Contact Center Customer Service Industry Award Winners for 2011

2011 Contact Center Industry Award Winners

SQM benchmarks over 450 leading North American 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 11 countries around the globe: Canada, the United States, Argentina, Australia, Puerto Rico, India, the Philippines, Costa Rica, Mexico, the 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 conducted the benchmarking studies for the period of October 1, 2010, to September 30, 2011.

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 2011. These prestigious contact center industry awards were presented at our 13th annual conference, held in Toronto, on November 17th, 2011.