2008 Award Winners


SQM Announces our 10th Annual Most Prestigious
North American Call Center Service Quality
Award of Excellence Winners for 2008


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 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. 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
	Organizations 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
	Click here to view the CSR Finalist group picture. Organizations LaToya Simpson AIR MILES Reward Program Lorraine Tomaino AIR MILES Reward Program Tahira Shahab AIR MILES Reward Program Suzanne Laurin Canadian Tire Financial Services Pedro Garcia Keystone Mercy Health Plan Arpitha D'Souza Rogers Silvana Padula Rogers Derek Tutton * Sun Life Financial Group Benefits Debbie Bender Sun Life Financial Group Benefits Karina Fleming VSP Vision Care Mike Jones VSP Vision Care     * CSR of the Year Winner   Criteria 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.
	Customer Satisfaction / FCR Awards
	Highest Customer Satisfaction for the Call Center Industry Awards Organizations   LifeScan Highest Customer Satisfaction LifeScan / The Schwan Food Company (Tie) Highest First Call Resolution The Schwan Food Company Best Selling Customer Satisfaction CIBC Highest IVR Customer Satisfaction Self Serve Kohl's 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 Specific Industry Awards Organizations   TD Canada Trust Banking Jackson National Life Insurance Financial VSP Vision Care Insurance Blue Cross & Blue Shield of Kansas / Blue Cross & Blue Shield of Massachusetts (Tie) Health Care LifeScan Retail/Service ATCO I-Tek / Accenture Utilities BPO Services (Tie) Energy Cogeco / Star Choice (Tie) Telecommunications/TV Insurance Corporation of BC (Claims Division) Union Marriott Systems Support Center Helpdesk Region of Halton 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 Organizations   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 Organizations   Blue Cross & Blue Shield of Kansas Blue Cross and 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   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 Specific Industry Awards Organizations   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 Organizations   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   Click here to print the above. (.pdf) Click here to learn more about the SQM Awards Program