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SQM Group First Call Resolution Specialist

Phone: (800) 446-2095
Fax: (250) 260-7821
Email: inform@sqmgroup.com
Website: www.sqmgroup.com
   
SQM's 10th Annual Most Prestigious North American Call Center Industry 2008 Awards for Service Quality Excellence
Judged By Customers Who Called a Call Center
and Employees Who Work in a Call Center


SQM benchmarks over 350 leading international call centers on an annual basis and has been conducting FCR / 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 databases are 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 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 recognizes 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.

Click on the photo icons below to view the pictures. (opens in new window)


Call Center of the Year Award
Organization Criteria
VSP Vision Care (West) 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
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)
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
LaToya Simpson
Lorraine Tomaino
Tahira Shahab
Suzanne Laurin
Pedro Garcia
Arpitha D'Souza
Silvana Padulo
* Derek Tutton
Debbie Bender
Karina Fleming
Mike Jones

* CSR of the Year Winner
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
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.

Click here for great customer services stories from 2008


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
Highest Customer Satisfaction
Highest First Call Resolution
Best Selling Customer Satisfaction
Highest IVR Customer Satisfaction Self Serve
Highest IVR Customer Satisfaction Navigation
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
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
Banking
Financial
Insurance
Health Care (Tie)
Health Care (Tie)
Retail/Service
Energy (Tie)
Energy (Tie)
Telecommunications/TV
Union
Helpdesk
Government
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
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
  Criteria is based on an 7% or greater FCR improvement


World Class Customer Satisfaction Awards

Organization   Criteria
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)
  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) 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
Scotiabank
VSP Vision Care
Arizona Public Service
Banking
Insurance
Energy
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
Arizona Public Service
Canadian Tire Financial Services (Corp)
Canadian Tire Financial Services (CTRA)
Scotiabank (Halifax)
VSP Vision Care (West)
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
 
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