2023 Call Center Industry Award Winners
SQM benchmarks over 500 leading North American call centers on an annual basis and has been conducting customer and employee experience studies since 1996. SQM annually conducts over 1.5 million surveys with customers who have used a call center, email, website, IVR, chat, or site contact channel service. 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. Based on our customer and employee studies, SQM awards excellence in FCR, customer satisfaction, and employee satisfaction for the call center industry. We have been recognizing top-performing call centers for customer and employee experience since 1998. SQM awards are based on customers who have used a contact channel and employees who work in a call center. For the 2023 Call Center Industry Awards, SQM conducted customer and employee experience studies for the period of January 1 to December 31, 2023.
For each call center that participated in the customer experience study, SQM completed a minimum of 400 post-contact surveys. For each call center that participated in the employee benchmarking study, SQM completed a minimum of 100 agent surveys, or, if the call center had less than 100 agents, 90% of the agent workforce completed surveys. CX Best Practice Awards acknowledge organizations that have demonstrated a best practice that has improved first call resolution (FCR) or provided a positive customer experience.
SQM has more than 50 different award categories that recognize the top-performing organizations in FCR, employee experience, and FCR Best Practice performance. Based on the organizations benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2023. These prestigious customer experience industry awards were presented at our 25th annual awards ceremony, held at The Coeur d'Alene Resort in Coeur d'Alene, Idaho, on May 22 & 23, 2024.
Award Name
Name: Temp Name
Organization: Temp Company
Award Name
Name: Temp Name
Organization: Temp Company
Customer Experience Awards
Call Center of the Year
Criteria used for Call Center of the Year are primarily based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating. Other operational, customer and employee data may be factored in.
Winner
Blue Cross and Blue Shield of Kansas
Finalists
- Blue Cross and Blue Shield of Kansas City
- HCSC (Federal Employee Program)
Best Performing Small- to Mid-Sized Call Center
Criteria used for Best Performing Small- to Mid-Sized Call Center (between 25 to 99 agents) are primarily based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating. Other operational, customer, and employee data may be factored in.
Winner
Highmark (Federal Employee Program)
Finalists
- Blue Cross and Blue Shield of Vermont
- Marchon/Altair
Call Center World Class FCR Certification
Criteria used for Call Center World Class FCR Certification is 80% or higher of customers getting their contact resolved on the first call to the call center (FCR) for 3 consecutive months or more.
- 407 ETR Customer Service
- 407 ETR Commercial
- ATCOenergy
- Blue Cross and Blue Shield of Kansas
- Blue Cross and Blue Shield of Kansas City (Federal Employee Program)
- Blue Cross Blue Shield Nebraska (Federal Employee Program)
- Blue Cross Blue Shield of Massachusetts (Government/Medicare Sales)
- BlueCross BlueShield of Illinois (Federal Employee Program)
- BlueCross BlueShield of New Mexico (Federal Employee Program)
- BlueCross BlueShield of Oklahoma (Federal Employee Program)
- BlueCross BlueShield of Texas (Federal Employee Program)
- Canadian Tire Corporate Customer Support (Loyalty)
- Federal Employee Program — Blue Cross Blue Shield of Michigan
- Florida Blue, Federal Employee Program
- Highmark (Federal Employee Program)
- Independence partner FutureScripts
- JACKSON
- Marchon Canada
- Marchon/Altair
- Mr. Cooper (Private Label)
- Security Health Plan
- Vancity Savings Credit Union (Member Care)
- VSP Vision Care
IVR Self-Service World Class FCR Certification
Criteria used for IVR Self-Service World Class FCR Certification is based on 80% or higher of customers getting their contact resolved on the first call with the IVR (FCR) for 3 consecutive months or more.
Winner
FortisBC
Customer Experience Best Practices
These awards recognize the organization that has demonstrated improving or maintaining high FCR and customer satisfaction performance. Organizations submit specific practices used to improve or maintain high FCR and Csat performance.
| Category | Winner |
|---|---|
| Agent Coaching | 407 ETR |
| Agent Engagement | BlueCross BlueShield of South Carolina |
| Customer Analytics | VSP Vison Care |
| Agent Recognition | Alberta Blue Cross |
| Agent Support | Mr. Cooper |
| Agent Training | BC Hydro |
| AI Self-Service Channels | Rogers Communication |
Agent of the Year
To be eligible the agent must be World Class CX Certified. The criteria for a World Class CX Certified Agent is 85% or higher of the calls surveyed are at the World Class Call (WCC) level. SQM's WCC criteria is based on the customer's call being resolved and the customer is overall very satisfied (top box response) with the agent who handled their call. Call center management must also send an example of a great customer service story that the agent delivered.
Finalists
| Name | Organization |
|---|---|
| Aileen Corless | Horizon Blue Cross Blue Shield of New Jersey (Federal Employee Program) |
| Almitra McKenzie | Marchon/Altair |
| Amanda Vasconzuelo | Florida Blue (Federal Employee Program) |
| Ashlea Dollgener | Florida Blue (Federal Employee Program) |
| Audrey Colella | Regence BlueCross BlueShield Plans (Medicare) |
| Brooks Walton | BlueCross BlueShield of South Carolina (Group & Individual) |
| Candice Smolick | Capital BlueCross (FEP) |
| Chandra Hawley | Mr. Cooper |
| Cindy Sovde | BlueCross BlueShield of South Carolina (State Health Plan) |
| Crystal Stevens | Blue Cross and Blue Shield of Vermont |
| Dana Plowman | Blue Cross and Blue Shield of Kansas City |
| Deadres Woodruff | BlueCross BlueShield of South Carolina (National Alliance) |
| Deb Kasper | Blue Cross and Blue Shield of Vermont |
| Deja West | VSP Vision Care |
| Earlene Walker | BlueCross BlueShield of South Carolina (National Alliance) |
| Erin Jarrell | BlueCross BlueShield of South Carolina (Major Group) |
| Gregory Stenberg | Mr. Cooper |
| Helen Carrington | Mr. Cooper |
| Kandis Workman | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Katheryne Beninato | 407 ETR |
| LaTonia Harper | VSP Vision Care |
| Laura Kudrin | Blue Cross and Blue Shield of Kansas City |
| Leslie Haecker | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Linda Amer | 407 ETR |
| Lisa Guelde | Florida Blue (Federal Employee Program) |
| Mariah Clark | Regence BlueCross BlueShield Plans (Federal Employee Program) |
| Marnee Heppner | HCSC (Federal Employee Program) |
| Megan Evans | Regence BlueCross BlueShield Plans (Medicare) |
| Miguel Negron | Horizon Blue Cross Blue Shield of New Jersey |
| Monica Vanhoorelbeke | Consumers Energy |
| Moveena Sharma | Alberta Blue Cross |
| Mykia Perry | BlueCross BlueShield of South Carolina (State Health Plan) |
| Philip Bailey | Marchon/Altair |
| Raziya Martin | Blue Cross and Blue Shield of North Carolina |
| Richard Salgado | VSP Vision Care |
| Ron Brooks | HCSC (Federal Employee Program) |
| Ruby Albrecht | Blue Cross and Blue Shield of Kansas |
| Samantha Barron | Marchon/Altair |
| Sara Mccollum | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Sharon Sealy | VSP Vision Care |
| Shelby Stangl | Security Health Plan |
| Shelley Dotson | Blue Cross and Blue Shield of Kansas City |
| Stephanie Sibert | Blue Cross and Blue Shield of North Carolina |
| Suzanne Happs | Regence BlueCross BlueShield Plans (Medicare) |
| Tammie Tolotta | Blue Cross and Blue Shield of North Carolina |
| Tania Warfield-Graham | Blue Cross and Blue Shield of North Carolina |
| Terry Bicknell | Blue Cross and Blue Shield of Vermont |
| Tierra King | BlueCross BlueShield of South Carolina (BlueChoice Health Plan) |
| Todd Leonhardt | Security Health Plan |
| Ursula Rorie | HCSC (Federal Employee Program) |
Agent Top CX Improvement
To be eligible the agent must have a 10% or greater annual World Class CX metric improvement from the previous year. SQM's WCC criteria is based on the customer's call being resolved and the customer is overall very satisfied (top box response) rating with the agent who handled their call. Call center management must also send an example of a great customer service story that the agent delivered.
Winners
| Name | Organization |
|---|---|
| Brittany Alston | Blue Cross Blue Shield North Carolina |
| Dakotah Sherrod | Florida Blue (Federal Employee Program) |
| Lashon Cage | VSP Vision Care |
| Valencia Tribitt | Blue Cross and Blue Shield of Kansas City |
| Whitney Brodhagen | Security Health Plan |
Supervisor of the Year
To be eligible the supervisor must be World Class CX Certified. The criteria for a World Class CX Certified Supervisor is 85% or higher of the calls surveyed are at the World Class Call (WCC) level. Call center management or agents must also send an example of a great Call Resolution or Csat coaching story.
Finalists
| Name | Organization |
|---|---|
| Billy Barnes | HCSC (Federal Employee Program) |
| Charleen Berryman | 407 ETR |
| Kalila Williams | Blue Cross and Blue Shield of Kansas City |
| Stephanie Letendre | Blue Cross Blue Shield of Massachusetts |
| Steve Toth | Florida Blue (Federal Employee Program) |
| Tanalee Luedtke | Security Health Plan |
Highest Customer Experience in the Contact Center Industry
| Winners | Category | Criteria |
|---|---|---|
| Marchon/Altair | Highest Omni-Channel Customer Service | This award recognizes the contact center with the highest overall Csat (top box rating) where the experience was seamless for the entire multi-channel experience. |
| FortisBC | Highest Web Self-Service Customer Service | This award recognizes the contact center with the highest overall Csat (top box rating) for their respective contact channel. |
| FortisBC | Highest IVR Self-Service Customer Service | |
| Blue Cross and Blue Shield of Kansas | Highest Email Customer Service | |
| FortisBC | Highest Chat Customer Service |
Highest Customer Service by Industry
Criteria used for Highest Customer Service By Industry are based on the organization having the highest FCR rating in each specific industry/sector.
| Winners | Category |
|---|---|
| Vancity Savings Credit Union | Banking |
| JACKSON | Financial |
| Canadian Tire Bank | Credit Card |
| VSP Vision Care | Insurance |
| Security Health Plan | Health Care |
| Blue Cross Blue Shield of Nebraska | Health Care Federal Employee Program |
| Independence partner FutureScripts | Pharmacy |
| ATCO Gas & Pipelines | Energy |
| TELUS Quebec | Telco/TV |
| Name Withheld | Helpdesk |
| BC Hydro | Government |
| Marchon/Altair | Business to Business |
| Canadian Red Cross (Donor Relations) | Charity |
| Security Health Plan | Non-Profit |
First Call Resolution Improvement
Criteria used for First Call Resolution Improvement is based on a 5% or greater annual FCR improvement from the previous year.
- ATCO Gas & Pipelines
- BC Hydro
- Blue Cross and Blue Shield of North Carolina (Experience Health)
- Blue Cross and Blue Shield of North Carolina (Medicare)
- BlueCross BlueShield of South Carolina (National Alliance)
- BlueCross BlueShield of South Carolina (State Health Plan)
- Canadian Red Cross (Customer Relations)
- Capital Blue Cross (Federal Employee Program)
- Premera
Employee Experience Awards
Highest Employee Experience for the Call Center Industry
Criteria used for Highest Employee Experience for the Call Center Industry is based on having the highest employee overall very satisfied (top box rating) rating with working in their call center.
Winner
Blue Cross and Blue Shield of Kansas
Most Improved Employee Experience
Criteria used for Most Improved Employee Experience is based on having the most improved employee overall very satisfied (top box rating) with working in their call center.
Winner
Alberta Blue Cross
Highest Employee Experience by Industry
Criteria used for Highest Employee Experience by Industry is based on having the highest employee overall very satisfied (top box rating) with working in their call center for each specific industry/sector.
| Winners | Category |
|---|---|
| Canadian Tire Bank | Financial |
| Name Withheld | Insurance |
| Highmark (Federal Employee Program) | Health Care |
World Class Employee Experience
Criteria used for World Class Employee Experience is based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box rating).
Winners
- Blue Cross and Blue Shield of Kansas
- Blue Cross and Blue Shield of Kansas City
- Blue Cross and Blue Shield of Vermont
- Canadian Tire Bank
- Canadian Tire Corporate Customer Support
- HCSC (Federal Employee Program)
- Highmark (Federal Employee Program)
- Marchon/Altair
Previous Award Winners
Explore our awards archive to discover all the past winners of SQM's Call Center Customer Service Industry Awards, spanning from 2006 onwards!
Interested In Awards?
Find out how you can qualify for these awards and be recognized for your contact center CX success and improvement. Connect with SQM today.