Call Center Industry 2008 Award Winners for VoC Excellence
SQM benchmarks over 350 leading international call centers on an annual basis and has been conducting first call resolution (FCR)/Customer Satisfaction (Csat) benchmarking studies since 1996. On an annual basis, SQM conducts over 1 million surveys with customers who have used a call center, email, website or IVR contact channel service. SQM also conducts over 25,000 surveys yearly with employees who work in call centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM does business in 9 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica and Mexico.
Based on our call center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the call center industry. We have recognized top performing call centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a call center and employees who work in a call center. SQM benchmarked 352 call centers for the period of October 1, 2007 to September 30, 2008.
For 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 with working in their call center. SQM has 34 different awards that recognize the top performing call centers. Based on the call centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2008.
These prestigious call center industry awards were presented at our annual conference, held in Toronto, November 18 – 20, 2008.
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Call Center of the Year Award
Organization |
Criteria |
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VSP Vision Care (West)
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Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating for SQM’s 2008 Call Center Benchmarking Study |
Call Center World Class Call Certification
Organization |
Criteria |
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Blue Cross & Blue Shield of Massachusetts Blue Cross & Blue Shield of Rhode Island CAA Insurance Company (Ontario) Marriott Systems Support Center Scotiabank (Halifax) Scotiabank Helpdesk VSP Vision Care (East & West)
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Criteria used for Call Center World Class Call Certification is 50% or higher of the calls are at the world class level for 6 months or more in 2008. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and also is very satisfied with 5 key customer service metrics |
CSR Finalists for CSR of the Year
CSR Name |
Organization |
Criteria |
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LaToya Simpson Lorraine Tomaino Tahira Shahab Suzanne Laurin Pedro Garcia Arpitha D’Souza Silvana Padulo * Derek Tutton Debbie Bender Karina Fleming Mike Jones
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AIR MILES Reward Program
AIR MILES Reward Program
AIR MILES Reward Program
Canadian Tire Financial Services
Keystone Mercy Health Plan
Rogers
Rogers
Sun Life Financial Group
Sun Life Financial Group Benefits
VSP Vision Care
VSP Vision Care
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To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 50% or higher of the calls surveyed are at the world class call level. Call Center Management must also send an example of great customer service that a CSR delivered. |
* CSR of the Year Winner
Customer Satisfaction & First Call Resolution Awards
Highest Customer Satisfaction for the Call Center Industry Awards
Organization |
Award |
Criteria |
LifeScan LifeScan / The Schwan Food Company (Tie) The Schwan Food Company CIBC Kohl’s
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Highest Customer Satisfaction
Highest First Call Resolution
Best Selling Customer Satisfaction
Highest IVR Customer Satisfaction Self Serve
Highest IVR Customer Satisfaction Navigation
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Criteria used for highest customer satisfaction are based on having the highest customer overall very satisfied (top box response) rating for the call center industry. |
Highest Customer Satisfaction by Industry Awards
Organization |
Award |
Criteria |
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TD Canada Trust Jackson National Life Insurance VSP Vision Care Blue Cross & Blue Shield of Kansas (Tie) Blue Cross & Blue Shield of Massachusetts (Tie) LifeScan ATCO I-Tek (Tie) Accenture Utilities BPO Services (Tie) Cogeco / Star Choice (Tie) Insurance Corporation of BC (Claims Division) Marriott Systems Support Center Region of Halton
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Banking
Financial
Insurance
Health Care (Tie)
Health Care (Tie)
Retail/Service
Energy (Tie)
Energy (Tie)
Telecommunications/TV
Union
Helpdesk
Government
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Criteria used for highest customer satisfaction are based on having the highest customer overall very satisfied (top box response) rating for their specific industry. |
FCR Improvement Awards
Organization |
Criteria |
|
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Accenture Utilities BPO Services ATCO I-Tek BMO Mosaic Mastercard (Montreal & Toronto) CAA Insurance Company (Ontario) Capital One Cogeco Ontario Canadian Tire Financial Services (CTRA) Insurance Corporation of BC (Claims Division) Region of Halton Star Choice The Schwan Food Company TD Canada Trust Xplornet
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Criteria is based on an 7% or greater FCR improvement. |
World Class Customer Satisfaction Awards
Organization |
Criteria |
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Blue Cross & Blue Shield of Kansas Blue Cross & Blue Shield of Massachusetts Canadian Tire Financial Services (CTRA) Citi Retail Services, Credit Operations (Phoenix) CUETS – Regina Discover Financial Services LLC Insurance Corporation of BC (Claims Division) Jackson National Life Insurance Kohl’s LifeScan Marriott Systems Support Center Molson Coors Brewing Company Region of Halton Scotiabank (Halifax) Sun Life Financial Group Retirement Services (Waterloo) TD Canada Trust The Schwan Food Company VSP Vision Care (East & West)
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Criteria is based on 80% or higher of call center customers rate their overall experience as very satisfied (top box response) rating. |
Employee Satisfaction Awards
Highest Employee Satisfaction for the Call Center Industry Award
Organization |
Criteria |
|
|
VSP Vision Care (West)
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Criteria is based on having the highest number of employees rate their overall experience as very satisfied (top box response) rating for working in their call center for the call center industry. |
Highest Employee Satisfaction by Industry Awards
Organization |
Award |
Criteria |
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Scotiabank VSP Vision Care Arizona Public Service
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Banking
Insurance
Energy
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Criteria used for highest employee satisfaction are based on having the highest employee overall very satisfied (top box response) rating for working in their call center for their specific industry. |
World Class Employee Satisfaction Awards
Organization |
Criteria |
|
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Arizona Public Service Canadian Tire Financial Services (Corp) Canadian Tire Financial Services (CTRA) Scotiabank (Halifax) VSP Vision Care (West)
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Criteria is based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating. |