2007 Contact Center Industry Award Winners
SQM awards excellence in FCR as well as 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 9th Annual Summit, held in Toronto, November 28 – 30, 2007.
Customer Experience Awards
Call Center of the Year
Criteria used for Call Center of the Year are based on having the highest combined customer and employee satisfaction.
Winner
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 for the Call Center Industry
| Winners | Category |
|---|---|
| Davis + Henderson | Highest Customer Satisfaction |
| Davis + Henderson | Highest First Call Resolution |
| The Schwan Food Company | Best Selling Customer Satisfaction |
| CIBC | Highest IVR Customer Satisfaction |
Highest Customer Satisfaction by Industry
| Winners | Category |
|---|---|
| Scotiabank | Banking |
| 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 |
| Cogeco | Telecommunications/TV |
| Purolator Courier (Moncton) | Union |
| Marriott Systems Support Center | Helpdesk |
| Region of Halton | Government |
FCR/Csat Improvement
Criteria is defined as an improvement in FCR and or Csat greater than 8%.
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).
Winners
- 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 for the Call Center Industry
Highest Call Center Industry Employee Satisfaction.
Winner
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.
| Winners | Category |
|---|---|
| Scotiabank | Banking |
| 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).
Winners
Previous Award Winners
Explore our awards archive to discover all the past winners of SQM's Call Center Customer Service Industry Awards, spanning from 2006 onwards!
Interested in Awards?
Find out how you can qualify for these awards and be recognized for your contact center CX success and improvement. Connect with SQM today.