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FCR/CX Awards Overview
Since 1998, SQM has been awarding call centers for their First Call Resolution (FCR), Customer Experience (CX), and Employee Experience (EX) results, as well as FCR Best Practice performance.
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, it must participate in an SQM FCR benchmarking or tracking research study.
We have more than 60 different First Call Resolution and CX 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.
Customer Service Awards Details
Customer Experience Awards
- Call Center (Large) of the Year Award and Top 2 Finalists
- Call Center (Small/Mid-Size) Award and Top 2 Finalists
- Call Center World Class FCR/CX Certification
- Agent World Class CX Certification
- Supervisor World Class CX Certification
- Agent of the Year and Top 50 Finalists
- Supervisor of the Year and Top 10 Finalists
- FCR Improvement Awards
- Agent World Class CX Improvement
- Supervisor World Class CX Improvement
- Highest Telecom/TV for FCR
- Highest Credit Card for FCR
- Highest Financial for FCR
- Highest Banking for FCR
- Highest Energy for FCR
- Highest Retail/Branch for FCR
- Highest Health Care for FCR
- Highest Pharmacy for FCR
- Highest Health Care Federal Employee Program for FCR
- Highest Government for FCR
- Highest Helpdesk for FCR
- Highest B2B for FCR
- Highest Charity for FCR
- Highest Non-Profit for FCR
- Highest IVR for FCR
- Highest Website for FCR
- Highest Email for FCR
- Highest Chat for FCR
- Highest One Contact Resolution
- Highest Omni-Channel CX
- Highest Claim Interaction for FCR
- Highest Enterprise-Wide Overall CX
Employee Experience Awards
- Highest Contact Center Industry for EX
- Most Improved for EX
- Highest Telecom/TV for EX
- Highest Financial for EX
- Highest Energy for EX
- Highest Health Care for EX
- Highest Outsourcer for EX
- World Class for EX
- Highest Work from Home for EX
- Customer Experience Leadership
FCR Best Practice Awards
- FCR Measurement
- Desktop Applications
- Agent Recognition
- Quality Assurance
- Call Handling
- Agent Escalation
- Performance Management System
- Agent Coaching
- Agent Training
- Agent Selection
- CX Journey Mapping
Customer Experience Awards
1. Call Center (Large-Size) of the Year Award and Top 2 Finalists
Definition
The Call Center (Large-Size) of the Year Award recognizes the organization with the highest combined FCR and employee experience (EX) ratings. FCR is based on the FCR metric from a customer perspective, and EX measurement is based on employee satisfaction (top box) survey rating.
How it is Judged
FCR is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects the organization's actual call type volume.
EX is judged using a minimum sample size of 100 employee online surveys taken from a random selection of Agent employees.
(To be eligible for this award, an organization must have at least 100 Agent employees).
2. Call Center (Small/Mid-Size) of the Year Award and Top 2 Finalists
Definition
The Call Center (Small/Mid-Size) of the Year Award recognizes the organization with the highest combined FCR and employee experience (EX) ratings. FCR is based on the FCR metric from a customer perspective, and EX measurement is based on employee satisfaction (top box) survey rating.
How it is Judged
FCR is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects the organization's actual call type volume.
Employee satisfaction is judged using a minimum sample size of 90% of employees using online surveys taken from a random selection of Agent employees.
(To be eligible for this award, an organization must have between 25 to 99 Agent employees).
3. Call Center World Class FCR/CX Certification
Definition
Call Center World Class FCR/CX Certification is based on 80% of customers getting their call resolved on the first call (FCR).
How it is Judged
Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
FCR/CX is judged using a minimum sample size of 800 customer live telephone surveys taken from a random selection of calls that reflects the organization's actual call type volume.
Certification can be done at an individual site level, on all sites, or both.
Definition
Agent World Class CX Certification is based on 85% of customers being overall very satisfied (top box response) with the Agent who handled their call, and their call was resolved.
How it is Judged
Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
A minimum sample size of 25 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.
5. Supervisor World Class CX Certification
Definition
Supervisor World Class CX Certification is based on 85% of customers being overall very satisfied (top box response) with the Agent who handled their call, and their call was resolved.
How it is Judged
Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
A minimum sample size of 200 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.
6. Agent of the Year and Top 50 Finalists
Definition
To be eligible for this award, an Agent must be world class CX certified (see the explanation for award #4). Agent of the Year will receive a $1,000 cash!
How it is Judged
Organizations can submit an unlimited number of nominations for the Agent of the Year award and top 50 finalist awards as long as the Agent is certified as a world-class CX performer.
The Agent nominee submissions must be based on a customer experience story, chosen by senior management, and then submitted to SQM.
The customer experience stories are the basis on which the SQM management team will judge the Agent of the Year and the top 50 finalists.
All Agent finalists will be announced before the SQM conference. Agent of the Year will be announced at the SQM Contact Center Industry CX Conference.
7. Supervisor of the Year and Top 10 Finalists
Definition
To be eligible for this award, a supervisor must be world class CX certified (see the explanation for award #5). Supervisor of the Year will receive a $1,000 cash!
How it is Judged
Organizations can submit an unlimited number of nominations for the Supervisor of the Year Award and top 10 finalist awards as long as the Supervisor is certified as a CX world-class performer.
The supervisor nominee submissions must be based on a customer experience story from their Agents on how the Supervisor helped them improve their call resolution or Csat performance, and then submitted to SQM.
The customer experience stories are the basis on which the SQM management team will judge the Supervisor of the Year and the top 10 finalists.
All supervisor finalists will be announced before the SQM conference. Supervisor of the Year will be announced at the SQM Call Center CX Conference & Industry Awards Gala.
8. First Call Resolution Improvement Award
Definition
This award recognizes organizations with a 5% or greater annual FCR improvement from the previous year.
How it is Judged
First call resolution is judged using a minimum sample size of 400 customer telephone surveys taken from a random selection of calls that reflects your actual call type volume.
This award is based on the organization's current annual FCR rating compared to their previous year's annual FCR rating.
9. Agent World Class CX Improvement
Definition
This award recognizes Agents with a 10% or greater annual world class CX metric improvement from the previous year.
How it is Judged
SQM's world class CX criteria are based on the definition section for award #4, Agent World Class CX Certification.
Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
The Agent nominee submissions must include an Agent CX improvement story and be chosen by management from your organization, and then submitted to SQM.
The Agent CX improvement stories are the basis on which the SQM management team will judge the Agent World Class CX Improvement winners.
A minimum sample size of 25 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume for both the current and past year.
10. Supervisor World Class CX Improvement
Definition
This award recognizes Supervisors with a 5% or greater annual world class CX metric improvement from the previous year.
How it is Judged
SQM's world class CX criteria are based on the definition section for award #5, Supervisor World Class CX Certification.
Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
The Supervisor nominee submissions must include a Supervisor CX improvement story and be chosen by management from your organization, and then submitted to SQM.
The Supervisor CX improvement stories are the basis on which the SQM management team will judge the Supervisor World Class CX Improvement winners.
A minimum sample size of 200 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume for both the current and past year.
11 – 24. Highest Specific Industry/Sector Call Center FCR Award
Definition
This award recognizes the organization with the highest call center FCR rating for each specific industry/sector (i.e., telecom/TV [consumer and business], credit card, financial, banking, energy, retail/branch, health care, health care federal employee program, pharmacy, government, helpdesk, B2B, charity, and non-profit).
How it is Judged
CX is based on having the highest FCR rating.
A minimum sample size of 400 customer live telephone surveys taken from a random selection of calls reflects your actual call type volume.
25. Highest IVR FCR Award
Definition
This award recognizes the organization's call center with the highest FCR for the IVR contact channel.
How it is Judged
CX is based on having the highest FCR rating.
A minimum sample size of 400 customer surveys taken from a random selection of customers who used your IVR.
26. Highest Website FCR Award
Definition
This award recognizes the organization with the highest FCR for the website contact channel.
How it is Judged
CX is based on having the highest FCR rating.
A minimum sample size of 400 customer surveys taken from a random selection of customers who used your website.
27. Highest Email FCR Award
Definition
This award recognizes the organization's call center with the highest FCR for the email contact channel.
How it is Judged
CX is based on having the highest FCR rating.
A minimum sample size of 400 customer surveys taken from a random selection of customers who used your email channel.
28. Highest Chat FCR Award
Definition
This award recognizes the organization's call center with the highest FCR for the chat contact channel.
How it is Judged
CX is based on having the highest FCR rating.
A minimum sample size of 400 customer surveys taken from a random selection of customers who used your chat contact channel.
29. Highest One Contact Resolution Award
Definition
This award recognizes the organization with the highest One Contact Resolution (OCR) rate.
How it is Judged
OCR rate is based on conducting customer surveys for the call center and website contact channels. OCR is determined based on the survey question of asking the customer if their inquiry or problem was resolved on the first contact using only one contact channel. OCR will be weighted based on call center and website contact volume.
OCR is judged using a minimum sample size of 800 live telephone and or email customer survey methods. The surveys are from a random selection of customers that reflects the organization's actual contact type volume for the call center and website. Each contact channel will have a sample size of 400.
30. Highest Omni-Channel CX Award
Definition
This award recognizes the organization with the highest Omni-Channel CX.
How it is Judged
Omni-Channel CX is based on conducting customer surveys for using multi-channels to resolve the same inquiry or problem. The CX rating is determined based on the overall customer satisfaction experience (top box) rating for using two or more contact channels to resolve the same inquiry or problem.
Customer satisfaction is judged using a minimum sample size of 400 live telephone or email customer survey methods. The surveys are taken from a random selection of customers who used 2 or more contact channels to resolve the same inquiry or problem.
31. Highest Claim Interaction CX Award
Definition
This award recognizes the organization with the highest claim interaction CX.
How it is Judged
This CX award is based on having the highest enterprise-wide customer satisfaction (top box) rating for claim interactions. A minimum sample size of 400 customer telephone surveys from a random selection of organization customers is required
32. Highest Enterprise-Wide Overall CX Award
Definition
This award recognizes the organization with the highest enterprise-wide overall CX.
How it is Judged
CX is based on having the highest enterprise-wide overall customer satisfaction (top box) rating. A minimum sample size of 400 customer telephone surveys from a random selection of organization customers is required.
Employee Experience Awards
33. Highest Call Center Industry EX Award
Definition
This award recognizes the organization with the highest overall call center employee experience (EX).
How it is Judged
EX is based on having the highest overall employee satisfaction (top box response) rating working at the call center. A minimum sample size of 100 employee online surveys taken from a random selection of agent employees.
(To be eligible for this award, an organization must have at least 100 agent employees.)
34. Most Improved EX Award
Definition
This award recognizes the organization with the most improved overall employee experience (EX).
How it is Judged
EX is based on the organization's current overall employee satisfaction (top box response) rating compared to their previous overall employee satisfaction (top box response) rating. A minimum sample size of 100 online employee surveys, or 90% of employees if less than 100 employees at the organization, taken from a random selection of agent employees.
35 – 39. Highest Specific Industry/Sector EX Award
Definition
This award recognizes the organization with the highest overall employee experience (EX) for each specific industry/sector (i.e., telecom, financial, energy, health care, and outsourcer).
How it is Judged
EX is based on having the highest employee satisfaction (top box response) rating. A minimum sample size of 100 online employee surveys, or 90% of employees if less than 100 employees at the organization, taken from a random selection of agent employees.
40. World Class EX
Definition
The World Class EX Award is based on overall employee experience (EX).
How it is Judged
EX is based on having an employee satisfaction (top box response) rating of 50% or greater. A minimum sample size of 100 online employee surveys, or 90% of employees if less than 100 employees at the organization, taken from a random selection of Agent employees.
41. Highest Work from Home EX
Definition
This award recognizes the organization with the highest work from home overall employee experience (EX).
How it is Judged
EX is based on having the highest employee satisfaction (top box response) rating. A minimum sample size of 100 online employee surveys, or 90% of employees if less than 100 employees at the organization, taken from a random selection of agent employees.
42. FCR Leadership Award
Definition
The FCR Leader "walks-the-talk" of being customer-centric by demonstrating leadership using an Outside-In FCR operating practice. Customer feedback is used for designing people, process, and technology practices to deliver FCR. The FCR Leader shares FCR goals, prioritizes FCR initiatives, and demonstrates a personal passion for delivering FCR. In addition, the FCR Leader provides the resources for the FCR focus to occur in the organization, creates FCR performance accountability, motivates employees to deliver FCR, and is the driving force for improving FCR. First Call Resolution results have significantly improved or at the world call level.
How it is Judged
This award is judged by a panel of SQM senior management who work closely with our clients.
FCR Best Practice Awards
43 – 53. Award Name
- FCR Measurement
- Desktop Applications
- Agent Recognition
- Quality Assurance
- Call Handling
- Agent Escalation
- Performance Management System
- Agent Coaching
- Agent Training
- Agent Selection
- CX Journey Mapping
Definition
These awards recognize the organization that has demonstrated improved or helped maintain high first call resolution (FCR) and customer experience (CX) performance.
For each FCR Best Practice category, SQM will recognize one organization.
How it is Judged
Organizations applying for a best practice award must submit specific practices they have used to improve or maintain high first call resolution (FCR) and customer satisfaction (Csat) performance.
The customer can determine FCR or the organization, and the customer must evaluate Csat.
For both FCR and Csat, please provide rating information for the previous year and the current year. If possible, please provide details that show the link between your FCR/Csat performance and your specific practices used to improve or maintain high FCR/Csat performance.
The initial submission should be a few sentences using SQM's online application form.
SQM will use a panel of subject matter experts to examine each submission to determine the finalists and award winner for each category.
Awards Participation and Eligibility
For an FCR, CX, or EX Award, the organization must participate in an SQM benchmarking or tracking study in the calendar year. Organizations that have participated in an SQM benchmarking or tracking study during the awards year, January 1 - December 31, are eligible for SQM's call center FCR/CX awards program. We announce the call center award winners in February in the following calendar year. First Call Resolution Awards are given out annually at an SQM Awards Virtual Gala event.
FCR Benchmarking Study
Many organizations interested in an FCR/CX Award have SQM conduct a call center benchmarking study to evaluate their FCR. Specifically, SQM's FCR benchmarking study will provide the following:
- Benchmarking comparison to over 500 leading North American call centers
- Benchmarking comparison to peer group, call center industry, and world class call centers
- High level and detailed FCR, one contact resolution, CX greatness, and customer satisfaction ratings
- Net promoter score® and net retention index
- Amount of revenue the call center protected and lost
- Unresolved calls impact on operating costs
- Top 5 repeat call reasons and their improvement opportunity for financial savings
- Targeted opportunities for reducing repeat calls
- Best practices for reducing repeat calls
- Entry into SQM's FCR/CX Excellence Awards Program