2006 Contact Center Industry Award Winners
SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. SQM benchmarked over 260 contact centers for the period of October 1, 2005 – October 27, 2006. In each contact center, SQM surveyed 200 – 400 customers within 1-3 days of their call to the contact center to understand their satisfaction with their service experience. In addition, for each contact center that participated in the employee benchmarking study, SQM surveyed 50 – 300 employees who work in their contact center to understand their satisfaction working in their contact center. Based on the contact centers benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2006.
These prestigious industry awards were held at our Annual Summit, held in Toronto, November 29, 30, and December 1, 2006.
Customer Experience Awards
Contact Center of the Year
Criteria used for Contact Center of the Year are based on having the highest combined customer and employee satisfaction.
Contact Center World Class Call Certifications
Criteria used for Contact Center World Class Call Certification is that the contact center performed at the world class call customer satisfaction and call resolution level for 6 months or more.
Highest Customer Satisfaction for the Contact Center Industry
|LifeScan||Highest Customer Satisfaction|
|Purolator Courier||Highest First Call Resolution|
|Marriott International||Most Improved First Call Resolution|
|The Schwan Food Company||Best Selling Customer Satisfaction|
|CIBC||Highest IVR Customer Satisfaction|
|ClientLogic and OLS (tie)||Best Outsourcer Customer Satisfaction|
Highest Customer Satisfaction by Industry
|TD Canada Trust||Banking|
|Jackson National Life Insurance||Financial|
|Vision Service Plan||Insurance|
|Blue Cross & Blue Shield Massachusetts||Health Care|
|The HON Company||Retail|
|Region of Halton||Government|
Criteria is defined as an improvement in FCR greater than 10%.
- Sun Life Financial Canada
- Insurance Corporation of British Columbia
- Family Maintenance Enforcement Program
- Blue Cross & Blue Shield Massachusetts
- 407 ETR
- Citizenship and Immigration Canada
World Class Customer Satisfaction
Criteria is defined as an achievement of 80% or higher of call center customers rating their experience as very satisfied (top box response).
Employee Satisfaction Awards
Highest Employee Satisfaction for the Call Center Industry
Highest Call Center Industry Employee Satisfaction.
Highest Employee Satisfaction by Industry
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.
|Canadian Tire Financial Services||Financial|
|VSP Vision Care||Insurance|
World Class Employee Satisfaction
Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response).
Previous Award Winners
Look at past winners of these prestigious awards in our archives.