2008 Contact Center Industry Award Winners
SQM benchmarks over 350 leading international contact centers on an annual basis and has been conducting first call resolution (FCR)/Customer Satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts over 1 million surveys with customers who have used a contact center, email, website, IVR, or site contact channel service. SQM also conducts over 25,000 surveys yearly with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM does business in 9 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, Dominican Republic, and Jamaica.
Based on our contact center benchmarking studies, SQM awards excellence in FCR, and customer and employee satisfaction for the contact center industry. We have recognized top-performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM benchmarked 352 contact centers for the period of October 1, 2007, to September 30, 2008.
For 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 with working in their contact center. SQM has 34 different awards that recognize the top-performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2008.
These prestigious contact center industry awards were presented at our 10th annual conference, held in Toronto, November 18 – 20, 2008.
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 overall very satisfied (top box response) rating for SQM’s 2008 Call Center Benchmarking Study.
Winner
Call Center World Class Call Certifications
Criteria used for Call Center World Class Call Certification is 50% or higher of the calls are at the world class level for 6 months or more in 2008. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and also is very satisfied with 5 key customer service metrics.
CSR of the Year
To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 50% or higher of the calls surveyed are at the world class call level. Call Center Management must also send an example of great customer service that a CSR delivered.
Winner
Derek Tutton, Sun Life Financial Group
Finalists
| Name | Organization |
|---|---|
| LaToya Simpson | AIR MILES Reward Program |
| Lorraine Tomaino | |
| Tahira Shahab | |
| Suzanne Laurin | Canadian Tire Financial Services |
| Pedro Garcia | Keystone Mercy Health Plan |
| Arpitha D’Souza | Rogers |
| Silvana Padulo | |
| Debbie Bender | Sun Life Financial Group Benefits |
| Karina Fleming | VSP Vision Care |
| Mike Jones |
Highest Customer Satisfaction for the Call Center Industry
Criteria used for highest customer satisfaction are based on having the highest customer overall very satisfied (top box response) rating for the call center industry.
Highest Customer Satisfaction by Industry
Criteria used for highest customer satisfaction are based on having the highest customer overall very satisfied (top box response) rating for their specific industry.
| Winners | Category |
|---|---|
| TD Canada Trust | Banking |
| Jackson National Life Insurance | Financial |
| VSP Vision Care | Insurance |
| Blue Cross & Blue Shield of Kansas and Blue Cross & Blue Shield of Massachusetts (tie) | Health Care |
| LifeScan | Retail/Service |
| ATCO I-Tek and Accenture Utilities BPO Services (tie) | Energy |
| Cogeco and Star Choice (tie) | Telecommunications/TV |
| Insurance Corporation of BC (Claims Division) | Union |
| Marriott Systems Support Center | Helpdesk |
| Region of Halton | Government |
FCR Improvement
Criteria is based on an 7% or greater FCR improvement.
- Accenture Utilities BPO Services
- ATCO I-Tek
- BMO Mosaic Mastercard (Montreal & Toronto)
- CAA Insurance Company (Ontario)
- Capital One
- Cogeco Ontario
- Canadian Tire Financial Services (CTRA)
- Insurance Corporation of BC (Claims Division)
- Region of Halton
- Star Choice
- The Schwan Food Company
- TD Canada Trust
- Xplornet
World Class Customer Satisfaction
Criteria is based on 80% or higher of call center customers rate their overall experience as very satisfied (top box response) rating.
Winners
- Blue Cross & Blue Shield of Kansas
- Blue Cross & Blue Shield of Massachusetts
- Canadian Tire Financial Services (CTRA)
- Citi Retail Services, Credit Operations (Phoenix)
- CUETS – Regina
- Discover Financial Services LLC
- Insurance Corporation of BC (Claims Division)
- Jackson National Life Insurance
- Kohl’s
- LifeScan
- Marriott Systems Support Center
- Molson Coors Brewing Company
- Region of Halton
- Scotiabank (Halifax)
- Sun Life Financial Group Retirement Services (Waterloo)
- TD Canada Trust
- The Schwan Food Company
- VSP Vision Care (East & West)
Employee Experience Awards
Highest Employee Satisfaction for the Call Center Industry
Criteria is based on having the highest number of employees rate their overall experience as very satisfied (top box response) rating for working in their call center for the call center industry.
Winner
Highest Employee Satisfaction by Industry
Criteria used for highest employee satisfaction are based on having the highest employee overall very satisfied (top box response) rating for working in their call center for their specific industry.
| Winners | Category |
|---|---|
| Scotiabank | Banking |
| VSP Vision Care | Insurance |
| Arizona Public Service | Energy |
World Class Employee Satisfaction
Criteria is based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating.
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.