2007 Call Center Award Winners

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SQM's 9th Annual Most Prestigious North American Call Center Industry 2007 Awards for Service Quality Excellence

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

  Highest Combined Customer and Employee Satisfaction.

Call Center World Class Call Certification


Organization

 

Criteria

  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

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

Banking
Financial
Insurance
Health Care
Retail/Service
Energy
Telecommunications/TV
Union
Helpdesk
Government
 

FCR/Csat Improvement Awards

Organization

 

Criteria

  Criteria is defined as an improvement in FCR and or Csat greater than 8%.

World Class Customer Satisfaction Awards

Organization

 

Criteria

  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

  Highest Call Center Industry Employee Satisfaction.

Highest Employee Satisfaction by Industry Awards

Organization

Award

Criteria

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

  Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response).