2007 Contact Center Industry Award Winners
SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. SQM benchmarked over 300 contact centers for the period of October 1, 2006 – September 30, 2007. 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 2007.
These prestigious industry awards were held at our Annual Summit, held in Toronto, November 28 – 30, 2007.
Customer Experience Awards
Call Center World Class Call Certifications
Criteria used for Contact Center World Class Call Certification is the call center performed at the world class call customer satisfaction and call resolution level for 6 months or more.
Highest Customer Satisfaction by Industry
|Jackson National Life Insurance||Financial|
|VSP Vision Care (East & West)||Insurance|
|Blue Cross & Blue Shield of Kansas||Health Care|
|Davis + Henderson||Retail/Service|
|ATCO I-Tek and Sierra Pacific Resources (tie)||Energy|
|Purolator Courier (Moncton)||Union|
|Marriott Systems Support Center||Helpdesk|
|Region of Halton||Government|
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).
- Blue Cross & Blue Shield of Kansas
- Canadian Tire Financial Services (CRCC)
- Canadian Tire Financial Services (Roadside Assistance / PDG)
- CitiFinancial Credit Operations (Tempe)
- CUETS (Regina)
- Davis + Henderson
- Discover Financial Services LLC
- Golden Casket
- Jackson National Life Insurance
- Marriott Systems Support Center
- Purolator Courier
- Region of Halton
- Scotiabank (Halifax)
- Sun Life Financial Group Retirement Services (Montreal & Waterloo)
- The Schwan Food Company
- VSP Vision Care (East & West)
Employee Experience Awards
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.
Previous Award Winners
Look at past winners of these prestigious awards in our archives.