SQM benchmarks over 350 leading international call centers on an annual basis and has been conducting FCR / Csat benchmarking studies for over 12 years. 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 are presented at our annual conference, held in Toronto, November 18 - 20, 2008.
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