Judged by Customers who called a Call Center
and Employees Who Work in a Call Center
SQM awards excellence in customer and employee satisfaction for the call center industry. SQM benchmarked over 300 call centers for the period of October 1, 2006 - September 30, 2007. 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 2007.
These prestigious industry awards were held at our Annual Summit, held in Toronto, November 28 - 30, 2007.
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Call Center of the Year Award
Organization |
Criteria |
|
|
Scotiabank (Halifax)
|
Highest Combined Customer and Employee Satisfaction. |
Call Center World Class Call Certification
Organization |
Criteria |
|
|
Blue Cross & Blue Shield of Rhode Island CAA Insurance Company (Ontario) CUETS (Regina) GMAC Financial Services (Eugene/Wichita) Marriott Systems Support Center Purolator Courier (Moncton) Scotiabank (Halifax) VSP Vision Care (East & West)
|
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 |
|
Davis + Henderson Davis + Henderson The Schwan Food Company CIBC
|
Highest Call Center Industry Customer Satisfaction
Highest First Call Resolution (FCR)
Best Selling Customer Satisfaction
Highest IVR Customer Satisfaction
|
Highest Customer Satisfaction by Industry Awards
Organization |
Award |
|
|
Scotiabank Jackson National Life Insurance VSP Vision Care Blue Cross & Blue Shield of Kansas Davis + Henderson ATCO I-Tek / Sierra Pacific Resources (Tie) Cogeco Purolator Courier Marriott Systems Support Center Region of Halton
|
Banking
Financial
Insurance
Health Care
Retail/Service
Energy
Telecommunications/TV
Union
Helpdesk
Government
|
FCR/Csat Improvement Awards
Organization |
Criteria |
|
|
ATCO I-Tek Blue Cross & Blue Shield of Rhode Island Cogeco Fido
|
Criteria is defined as an improvement in FCR and or Csat greater than 8%. |
World Class Customer Satisfaction Awards
Organization |
Criteria |
|
|
Blue Cross & Blue Shield of Kansas Canadian Tire Financial Services (CRCC) Canadian Tire Financial Services (Roadside Assistance / PDG) CitiFinancial Credit Operations (Tempe) CUETS (Regina) Davis + Henderson Discover Financial Services LLC Golden Casket Jackson National Life Insurance Marriott Systems Support Center Purolator Courier (Moncton) Region of Halton Scotiabank (Halifax) Sun Life Financial Group Retirement Services (Montreal & Waterloo) The Schwan Food Company VSP Vision Care (East & West)
|
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
|
Highest Call Center Industry Employee Satisfaction. |
Highest Employee Satisfaction by Industry Awards
Organization |
Award |
Criteria |
|
Scotiabank Canadian Tire Financial Services VSP Vision Care
|
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 (CSG) Canadian Tire Financial Services (Corp) Scotiabank (Halifax)
|
Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response). |
