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, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic, and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, 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 +/- 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 their 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 annual conference, held in Toronto, November 17th, 2011.
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.
Canadian Tire Financial Services (CRCC)
- Scotiabank (Halifax)
- VSP Vision Care (California)
Call Center World Class Certifications
Criteria used for Call Center World Class Call Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2011. 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 Kansas
- Brother Canada
- Canadian Tire Financial Services (RA)
- D+H Ltd. (Ontario & Quebec)
- Insurance Corporation of BC (Claims Division)
- Insurance Corporation of BC (DTVI)
- Jackson (Michigan)
- Marriott Systems Support Center (Maryland)
- Marriott One Yield
- Rogers Enterprise Service Delivery
- Scotiabank (Calgary & Halifax)
- Scotiabank International (Dominican Republic)
- 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 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that a CSR delivered.
Danny Sipchand, Rogers Enterprise Service Delivery
|Robert Salisbury||Blue Cross of Idaho|
|Barnney Sandoval||Blue Cross Blue Shield of Vermont|
|Sam Wong||Brother Canada|
|Valerie Dibowski||Sun Life Financial|
|Kim Ostry||VSP Vision Care|
CSR Top 10 World Class Csat Improvement
To be eligible, a customer representative must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great CSR Csat improvement story.
|Daniel McMillan||407 ETR|
|Anita Kaay||Insurance Corporation of BC|
|Blaine Young||Sun Life Financial|
|Jennifer Seeley||VSP Vision Care|
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 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great CSR Csat coaching story.
Lisa Jones, Sun Life Financial
|Donald Wynant||Blue Shield of California|
|Sandra Wilson||Horizon Blue Cross Blue Shield of New Jersey|
|Nancy Chia||Insurance Corporation of BC|
Highest Customer Satisfaction for the Call Center Industry
|The Schwan Food Company||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.|
|Arizona Public Service||Highest IVR Customer Satisfaction Self Serve||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 Bank, America’s Most Convenient Bank||Banking|
|Amex Canada Inc.||Credit Card|
|VSP Vision Care||Insurance|
|Blue Cross Blue Shield of Kansas||Health Care|
|Insurance Corporation of BC (Claims Division)||Union|
|Marriott Systems Support Center (Maryland)||Helpdesk|
|VSP Vision Care||Business to Business|
|Allegra Direct Communications Inc||Outsourcer|
Criteria are based on a 5% or greater annual FCR improvement from the most recent study within the last two years.
- Blue Cross and Blue Shield of Nebraska
- BlueCross BlueShield of North Carolina
- BlueCross BlueShield of South Carolina (National Alliance)
- Blue Shield of California
- CareFirst BlueCross BlueShield
- Enmax Encompass
- Fido Mobile (OLS)
- GMAC Mortgage
- Horizon Blue Cross Blue Shield of New Jersey
- Marriott Systems Support Center (Unisys)
- Scotiabank International (Dominican Republic)
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.
|Canadian Tire Financial Services (CRCC)||Banking|
|Insurance Corporation of BC (Claims Division)||Insurance|
|Arizona Public Service||Energy|
|Telus Sourcing Solutions||Outsourcer|
Most Improved Employee Satisfaction
Criteria are based on highest Esat improvement from previous year.
World Class Employee Satisfaction
Criteria are based on 45% 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.