SQM Group

Why and How to Nominate your Agent for this Award

To be eligible and potentially win the Agent of the Year award, you must have completed the following four steps.  Step 1 is utilizing SQM Groups services to obtain feedback from your customers about how your organization is performing. Step 2 targets feedback from customers about your specific agents and the service they provided to those customers. Step 3 is where the agent’s accolade(s) are detailed and sent to SQM for judging purposes. Step 4 is the final one where you register for and attend our annual conference where you will have the ability to learn, network, celebrate successes together and find out who the newest Agent of the Year will be!

Step 1

Become a client of SQM’s customer experience services to measure your individual employees key performance metrics related to CX (Resolution, satisfaction, etc).

Step 2

Get your agent World Class Certified by ensuring they achieve a minimum of 25 customer telephone surveys over the calendar year and have an 85% or better WCC rate.

Step 3

Be proud of your agent's outstanding performance and follow our criteria and nomination process below and nominate your agent by the published deadline.

Step 4

Attend the annual SQM CX Conference and watch your agent be recognized for being the best of the best, as well as find out who is awarded as the outstanding Agent of the Year!

About Our Agent of the Year Award

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Customer surveys must consist of at least 3 consecutive months of surveys between January 1st, to December 31st, and have a minimum of 25 attributable surveys. At least 85% of these surveys must be scored as World Class (the customer was very satisfied with the agent and their call was resolved).

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  • The winner will receive a trophy, medallion, and $1,000 cash!
  • Finalists will receive a medallion and a plaque
  • The winner will be announced at SQM's Annual Conference
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Awards Deadlines
Jan. 31st World Class Certified Agents Announced
Feb. 20th Nominations Due
Mar. 11th Finalists Announced

Nomination Process

The nominations must be based on an Agent's experience that meets any of the following criteria. Stories should be chosen and submitted to SQM by senior management. Organizations can submit an unlimited number of nominations as long as each Agent is certified World Class. All Agent of the Year and finalist stories will be published.

Describe how the agent:

  • Changed the approach of the company when dealing with similar customer situations
  • Created a positive and memorable customer experience resulting in a fundamental difference in the life of the customer
  • Went the extra mile to resolve a difficult customer call
  • Went the extra mile (concierge service) to help a customer
  • Turned a very dissatisfied customer into a very satisfied customer
  • Turned the customer into a raving fan of the organization
  • Inspired others around them to provide great customer service

Interested in learning how agents from previous years became industry-leading performers?

SQM Group has compiled all of our previous Agent of the Year finalist nominations from the past decade into one easy-to-find library. We suggest reading these stories to get ideas for your Agent of the Year nomination as well as encourage you to read these stories to get insights into how other agents have improved their company's customer experience strategy.

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2018 Winning Story

Reminding the Member that the Company Cares

I applaud you and the company for having the foresight in hiring Robert.

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2017 Winning Story

Valuing the Member's Experience

I feel fortunate that I work for a company that values the member experience.

Additional Ways to Ensure Your Agents Stay Amazing

Check out our collection of FCR Best Practices studies focussed directly on the customer service representatives who provide your customers with their experience every time they reach out to you!  Agent Best Practices include Agent Coaching, Agent Recognition, Agent Training, and more.

Best Practice Case Studies ▶