SQM Group’s 17th Annual Contact Center Conference & Customer Experience 2015 Awards Announcement


2015 Awards Announcement

1 of 2 Press Releases for SQM Awards
Published on January 28, 2016 on PRWeb.com

SQM is pleased to announce the winners for our 2015 awards for Voice of the Customer Excellence program. This is SQM’s 17th Annual Most Prestigious North American Contact Center Industry 2015 Awards for Service Quality Excellence.

SQM benchmarked over 500 leading North American contact centers during the period of January 1 to December 31, 2015. For SQM’s award program, we telephone surveyed customers within two business days of their contact with the contact center to understand the customer experience. SQM’s awards are primarily based on first contact resolution and customer satisfaction with the service experience.

Our Best Practice Awards will be announced in a second Press Release on February 15th.

Today, we are very proud to honor the following top Award winners and finalists:

 

Contact Center of the Year Award Winner
VSP Vision Care

Contact Center of the Year Award Finalist
Canadian Tire Bank
Contact Center of the Year Award Finalist
Jackson
 
Best Performing Small- to Mid-Size Contact Center Winner
BlueCross BlueShield of Vermont

Best Performing Small- to Mid-Size Contact Center Finalist
407 ETR
Best Performing Small- to Mid-Size Contact Center Finalist
TELUS Sourcing Solutions Inc.

 

Contact Center World Class FCR Certification (80% or higher FCR for 3 months or more)

211 Ontario
407 ETR
BC Automobile Association (BCAA)
Blue Cross Blue Shield of Michigan (Web Support Help Desk)
BlueCross BlueShield of Vermont
Canadian Tire Bank Canadian Tire Roadside
Enbridge Large Business Accounts
ENMAX, Inc.
FortisBC (Contact Center & Website Self-Serve)
Genworth Life Customer Service Insurance Corporation of BC (DTVI & BEU)
Jackson
Marchon Eyewear Inc.
Millennium1 Solutions (Credit Card Sales Segment)
Prime Therapeutics (Nebraska & New Mexico)
Regence BlueCross BlueShield of Oregon
Rogers Enterprise Service Delivery
Scotiabank (Halifax)
Scotiabank International (Dominican Republic)
Scotiabank International (Jamaica)
Scotiabank International (Mexico)
ScotiaLife Financial Sun Life Financial Group Retirement Services (Waterloo)
Vancity
VSP Vision Care (California & Ohio)


Highest Customer Satisfaction for the Contact Center Industry Awards

Vancity - Best Selling Customer Satisfaction
Canadian Tire Bank - Highest Omni-Channel Customer Service
Cogeco Connexion - Highest Field Services Customer Service

 

Highest Customer Service by Industry Awards

Vancity - Banking
Jackson - Financial
Canadian Tire Bank - Credit Card
VSP Vision Care - Insurance
Prime Therapeutics - Health Care
Prime Therapeutics - Pharmacy
Blue Cross of Idaho - Health Care FEP
Cogeco Connexion (Storefront) - Retail/Service
ENMAX, Inc. - Energy
Cogeco Connexion - Telco/TV
Blue Cross Blue Shield of Michigan (Web Support Help Desk) - Helpdesk
211 Ontario - Government
Marchon Eyewear Inc. / VSP Vision Care - Business to Business

 

First Call Resolution Improvement Awards

407 ETR (Collections)
Blue Cross and Blue Shield of Illinois
Blue Cross and Blue Shield of Montana
Blue Cross and Blue Shield of New Mexico
Blue Cross and Blue Shield of Oklahoma
Blue Cross and Blue Shield of Texas
CareFirst BlueCross BlueShield
Canadian Tire Customer Relations
Enbridge Large Business Accounts
Excellus BlueCross BlueShield
Independence Blue Cross Administrators
HCL
Millennium1 Solutions (Credit Card Sales Segment)
Millennium1 Solutions (Credit Card Sales and High Value Segments)
Nationstar Mortgage (3rd year running)
ScotiaLife Financial