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Contact Center Customer Service Industry Award Winners for 2015

2015 Contact Center Industry Award Winners

SQM benchmarks over 500 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 1.5 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 does business in 15 countries around the globe including the United States, Canada, Australia, India, Philippines, Chile, Mexico, Jamaica, Costa Rica, Peru, and the United Kingdom. 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 January 1, 2015, to December 31, 2015.

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 more than 60 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 2015. These prestigious contact center industry awards were presented at our 17th annual conference, held in Coeur d’Alene, Idaho, May 17th – 19th, 2016.

Customer Experience Awards

Contact Center of the Year

Criteria used for Contact Center of the Year are based on having the highest combined customer FCR and employee overall very satisfied (top box rating).

Winner

VSP Vision Care

Finalists

  • Canadian Tire Financial Services – Sales and Service
  • Jackson
SQM Customer Experience Award

Best Performing Small-to-Midsized Contact Center

Criteria used for Best Performing Small- to Mid-Sized Contact Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box rating).

Winner

BlueCross BlueShield of Vermont

Finalists

  • 407 ETR
  • TELUS Sourcing Solutions Inc.
SQM Customer Experience Award

Web Self-Service World Class FCR Certification

Criteria used for Website Self-Service World Class FCR Certification are 80% or higher of the contacts are FCR for 3 months or more. SQM’s FCR contact criteria are based on the customer’s contact being resolved on the first contact with the website.

Winner

FortisBC

SQM Customer Experience Award

Best Practices

These awards recognize the organization that has demonstrated they have improved or helped maintain high FCR and Csat performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance.

Category Winner
Omni-Channel American Express
Web Self-Service FortisBC
IVR Self-Service VSP Vision Care
Chat Channel UPMC Health Plan
Quality Assurance Millennium1 Solutions
Desktop Application(s) Comcast Cable
CSR Recognition Program BlueCross BlueShield of Vermont
Career Development Program Sun Life Financial
Call Handling Practice Canadian Tire Financial Services
Real-Time CSR Support Queue Blue Cross Blue Shield of Massachusetts
Performance Management System Cogeco Connexion
Scotia iTRADE
CSR Coaching Program Nationstar Mortgage
CSR Training Program Dialog Direct / Prime Therapeutics
VSP Vision Care
CSR Hiring Process Accenture Business Services for Utilities Inc.
Standard Operating Procedures FedEx Express Canada

Contact Center World Class Best Practice Certification

To be eligible, an organization must complete a minimum sample size of 100 CSR online surveys, or 90% of employees if less than 100 employees at the organization, must have completed the online survey.

Customer surveying must have been conducted for a minimum of 3 consecutive months during the Award year from January 1, 2015, to December 31, 2015. A minimum sample size of 800 customer live telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.

Best Practice criteria must be validated by an onsite evaluation conducted by an SQM Consultant.

Winner

CSR Coaching Program: Excellus BlueCross BlueShield

SQM Customer Experience Award

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 85% or higher of the calls surveyed are at the world class call level. SQM’s world class call criteria are based on the customer’s call being resolved and the customer is overall very satisfied (top box response) rating with the customer service representative (CSR). Call center management must also send an example of a great customer service story that the CSR delivered.

Winner

Pamela Cragin, Blue Cross and Blue Shield of South Carolina

Finalists

Name Organization
Troy Hammond Little AmeriHealth Caritas
Daniel Peters Blue Cross Blue Shield of Massachusetts
Alex Beeks Blue Cross and Blue Shield of South Carolina
Amir Shokoohi
Amanda Emerson BlueCross BlueShield of Vermont
Amy Duhamel
Terry Kelty
Samantha Cook CareFirst BlueCross BlueShield
Enza Pitruzzella LoyaltyOne
Nazreen Abdulla
Tyler Fitzsimons Marchon Eyewear Inc.
Anderson Henry Millennium1 Solutions
Awaldi Stuart
Kaylyn Beckwith
Trina Hardiman
Joseph Jablanofsky Nationstar Mortgage
Russel Valendo
Heather Sundheim Premera Blue Cross
Brooke Jobe Regence BlueCross BlueShield
Mona Rghif Scotia iTRADE
Sammer Salama
Ruby Sahota Sun Life Financial
Stephanie Motovsky
Carol Elder VSP Vision Care

CSR Top 5 World Class Csat Improvement

To be eligible, a customer representative must have improved their WCC (World Class Call) performance by 10% from the previous year. SQM’s 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 very satisfied with the CSR. Call center management must also send an example of a great CSR Csat improvement story.

Winners

Name Organization
Heather Wachs Blue Cross and Blue Shield of Kansas
Rajesh Gill ENMAX, Inc.
Gloria Fritz Regence BlueCross BlueShield
Kirk Chase VSP Vision Care
Irene Dent

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 85% or higher of the calls surveyed are at the world class call level. Call center management or CSRs must also send an example of a great Call Resolution or Csat coaching story.

Winner

Shantell Edwards, 407 ETR

Finalists

Name Organization
Lindsey Abbott Blue Cross and Blue Shield of Kansas
Shawn Nichols ENMAX, Inc.
Muriel Rafuse Millennium1 Solutions
Lucie Novotny Sun Life Financial
Jennifer Riggle VSP Vision Care

Highest Customer Satisfaction for the Contact Center Industry

Winners Category Criteria
Vancity Best Selling Customer Satisfaction This award recognizes the contact center with the highest overall Csat (top box response) for their respective category.
Canadian Tire Financial Services – Sales and Service Highest Omni-Channel Customer Service
FortisBC Highest Web Self-Service Customer Service
Cogeco Connexion Highest Field Services Customer Service

Highest Customer Service by Industry

Criteria for Highest Customer Service by Industry Awards is based on having the highest FCR for an organization in each specific industry/sector.

Winners Category
Vancity Banking
Jackson Financial
Canadian Tire Financial Services - Sales and Service Credit Card
VSP Vision Care Insurance
Prime Therapeutics Health Care
Prime Therapeutics Pharmacy
Blue Cross of Idaho Health Care FEP
Cogeco Connexion (Storefront) Retail/Service
ENMAX, Inc. Energy
Cogeco Connexion Telco/TV
Blue Cross Blue Shield of Michigan (Web Support Help Desk) Helpdesk
211 Ontario Government
Marchon Eyewear Inc. and VSP Vision Care Business to Business

First Call Resolution Improvement

Criteria used for First Call Resolution Improvement is based on a 5% or greater annual FCR improvement from the most recent study within the last two years.

SQM Customer Experience Award

Best Vendor or Customer Solution

This award is presented to the vendor who has been mentioned the most in an unsolicited manner from organizations for helping them improve their first contact resolution and customer satisfaction performance.

Winner

Ulysses Learning

SQM Customer Experience Award

Employee Experience Awards

Highest Employee Satisfaction for the Contact Center Industry

Criteria used for Highest Employee Experience for the Contact Center Industry is based on having the highest employee overall very satisfied (top box rating) with working in their contact center.

Winner

Canadian Tire Financial Services - Sales and Service

SQM Customer Experience Award

Most Improved Employee Satisfaction

Criteria used for Most Improved Employee Experience is based on having the most improved employee overall very satisfied (top box rating) with working in their contact center.

Winners

Jackson and VSP Vision Care

SQM Customer Experience Award

Highest Employee Satisfaction by Industry

Criteria used for Highest Employee Experience by Industry is based on having the highest employee overall very satisfied (top box rating) with working in their contact center for each specific industry or sector.

Winners Category
Arizona Public Service Energy
Canadian Tire Financial Services - Sales and Service Financial
VSP Vision Care Insurance
BlueCross BlueShield of Vermont Health Care
TELUS Sourcing Solutions Inc. Outsourcer
SQM Customer Experience Award

Highest Work From Home Employee Satisfaction

Criteria used for Highest Work From Home Employee Experience is based on having the highest employee overall very satisfied (top box rating) for work from home CSRs.

Winner

Scotiabank

SQM Customer Experience Award

World Class Employee Satisfaction

Criteria used for World Class Employee Experience is based on 50% or higher of employees rate their overall experience of working in the contact center as very satisfied (top box rating).

Winners

SQM Customer Experience Award

FCR Leadership

These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, CEO and Founder of SQM Group.

Winners

Name Organization
Steve Akeley Blue Cross Blue Shield of Massachusetts
Windy McClure Consumers Energy
Kathy Rodine VSP Vision Care

FCR Champion

These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, CEO and Founder of SQM Group.

Winners

Name Organization
Elaine Caldwell CooperVision
Nancy Earley Excellus BlueCross BlueShield
Holly Abbott Millennium1 Solutions
Ken Baur Security Health Plan

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!