Nomination Application Details
- To be eligible, a Supervisor 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.
- Surveying must have been conducted for at least 6 consecutive months in duration or across the entire year from October 1st, 2011 to September 30th, 2012.
- A minimum sample size of 200 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume for both the current and the past years.
- SQM will announce all Supervisor WCC Improvement winners by October 6th, 2012. Nominees for the Supervisor WCC Improvement Award must be submitted by the deadline of October 21st, 2012. The Top 5 Supervisor WCC Improvement winners will be announced October 28th, 2012.
- The Top 5 Supervisor WCC Improvement winners' stories will be published.
Organizations can submit an unlimited number of Supervisors for the Top 5 Improvement Awards as long as the Supervisors have improved their WCC performance by 10% from the previous year.
All Top 5 Supervisor WCC Improvement winners should attend SQM's Summit Award Dinner.
Nominee Submission Process
The Top 5 Supervisor World Class Csat Improvement nominee submission to SQM must be based on an improvement story that meets the following criteria:
The Supervisor Coaching WCC improvement story…
- Describes how they coached their CSRs to improve their WCC performance
- Describes how the CSR’s Csat improvement impacted their customers' experiences
The Supervisor Coaching WCC improvement story may be described by the…
- Customer Representative
- Manager of the Supervisor
- Customer of the Customer Representative (recorded or written)
The Top 5 Supervisor WCC Improvement nominee submission must be based on an improvement story, transcribed either by the CSR, manager or customer. However, the stories should be chosen and submitted to SQM by the call center senior management.
- Only one story per Supervisor candidate nominated is to be submitted
Please send the nominee submissions to SQM using the below Nomination Application Form. The completed nomination form becomes the basis on which SQM will judge the Top 5 Supervisor WCC Improvement winners for 2012.
