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QA/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.
QA & CX Awards Details
Customer Experience Awards
- Call Center of the Year Award (Large Size) and Top 2 Finalists
- Call Center of the Year Award (Small/Mid-Size) and Top 2 Finalists
- Call Center World Class QA/CX Certification
- Agent World Class QA/CX Certification
- Supervisor World Class QA/CX Certification
- Agent of the Year and Top 50 Finalists
- Supervisor of the Year and Top 10 Finalists
- Call Center QA/CX Improvement
- Agent QA/CX Improvement
- Supervisor QA/CX Improvement
- Highest Telecom/TV for CX
- Highest Credit Card for CX
- Highest Financial for CX
- Highest Banking for CX
- Highest Energy for CX
- Highest Retail/Branch for CX
- Highest Health Care for CX
- Highest Pharmacy for CX
- Highest Health Care Federal Employee Program for CX
- Highest Government for CX
- Highest Helpdesk for CX
- Highest B2B for CX
- Highest Charity for CX
- Highest Non-Profit for CX
- Highest IVR for CX
- Highest Website for CX
- Highest Email for CX
- Highest Chat for CX
- Highest One Contact Resolution
- Highest Omni-Channel CX
- Highest Claim Interaction for CX
- 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
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 of the Year Award (Large-Size) and Top 2 Finalists
Definition
The Call Center of the Year Award (Large-Size) recognizes the organization with the highest combined Customer Satisfaction (CSAT) and Employee Satisfaction (ESAT) scores. CSAT is based on the (top box) satisfaction survey rating or auto QA CSAT prediction (top box) satisfaction rating, and ESAT measurement is based on employee satisfaction (top box) survey rating.
How it is Judged
CSAT is evaluated using a minimum sample size of 400 customer live telephone surveys or auto QA CSAT prediction evaluations, taken from a random selection of calls that reflects the organization's actual call volume.
ESAT is evaluated using a minimum sample size of 100 agent online surveys taken from a random selection of employees.
(To be eligible for this award, an organization must have at least 100 agent employees).
2. Call Center of the Year Award (Small/Mid-Size) and Top 2 Finalists
Definition
The Call Center of the Year Award (Small/Mid-Size) recognizes the organization with the highest combined Customer Satisfaction (CSAT) and Employee Satisfaction (ESAT) scores. CSAT is based on the (top box) satisfaction survey rating or auto QA CSAT prediction (top box) satisfaction rating, and ESAT measurement is based on employee satisfaction (top box) survey rating.
How it is Judged
CSAT is evaluated using a minimum sample size of 400 customer live telephone surveys or auto QA CSAT prediction evaluations, taken from a random selection of calls that reflects the organization's actual call volume.
ESAT is evaluated using a minimum sample size of 90% of employees, as determined through online surveys administered to 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 QA/CX Certification
Definition
The Call Center World Class QA/CX Certification is based on 85% of customers rating their CX as 'very satisfied' (top box response) and their call is resolved.
How it is Judged
QA evaluations or surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
QA/CX is judged using a minimum sample size of 800 customer live telephone surveys or auto QA CSAT prediction evaluations, taken from a random selection of calls that reflects the organization's actual call volume.
Certification can be performed at the individual site level, on all sites, or both.
Definition
The Agent World Class QA/CX Certification is based on 85% of customers being overall very satisfied (top box response) with the Agent who handled their call and had their issue resolved.
How it is Judged
QA evaluations or 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 or 200 auto QA CSAT prediction evaluations was taken from a random selection of calls that reflects the organization's actual call volume.
5. Supervisor World Class QA/CX Certification
Definition
The World Class CX Certification is based on 85% of customers being overall very satisfied (top box response) with the Agents who handled their calls and had their issues resolved.
How it is Judged
QA evaluations or 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 or 400 auto QA CSAT prediction evaluations was taken from a random selection of calls that reflects the organization's actual call volume.
6. Agent of the Year and Top 50 Finalists
Definition
To be eligible for this award, an Agent must be world class QA/CX certified (see the explanation for award #4). Agent of the Year will receive a $1,000 cash award!
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 QA/CX performer.
The Agent nominee submissions must be based on a customer experience story, chosen by your 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 and finalist will be announced at the annual SQM Call Center QA/CX Conference & Industry Awards Gala.
7. Supervisor of the Year and Top 10 Finalists
Definition
To be eligible for this award, a supervisor must be world class QA/CX certified (see the explanation for award #5). The Supervisor of the Year will receive a $1,000 cash award!
How it is Judged
Organizations can submit an unlimited number of nominations for the Supervisor of the Year Award and top 6 finalist awards as long as the Supervisor is certified as a QA/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 serve as the basis on which the SQM management team will judge the Supervisor of the Year and the top six finalists.
All supervisor finalists will be announced before the SQM conference. Supervisor of the Year and finalist will be announced at the annual SQM Call Center QA/CX Conference & Industry Awards Gala.
8. Call Center QA/CX Improvement
Definition
This award recognizes organizations that have achieved a 5% or greater annual improvement in CSAT from the previous year.
How it is Judged
CSAT is evaluated using a minimum sample size of 400 customer telephone surveys or 400 auto QA CSAT prediction evaluations, which were taken from a random selection of calls that reflect the organization's actual call volume.
This award is based on the organization's current annual CSAT (top-box response) rating compared to its rating from the previous year.
9. Agent QA/CX Improvement
Definition
This award recognizes Agents with a 10% or greater annual improvement in world-class QA/CX metrics from the previous year.
How it is Judged
SQM's world class QA/CX criteria are based on the definition section for Agent World Class QA/CX Certification (See Award #4 for details).
QA evaluations or 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 QA/CX improvement story, be chosen by management from your organization, and then submitted to SQM.
The Agent CX improvement stories serve as the basis for the SQM management team to judge the Agent World Class CX Improvement winners.
A minimum sample size of 25 attributed customer telephone surveys or 200 auto QA CSAT prediction evaluations was taken from a random selection of calls that reflects your actual call type volume for both the current and past year.
10. Supervisor QA/CX Improvement
Definition
This award recognizes Supervisors with a 5% or greater annual world class QA/CX metric improvement from the previous year.
How it is Judged
SQM's world-class QA/CX criteria are based on the definition section for Supervisor World-Class QA/CX Certification (See Award #4 for details).
QA evaluations or 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, 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 or 400 auto QA CSAT prediction evaluations was 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 CX
Definition
This award recognizes the organization with the highest call center CSAT 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
QA/CX is based on having the highest CSAT rating.
A minimum sample size of 400 customer live telephone surveys or 400 auto QA CSAT prediction evaluations was taken from a random selection of calls, reflecting your actual call type volume.
25. Highest IVR CX
Definition
This award recognizes the organization's call center with the highest CSAT for the IVR contact channel.
How it is Judged
QA/CX is based on having the highest CSAT rating.
A minimum sample size of 400 customer live telephone surveys or 400 auto QA CSAT prediction evaluations was taken from a random selection of calls, reflecting your actual call type volume using the IVR contact channel.
26. Highest Website CX
Definition
This award recognizes the organization with the highest CSAT for the website contact channel.
How it is Judged
QA/CX is based on having the highest CSAT rating.
A minimum sample size of 400 customer live telephone surveys or 400 auto QA CSAT prediction evaluations was selected from a random sample of contacts, reflecting the actual volume of contact reasons using the website contact channel.
27. Highest Email CX
Definition
This award recognizes the organization's call center with the highest CSAT for the email contact channel.
How it is Judged
QA/CX is based on having the highest CSAT rating.
A minimum sample size of 400 customer live telephone surveys or 400 auto QA CSAT prediction evaluations was selected from a random sample of contacts, reflecting the actual volume of contact reasons using the email contact channel.
28. Highest Chat CX
Definition
This award recognizes the organization's call center with the highest CSAT for the chat contact channel.
How it is Judged
QA/CX is based on having the highest CSAT rating.
A minimum sample size of 400 customer live telephone surveys or 400 auto QA CSAT prediction evaluations was selected from a random sample of contacts, reflecting the actual volume of contact reasons using the chat contact channel.
29. Highest One Contact Resolution
Definition
This award recognizes the organization with the highest One Contact Resolution (OCR) rate.
How it is Judged
The OCR rate is based on conducting customer surveys or auto-QA CSAT prediction evaluations for the call center and website contact channels. OCR is determined based on the survey question 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 the volume of calls and website contacts.
OCR is judged using a minimum sample size of 800 live telephone and or email customer surveys or auto QA CSAT prediction evaluation methods. The QA evaluations or surveys are based on a random selection of customers that reflects the organization's actual contact volume for the call center and website. Each contact channel will have a sample size of 400.
30. Highest Omni-Channel CX
Definition
This award recognizes the organization with the highest Omni-Channel Customer Experience (CX).
How it is Judged
Omni-channel CX is based on conducting customer surveys or auto-QA CSAT prediction evaluation methods, utilizing multiple 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 surveys or auto QA CSAT prediction evaluation methods. The QA evaluation or surveys are taken from a random selection of customers who used two or more contact channels to resolve the same inquiry or problem.
31. Highest Claim Interaction CX
Definition
This award recognizes the organization with the highest customer experience (CX) in claim interactions.
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 or auto QA CSAT prediction evaluation methods from a random selection of organization customers is required
32. Highest Enterprise-Wide Overall CX
Definition
This award recognizes the organization with the highest overall enterprise-wide customer experience (CX).
How it is Judged
CX is based on achieving the highest overall enterprise-wide customer satisfaction rating (top box). A minimum sample size of 400 customer telephone surveys or auto QA CSAT prediction evaluation methods 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 among employees working at the call center. A minimum sample size of 100 employee online surveys was 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 rating (top box response) compared to their previous overall employee satisfaction rating (top box response). A minimum sample size of 100 online employee surveys, or 90% of the employees if there are fewer than 100 employees at the organization, was selected from a random sample of agent employees.
35 – 39. Highest Specific Industry/Sector EX Award
Definition
This award recognizes the organization with the highest overall employee experience (EX) in each specific industry or sector (i.e., telecom, financial, energy, healthcare, and outsourcing).
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 the employees if there are fewer than 100 employees at the organization, was selected from a random sample 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 there are fewer than 100 employees at the organization, was selected from a random sample of Agent employees.
41. Highest Work from Home EX
Definition
This award recognizes the organization with the highest overall work-from-home 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 the employees if there are fewer than 100 employees at the organization, was selected from a random sample of agent employees.
42. CSAT Leadership Award
Definition
The Customer (CSAT) Leader "walks the talk" of being customer-centric by demonstrating leadership using an Outside-In CSAT operating practice. Customer feedback is used to design people, processes, and technology practices that deliver high CSAT. The CSAT Leader shares goals, prioritizes initiatives, and demonstrates a personal passion for delivering CSAT. In addition, the CSAT Leader provides the resources necessary for the CSAT focus to occur within the organization, creates CSAT performance accountability, motivates employees to deliver CSAT, and serves as the driving force for improving CSAT. Customer satisfaction results have significantly improved or have reached a world-class level.
How it is Judged
This award is judged by a panel of SQM senior management who work closely with our clients.
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 Best Practice awards recognize the organization that has demonstrated improved or helped maintain high first call resolution (FCR) and customer satisfaction (CSAT) performance.
For each 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 FCR and 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 demonstrate the connection between your FCR/CSAT performance and the specific practices you use to improve or maintain high FCR/CSAT performance.
The initial submission should be a few sentences using SQM's online application form.
SQM will utilize a panel of subject matter experts to review each submission and determine the finalists and award winners for each category.
Awards Participation and Eligibility
For a QA/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 QA/CX awards program. We announce the contact center award winners in February of the following calendar year. Awards are presented annually at the SQM Awards Gala event.
Snapshot Contact Center Benchmarking Study
Many organizations interested in a QA/CX Award have SQM conduct a Snapshot Contact Center QA Benchmark Study to evaluate their QA/CX. Specifically, SQM's FCR benchmarking study will provide the following:
- Benchmarking comparison to over 500 leading North American call centers
- Benchmarking comparison to peer groups, 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 QA/CX Excellence Awards Program