Call Center Industry 2011 Award Winners for VoC Excellence
SQM benchmarks over 450 leading North American call centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. On an annual basis, SQM conducts over 1 million surveys with customers who have called a call center. SQM also conducts over 25,000 surveys annually with employees who work in call centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. 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 conducted the benchmarking studies for the period of October 1, 2010 to September 30, 2011.
For each call center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the call center in order to understand their satisfaction with their call center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the call center improve their FCR and Csat performance.
In addition, for each call center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the call center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the call center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the call center’s FCR performance in terms of people, process and technology practices.
SQM has 39 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 2011. These prestigious call center industry awards were presented at our annual conference, held in Toronto, November 17th, 2011.
Call Center of the Year Award
| Organization | Criteria |
|
Call Center of the Year winner:
Call Center of the Year Finalists:
Scotiabank (Halifax)
VSP Vision Care (California)
|
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 |
Call Center of the Year Finalists 2011 Group PhotoCall Center World Class Call Certification
| Organization | Criteria |
| Criteria used for Call Center World Class Call Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2011. 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 the customer service representative |
CSR Finalists for CSR of the Year
CSR Name |
Organization |
Criteria |
 Robert Salisbury |
Blue Cross of Idaho | To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that a CSR delivered |
| Barnney Sandoval |
Blue Cross Blue Shield of Vermont | |
| Sam Wong |
Brother Canada | |
| Blaise D’Mello |
LoyaltyOne | |
| Samina Rifat |
LoyaltyOne | |
| * Danny Sipchand |
Rogers Enterprise Service Delivery | |
| Gordon Ryan |
Scotiabank | |
| Mally Metlege |
Scotiabank | |
| Tricia Hann |
Scotiabank | |
| Valerie Dibowski |
Sun Life Financial | |
| Kim Ostry |
VSP Vision Care |
* CSR of the Year Winner
CSR of the Year Finalists Group Photo
CSR Top 10 World Class Csat Improvement Finalists
CSR Name |
Organization |
Criteria |
| Daniel McMillan |
407 ETR | To be eligible, a customer representative must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great CSR Csat improvement story |
| Anita Kaay |
Insurance Corporation of BC | |
| Nataly Batlle |
Scotiabank | |
| Blaine Young |
Sun Life Financial | |
| Larry Manecas |
Sun Life Financial | |
| Linda Marschall |
Sun Life Financial | |
| Nathan Delaquis |
Sun Life Financial | |
| Sandra Garrett |
Sun Life Financial | |
| Jennifer Seeley |
VSP Vision Care | |
| Kim Ostry |
VSP Vision Care |
Supervisor Finalists for Supervisor of the Year
Supervisor Name |
Organization |
Criteria |
| Donald Wynant |
Blue Shield of California | To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great CSR Csat coaching story |
| Sandra Wilson |
Horizon Blue Cross Blue Shield of New Jersey | |
| Nancy Chia |
Insurance Corporation of BC | |
| Deborah Aiple |
Insurance Corporation of BC | |
| Albany Gamero |
LoyaltyOne | |
| * Lisa Jones |
Sun Life Financial |
* Supervisor of the Year Winner
Supervisor of the Year Finalists Group Photo
Customer Satisfaction & First Call Resolution Awards
Highest Customer Satisfaction for the Call Center Industry Awards
Organization |
Award |
Criteria |
|
The Schwan Food Company Arizona Public Service |
1. Best Selling Customer Satisfaction
2. Highest IVR Customer Satisfaction Self Serve
3. Highest IVR Navigation to the Right CSR
|
1. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach 2. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR 3. This award recognizes the call center with the highest IVR navigation to the right CSR the first time |
Highest Customer Satisfaction by Industry Awards
Organization |
Award |
Criteria |
|
Banking
Financial
Credit Card
Insurance
Health Care
Retail/Service
Energy
Telecommunications/TV
Union
Helpdesk
Government
Business to Business
Outsourcer
|
Criteria used for highest customer satisfaction for each specific industry/sector are based on having the highest world class call rating for an organization |
FCR Improvement Awards
Organization |
Criteria |
|
|
Blue Cross and Blue Shield of Nebraska Fido Mobile (OLS) |
Criteria are based on a 5% or greater annual FCR improvement from the most recent study within the last two years |
Employee Satisfaction Awards
Highest Employee Satisfaction for the Call Center Industry Award
Organization |
Criteria |
|
| Criteria used for highest employee satisfaction for the call center industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center |
Highest Employee Satisfaction by Industry Awards
Organization |
Award |
Criteria |
|
Arizona Public Service |
Banking
Insurance
Energy
Outsourcer
|
Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center |
Most Improved Employee Satisfaction
Organization |
Criteria |
|
|
Canadian Tire Financial Services (CRCC)
|
Criteria are based on highest Esat improvement from previous year |
World Class Employee Satisfaction Awards
Organization |
Criteria |
|
|
Arizona Public Service |
Criteria are based on 45% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating |