Supervisor of the Year and Top 5 Finalists For 2012
Nomination Application Details
- To be eligible, a Supervisor must be a World Class Certified Supervisor.
- Supervisor of the Year will receive a world class medallion, a plaque award to display on their desk and $500 cash!
- Supervisor Top 5 Finalists will receive a world class medallion and a plaque award to display on their desk.
- The criteria for a Certified World Class Customer Supervisor is 75% or higher of the calls surveyed are at the world class call level. A world class call is based on the customer's call being resolved, the customer being overall very satisfied (top box response) with their call center experience and is also very satisfied (top box response) with the CSR who handled their call.
- Customer surveys must consist of at least 6 consecutive months of surveys between the months of October 1st, 2011 to September 30th, 2012 and have a minimum of 200 attributed surveys.
- SQM will announce the World Class Supervisors on October 6th, 2012. Nominees to the Supervisor of the Year Award must be submitted by the deadline of October 21st, 2012. Supervisor of the Year Finalists will be announced on October 28th, 2012.
- All Supervisor Finalist great stories will be published.
An unlimited number of nominations can be submitted for the Supervisor of the Year Award and Top 5 Finalist Awards as long as the Supervisor is certified as world class.
All Supervisor of the Year Finalists should attend SQM’s Summit Award Dinner to be eligible for the Supervisor of the Year and Top 5 Finalist Awards. Supervisor of the Year will be announced at SQM’s Summit Award Dinner.
Nominee Submission Process
The World Class Supervisor nominee’s submission to SQM must be based on 1 or 2 specific stories from their CSRs or manager of the supervisor on how the supervisor helped them improve their call resolution or Csat performance.
Coaching stories:
- Supervisor provided CSR with knowledge and skills to resolve a call that historically they were unable to handle or resolve.
- Supervisor provided encouragement and support to help the CSR improve their Csat performance.
- CSR went from a poor performer to a World Class performer based on supervisor coaching.
- Supervisor always sharing the CSR's Csat results and providing coaching tips.
- Supervisor did side-by-side coaching with CSR to help them improve their Csat performance.
- Supervisor actually handled tough or escalated calls to show the CSR how to resolve those calls.
- Previous year CSR Csat or WCC metric performance vs. current year CSR Csat or WCC performance and coaching tactics used by Supervisor to improve CSR performance.
Please send the nominee submissions to SQM. The submissions must include the following information for each nominee. This becomes the basis on which SQM will judge the Supervisor of the Year.