2009 Contact Center Industry Award Winners
SQM benchmarks over 400 leading international contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat), and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 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 annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM conducts business in 9 countries around the globe: Canada, the United States, Argentina, Australia, Puerto Rico, India, the Philippines, Costa Rica, and Mexico. 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 conducted the benchmarking studies for the period of October 1, 2008, to September 30, 2009.
For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error of +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve its FCR and Csat performance.
In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys, or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat, and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process, and technology practices.
SQM has 55 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 2009. These prestigious contact center industry awards were presented at our 11th annual conference, held in Toronto, on November 18th & 19th, 2009.
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.
Call Center World Class Call Certifications
Criteria used for Call Center World Class Call Certification are 70% or higher of the calls are at the world class level for 6 months or more in 2009. 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 the customer service representative.
- Blue Cross & Blue Shield of Massachusetts
- Blue Cross & Blue Shield of Rhode Island
- CAA Insurance Company (Ontario)
- Canadian Tire Financial Services (CRCC)
- Canadian Tire Financial Services (RA)
- Capital One (High-Spend Department)
- Citi Client Services – Dealer Support (Ontario)
- Citi Retail Services – Credit Operation (AZ)
- Davis + Henderson (Ontario & Quebec)
- Insurance Corporation of BC (Claims Division)
- Jackson National Life Insurance
- Marriott Systems Support Center (Maryland)
- Rogers Business Support Group
- Scotiabank (Alberta, Nova Scotia & Ontario)
- Scotiabank Global Transaction Banking (Ontario)
- Sun Life Financial Group Retirement Services (Ontario & Quebec)
- VSP Vision Care (California & Ohio)
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 70% or higher of the calls surveyed are at the world class call level. Call Center Management must send an example of great customer service story that a CSR delivered.
Valerie Gervais, Rogers
|Ashley Hanlon||Sun Life Financial|
|Christina Hall||LoyaltyOne – The Airmiles Group|
|Freda Lockhart||Blue Cross & Blue Shield of North Carolina|
Supervisor of the Year
To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 70% or higher of the calls surveyed are at the world class call level. Contact Center Management must also send one or two examples of great Csat CSR Coaching stories.
Lisa Jones, Sun Life Financial
|Jeff Weber||Sun Life Financial|
|Michelle Medeiros||LoyaltyOne – The Airmiles Group|
Highest Customer Satisfaction for the Call Center Industry
|Citi Retail Services – Credit Operation (AZ)||Highest Customer Satisfaction||This award recognizes the call center with the highest world class call rating.|
|U.S. Bank||Best Selling Customer Satisfaction||This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach.|
|TD Canada Trust||Highest IVR Customer Satisfaction for Self Serve||This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR.|
|ATCO I-Tek||Highest IVR Navigation to the Right CSR||This award recognizes the call center with the highest IVR navigation to the right CSR the first time.|
Highest Customer Service by Industry
Criteria used for highest customer satisfaction for each specific industry/sector are based on having the highest world class call rating for an organization.
|TD Canada Trust||Banking|
|Jackson National Life Insurance||Financial|
|VSP Vision Care||Insurance|
|Blue Cross & Blue Shield of Kansas||Health Care|
|Arizona Public Service||Energy|
|Rogers Business Support Group||Telecommunications/TV|
|Insurance Corporation of BC (Claims Division)||Union|
|Marriott Systems Support Center||Helpdesk|
|211 Ontario and Region of Halton (tie)||Government|
Criteria are based on a 6% or greater annual FCR improvement from the most recent study within the last two years.
Employee Experience Awards
Highest Employee Satisfaction for the Call Center Industry
Criteria used for highest employee satisfaction for the call center industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center.
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.
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.
Previous Award Winners
Look at past winners of these prestigious awards in our archives.