We have been working with SQM for decades — mySQM™ QA has great data mining and agent performance CX improvement opportunity capabilities.
mySQM™ QA helps us to be more holistic in our CX approach — resulting in over 20 years of world-class CX delivery.
mySQM™ QA software is fantastic — there is an SQM debit card feature that we use to immediately recognize agents with dollars for delivering great CX.
mySQM™ QA has helped us improve CX — by being able to see the opportunities that come from customer's feedback.
QA/CX Awards Overview
SQM's Quality Assurance (QA) and Customer Experience (CX) Awards are the original, biggest, and most prestigious North American Call Center Industry QA & CX Awards. Since 1998, SQM has been awarding call centers for their QA scores, CSAT, FCR, and ESAT results, as well as Best Practice performance.
SQM's awards are unique because they are based on customers who have used a contact center and or employees who work at one. For a contact center to be eligible for QA or CX Awards, they must participate in an SQM QA/CX benchmarking or tracking research study. Our QA & CX Awards are presented annually at the SQM Awards Gala event.
SQM benchmarks over 500 leading North American contact centers annually and has been conducting QA, customer satisfaction (CSAT), employee satisfaction (Esat), First Call Resolution (FCR) contact 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 QA/CX awards program.
Contact Center QA & CX Award Categories Include:
We have more than 50 different QA and CX Awards, recognizing the top-performing contact centers and employees who have demonstrated excellence in QA scores, CSAT, ESAT, and Best Practices. SQM's major QA & CX Award categories include Call Center of the Year, Supervisor of the Year, Agent of the Year, QA/CX Certification, Best Practices, and CSAT Improvement.
The 5 Benefits of Winning an SQM QA/CX Award:
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Recognition
SQM's Quality Assurance, Customer Experience, and Best Practice Awards are the most prestigious and sought-after awards in the North American Contact Center Industry. Winning an SQM award creates tremendous pride from the agent to the CEO level.
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Customer Satisfaction (CSAT)
When you win a CSAT Award, you gain recognition and respect from employees working at your contact center, other departments within your organization, and your peer group within the contact center industry. Most importantly, your clients will have greater confidence in your CX delivery.
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Employee Satisfaction (ESAT)
Award winners have utilized their ESAT Award as a marketing tool to inform both existing employees and potential new employees about the award-winning ESAT working environment. -
Marketing Opportunities
Award winners have utilized their QA/CX Award as a marketing tool to inform current and potential customers about the excellent QA/CX they deliver, as well as their contact center's outstanding working environment.
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Reduce Customers at Risk
Award-winning QA/CX performing agents, supervisors, and leaders have more career opportunities because of their proven track record for delivering great customer experiences.
QA/CX Award-Winning Contact Centers, Supervisors, and Agents
Based on our QA/CX benchmarking and tracking studies, SQM awards excellence in QA, CX, and best practices for the contact center industry. We have recognized top-performing contact centers for QA/CX and best practices since 1998. SQM is honored to recognize the past QA/CX Award-Winning Contact Centers, Supervisors, and Agents who have demonstrated excellence.
Best Practice Awards Nominations
Learn more about our Contact Center Best Practice Awards.