FCR/CX Awards Overview
SQM's First Call Resolution Customer Experience (CX) Awards are the original, biggest, and most prestigious North American Call Center Industry CX Awards. SQM has been awarding call centers for their First Call Resolution (FCR), CX, and Employee Experience results, as well as FCR Best Practice performance since 2000.
SQM's awards are unique because they are based on customers who have used a call center and or employees who work in a call center. For a call center to be eligible for FCR Awards, they must participate in an SQM FCR benchmarking or tracking research study. First Call Resolution Awards are given out annually at an SQM Awards Virtual Gala event.
SQM benchmarks over 500 leading North American call centers annually and has been conducting FCR, customer satisfaction (Csat), employee satisfaction (Esat), call center benchmarking, and tracking studies since 1996. Organizations that have participated in an SQM benchmarking or tracking study during the awards year, January 1 - December 31, qualify for SQM's call center FCR/CX awards program.
SQM Award Categories Include:
We have more than 60 different First Call Resolution Awards and recognize the top-performing call centers and agents who have demonstrated excellence for FCR, Csat, Esat, and Best Practice performance. SQM's major FCR Award categories include Call Center of the Year, Supervisor and Agent of the Year, FCR/CX Certification, FCR Best Practices, and FCR Improvement.
The 5 Benefits of Winning an SQM First Call Resolution Award:
SQM's Call Center FCR Customer Experience (CX) and FCR Best Practice Awards are the most prestigious and sought-after North American Call Center Industry awards. Winning an SQM award creates tremendous pride.
Improve Customer Satisfaction (Csat)
When you win an SQM FCR/CX Award, you gain recognition and earn respect from employees working at your call center, other departments within your organization, and from your peer group within the call center industry.
Improve Employee Satisfaction (Esat)Award winners have used their SQM FCR Award as a marketing tool to inform existing customers and potential new customers about the award-winning FCR/CX they provide.
Increase Opportunities to Sell
Award winners have used their SQM FCR Award to inform current and potential new employees about the great FCR/CX they deliver and their call center's excellent working environment.
Reduce Customers at Risk
Award-winning FCR/CX performing agents, supervisors, and leaders have more career opportunities because of their proven track record for delivering great customer experiences.
FCR/CX Award-Winning Call Centers, Supervisors, and Agents
Based on our FCR benchmarking and tracking studies, SQM awards excellence in FCR, CX, and FCR best practices for the call center industry. We have recognized top-performing call centers for FCR/CX and best practices since 2000. SQM is honored to recognize the past FCR Award-Winning Call Centers, Supervisors, and Agents who have demonstrated excellence for the past 15 years.