canadian Tire Financial Services (CTRA)		Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response)