About Awards
Awards & Certification Video
2009 Award Winners
2008 Award Winners
2007 Award Winners
2006 Award Winners
Nomination Application
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Phone: (800) 446-2095
Fax: (250) 260-7821
Email: inform@sqmgroup.com
Website: www.sqmgroup.com
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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
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Organization
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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
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Call Center World Class Call Certification
CSR Finalists for CSR of the Year
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CSR Name
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 Organization
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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
* CSR of the Year Winner
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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.
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Customer Satisfaction & First Call Resolution Awards
Highest Customer Satisfaction for the Call Center Industry Awards
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Organization
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Award
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Criteria
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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
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Employee Satisfaction Awards
Highest Employee Satisfaction for the Call Center Industry Award
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Organization
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Criteria
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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
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Highest Employee Satisfaction by Industry Awards
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Organization
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Award
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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
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