Why and How to Nominate your Agent for this Award
To be eligible and potentially win the CSR 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 CSR of the Year will be!
Become a client of SQM’s customer experience services to measure your individual employees key performance metrics related to CX (Resolution, satisfaction, etc).
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.
Be proud of your agent's outstanding performance and follow our criteria and nomination process below and nominate your agent by the published deadline.
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 CSR of the Year!
About Our CSR of the Year Award
Criteria
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 (customer was very satisfied with agent and their call was resolved).
Awards
- Winner will receive a trophy, medallion, and $1,000 cash!
- Finalists will receive a medallion and a plaque
- Winner will be announced at SQM's Annual Conference
| Jan. 31st | World Class Certified CSRs Announced |
| Feb. 26th | Nominations Due |
| Mar. 12th | Finalists Announced |
Interviews With CSR's of the Year
Nomination Process
The nominations must be based on a CSR'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 CSR is certified World Class. All CSR 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 agent's from previous years became industry-leading performers?
SQM Group has compiled all of our previous CSR 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 CSR of the Year nomination as well as encourage you to read these stories to get insights into how other agents have improved their companies customer experience strategy.
2018 Winning Story
Reminding the Member that the Company Cares
I applaud you and the company for having the foresight in hiring Robert.
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 Agent’s 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! Customer Service Representative Best Practices include CSR Coaching, CSR Recognition, CSR Training and more.