Contact Center Industry 2016 Award Winners for VoC Excellence

2016 Contact Center Industry Award Winners

SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1.5 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM does business in 15 countries around the globe including United States, Canada, Australia, India, Philippines, Chile, Mexico, Jamaica, Costa Rica, Peru, and the United Kingdom. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of January 1, 2016 to December 31, 2016.

For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

SQM has more than 60 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2016. These prestigious contact center industry awards will be presented at our annual conference, held in the prestigious Sparkling Hill Resort in Vernon, British Columbia, May 2nd – 4th, 2017.

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Contact Center of the Year Award

Organization

Criteria

Criteria used for Contact Center of the Year are based on having the highest combined customer FCR and employee overall very satisfied (top box rating)

Best Performing Small- to Mid-Sized Contact Center Award

Organization

  • Best Performing Small- to Mid-Sized Contact Center Winner:
  • BlueCross BlueShield of Vermont
  •  
  • Best Performing Small- to Mid-Sized Contact Center Award Finalists:
  • Canadian Tire Roadside Assistance
  • TELUS Sourcing Solutions Inc.

Criteria

Criteria used for Best Performing Small- to Mid-Sized Contact Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box rating)

Contact Center World Class FCR Certification

Criteria

Criteria used for Contact Center World Class FCR Certification are 80% or higher of the calls are FCR for 3 months or more. SQM’s FCR call criteria are based on the customer’s call being resolved on the first call

Web Self-Service World Class FCR Certification

Organization

    Criteria

    Criteria used for Website Self-Service World Class FCR Certification are 80% or higher of the contacts are FCR for 3 months or more. SQM’s FCR contact criteria are based on the customer’s contact being resolved on the first contact with the website

    Customer Experience Best Practice Award Winners

    Category

    Organization

    1. Omni-Channel BlueCross BlueShield of South Carolina
    2. Web Self-Service Channel FedEx Express Canada
    3. Quality Assurance Prime Therapeutics
    4. Desktop Application(s) Comcast Cable
    5. CSR Recognition Program Canadian Tire Financial Services
    6. Career Development Program UPMC Health Plan
    7. Call Handling VSP Vision Care
    8. Escalation CSR Support Capital One
    9. Performance Management System Scotia iTRADE
    10. CSR Coaching Program Nationstar Mortgage
    11. CSR Training Program BlueCross BlueShield of Vermont
    12. CSR Selection Accenture Business Services for Utilities Inc.
    13. Standard Operating Procedures Genworth (tie)
      PerformRx (tie)
    14. Continuous Improvement Process Millennium1 Solutions

    Criteria

    These awards recognize the organization that has demonstrated they have improved or helped maintain high FCR and Csat performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance

    Finalists for CSR of the Year

    CSR Name

    Organization

    Alex Beeks BlueCross BlueShield of South Carolina
    Ceomara Timmons BlueCross BlueShield of South Carolina
    Michelle Dobson BlueCross BlueShield of South Carolina
    Alyssa Pratt BlueCross BlueShield of Vermont
    Amy Duhamel BlueCross BlueShield of Vermont
    Bridgette Draper BlueCross BlueShield of Vermont
    *Madison Blow BlueCross BlueShield of Vermont
    Rebecca Lee BlueCross BlueShield of Vermont
    Chastity Driscoll Millennium1 Solutions
    Peter Stewart Millennium1 Solutions
    Derek Therrell Prime Therapeutics
    Sebastian D’Agosta Prime Therapeutics
    Stacey Boone Prime Therapeutics
    Bernice Gutierrez Regence BlueCross BlueShield
    **Jason Chapman Regence BlueCross BlueShield
    **Mark Gobardhan Scotia iTRADE
    Roy Wefuan Scotia iTRADE
    Janet Cramm Security Health Plan
    Amber Moore Sun Life Financial
    Daniel Arnold Sun Life Financial
    Isaac Gillan Sun Life Financial
    Julie Dion Sun Life Financial
    Katrine Gagnon Sun Life Financial
    Melanie Luckhurst Sun Life Financial
    Melissa McGahey Sun Life Financial

    Criteria

    To be eligible the customer service representative (CSR) must be a World Class Certified Customer Representative. The criteria for a World Class Certified Customer Representative is 85% or higher of the calls surveyed are at the world class call level. SQM’s world class call criteria are based on the customer’s call being resolved and the customer is overall very satisfied (top box response) rating with the CSR. Call center management must also send an example of a great customer service story that the CSR delivered.


    CSR of the Year Finalists – Group Photo
     
    *CSR of the Year Winner
     
    **CSR of the Year Runner-Up

    CSR Top 5 World Class Csat Improvement Winners

    CSR Name

    Organization

    Shaquana McEachin BlueCross BlueShield of North Carolina
    Steve Couper Cogeco Connexion
    Brenton Dunkley Rogers
    Amanda Watson Sun Life Financial
    Jeanne Dea VSP Vision Care

    Criteria

    To be eligible the customer service representative (CSR) must have improved their World Class Call (WCC) performance by 10% from the previous year. SQM’s WCC criteria are based on the customer’s call being resolved and the customer is overall very satisfied (top box response) rating with the CSR. Call center management must also send an example of a great customer service story that the CSR delivered.

    Finalists for Supervisor of the Year

    Supervisor Name

    Organization

    Antonietta Perez 407 ETR
    *Janalee Willett BlueCross BlueShield of Vermont
    Christopher Longshaw Sun Life Financial
    Muriel Rafuse Millennium1 Solutions
    Dede Tobin Regence BlueCross BlueShield
    Prabhjot Bedi Rogers

    Criteria

    To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 85% or higher of the calls surveyed are at the world class call level. Call center management or CSRs must also send an example of a great Call Resolution or Csat coaching story.


    Supervisor of the Year Finalists – Group Photo

     *Supervisor of the Year Winner

    Customer Satisfaction & First Call Resolution Awards

    Highest Customer Satisfaction for the Contact Center Industry Awards

    Organization

    Award

    Criteria

    Scotiabank 1. Best Selling Customer Satisfaction 1. This award recognizes the contact center with the highest Csat (top box rating) for selling approach
    FortisBC 2. Highest Enterprise-Wide One Contact Resolution 2. This award recognizes the organization with the highest enterprise-wide one contact resolution over two or more contact channels, with one being the call center and one being the website
    Canadian Tire Financial Services (CRCC) 3. Highest Omni-Channel Customer Service 3. This award recognizes the contact center with the highest overall Csat (top box rating) where the experience was seamless for the entire multi-channel experience
    FortisBC 4. Highest Web Self-Service Customer Service 4. This award recognizes the contact center with the highest overall Csat (top box rating) for the web self-service channel
    FortisBC 5. Highest IVR Self-Service Customer Service 5. This award recognizes the contact center with the highest overall Csat (top box rating) for the IVR self-service channel
    Cogeco Connexion 6. Highest Field Services Customer Service 6. This award recognizes the contact center with the highest overall Csat (top box rating) for the field services channel

    Highest Customer Service by Industry Awards

    Organization

    Award

    Vancity Banking
    Jackson Financial
    Canadian Tire Financial Services (CRCC) Credit Card
    VSP Vision Care Insurance
    BlueCross BlueShield of Vermont Health Care
    Excellus BlueCross BlueShield Health Care Federal Employee Program
    Prime Therapeutics Pharmacy
    Cogeco Connexion (Storefront) Retail/Service
    FortisBC Energy
    Cogeco Connexion (tie) Telco/TV
    Rogers Business Service (tie) Telco/TV
    Blue Cross Blue Shield of Michigan (Web Support Help Desk) Helpdesk
    Halton Region Government
    Jackson Business to Business

    Criteria

    Based on having the highest FCR for an organization in each specific industry/sector

    First Call Resolution Improvement Awards

    Criteria

    Based on a 5% or greater annual FCR improvement from the most recent study within the last two years

    Employee Satisfaction Awards

    Highest Employee Satisfaction for the Contact Center Industry Award

    Criteria

    Based on having the highest employee overall very satisfied (top box rating) with working in their contact center

    Most Improved Employee Satisfaction Award

    Organization

    • Quantum Management Services Ltd

    Criteria

    Based on having the most improved employee overall very satisfied (top box rating) with working in their contact center

    Highest Employee Satisfaction by Industry Awards

    Criteria

    Based on having the highest employee overall very satisfied (top box rating) with working in their contact center for each specific industry/sector

    Highest Work From Home Employee Satisfaction

    Organization

    Criteria

    Based on having the highest employee overall very satisfied (top box rating) for work from home CSRs

    World Class Employee Satisfaction Awards

    Criteria

    Based on 50% or higher of employees rate their overall experience of working in the contact center as very satisfied (top box rating)

    CX Leadership Awards

    CX Leader

    Organization

    Anne Palmerine UPMC Health Plan
    Emily Fair BlueCross BlueShield of Vermont
    Diahn McHenry Jackson
    Melissa Beilstein Blue Cross Blue Shield Association

    Criteria

    These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, CEO and Founder of SQM Group

    2015 Contact Center Industry Award Winners

    SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1.5 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM does business in 15 countries around the globe including United States, Canada, Australia, India, Philippines, Chile, Mexico, Jamaica, Costa Rica, Peru, and the United Kingdom. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of January 1, 2015 to December 31, 2015.

    For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

    In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

    SQM has more than 60 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2015. These prestigious contact center industry awards were presented at our annual conference, held in Coeur d’Alene, Idaho, May 17th – 19th, 2016.

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    Contact Center of the Year Award

    Organization

    • Contact Center of the Year Winner:
    • VSP Vision Care
    •  
    • Contact Center of the Year Finalists:
    • Canadian Tire Financial Services – Sales and Service
    • Jackson

    Criteria

    Criteria used for Contact Center of the Year are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

    Best Performing Small- to Mid-Size Contact Center Award

    Organization

    • Best Performing Small- to Mid-Size Contact Center Winner:
    • BlueCross BlueShield of Vermont
    •  
    • Best Performing Small- to Mid-Size Contact Center Award Finalists:
    • 407 ETR
    • TELUS Sourcing Solutions Inc.

    Criteria

    Criteria used for Best Performing Small- to Mid-Sized Contact Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

    Contact Center World Class FCR Certification

    Criteria

    Criteria used for Contact Center World Class FCR Certification are 80% or higher of the calls are FCR for 3 months or more. SQM’s FCR call criteria are based on the customer’s call being resolved on the first call

     

    Web Self-Service World Class FCR Certification

    Organization

      Criteria

      Criteria used for Website Self-Service World Class FCR Certification are 80% or higher of the contacts are FCR for 3 months or more. SQM’s FCR contact criteria are based on the customer’s contact being resolved on the first contact with the website

      Best Practice Award Winners

      Category

      Organization

      1. Omni-Channel American Express
      2. Web Self-Service Channel FortisBC
      3. IVR Self-Service Channel VSP Vision Care
      4. Chat Channel UPMC Health Plan
      5. Quality Assurance Millennium1 Solutions
      6. Desktop Application(s) Comcast Cable
      7. CSR Recognition Program BlueCross BlueShield of Vermont
      8. Career Development Program Sun Life Financial
      9. Call Handling Practice Canadian Tire Financial Services
      10. Real-Time CSR Support Queue Blue Cross Blue Shield of Massachusetts
      11. Performance Management System Cogeco Connexion
      Scotia iTRADE
      12. CSR Coaching Program Nationstar Mortgage
      13. CSR Training Program Dialog Direct / Prime Therapeutics
      VSP Vision Care
      14. CSR Hiring Process Accenture Business Services for Utilities Inc
      15. Standard Operating Procedure FedEx Express Canada

      Criteria

      These awards recognize the organization that has demonstrated they have improved or helped maintain high FCR and Csat performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance

      Contact Center World Class Best Practice Certification

      Category

      • CSR Coaching Program

      Criteria


      To be eligible, an organization must complete a minimum sample size of 100 CSR online surveys, or 90% of employees if less than 100 employees at the organization, must have completed the online survey.

      Customer surveying must have been conducted for a minimum of 3 consecutive months during the Award year from January 1, 2015 to December 31, 2015. A minimum sample size of 800 customer live telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.

      Best Practice criteria must be validated by an onsite evaluation conducted by an SQM Consultant.

      CSR Finalists for CSR of the Year

      CSR Name

      Organization

      Troy Hammond Little AmeriHealth Caritas
      Daniel Peters Blue Cross Blue Shield of Massachusetts
      Alex Beeks Blue Cross and Blue Shield of South Carolina
      *Pamela Cragin Blue Cross and Blue Shield of South Carolina
      Amir Shokoohi Blue Cross and Blue Shield of South Carolina
      Amanda Emerson BlueCross BlueShield of Vermont
      Amy Duhamel BlueCross BlueShield of Vermont
      Terry Kelty BlueCross BlueShield of Vermont
      Samantha Cook CareFirst BlueCross BlueShield
      Enza Pitruzzella LoyaltyOne
      Nazreen Abdulla LoyaltyOne
      Tyler Fitzsimons Marchon Eyewear Inc.
      Anderson Henry Millennium1 Solutions
      Awaldi Stuart Millennium1 Solutions
      Kaylyn Beckwith Millennium1 Solutions
      Trina Hardiman Millennium1 Solutions
      Joseph Jablanofsky Nationstar Mortgage
      Russel Valendo Nationstar Mortgage
      Heather Sundheim Premera Blue Cross
      Brooke Jobe Regence BlueCross BlueShield
      Mona Rghif Scotia iTRADE
      Sammer Salama Scotia iTRADE
      Ruby Sahota Sun Life Financial
      Stephanie Motovsky Sun Life Financial
      Carol Elder VSP Vision Care

      Criteria

      To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 85% or higher of the calls surveyed are at the world class call level. SQM’s world class call criteria are based on the customer’s call being resolved and the customer is overall very satisfied (top box response) rating with the customer service representative (CSR). Call center management must also send an example of a great customer service story that the CSR delivered.

      CSR Top 5 World Class Csat Improvement Winners

      CSR Name

      Organization

      Heather Wachs Blue Cross and Blue Shield of Kansas
      Rajesh Gill ENMAX, Inc.
      Gloria Fritz Regence BlueCross BlueShield
      Kirk Chase VSP Vision Care
      Irene Dent VSP Vision Care

      Criteria

      To be eligible, a customer representative must have improved their WCC (World Class Call) performance by 10% from the previous year. SQM’s WCC criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and very satisfied with the CSR. Call center management must also send an example of a great CSR Csat improvement story.


      Supervisor of the Year

      Supervisor Name

      Organization

      *Shantell Edwards 407 ETR
      Lindsey Abbott Blue Cross and Blue Shield of Kansas
      Shawn Nichols ENMAX, Inc.
      Muriel Rafuse Millennium1 Solutions
      Lucie Novotny Sun Life Financial
      Jennifer Riggle VSP Vision Care

      Criteria

      To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 85% or higher of the calls surveyed are at the world class call level. Call center management or CSRs must also send an example of a great Call Resolution or Csat coaching story.


      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Contact Center Industry Awards

      Organization

      Award

      Criteria

      Vancity 1. Best Selling Customer Satisfaction 1. This award recognizes the contact center with the highest Csat (top box response) rating for selling approach
      Canadian Tire Financial Services – Sales and Service 2. Highest Omni-Channel Customer Service 2. This award recognizes the contact center with the highest overall Csat (top box response) rating for the entire omni-channel experience
      FortisBC 3. Highest Web Self-Service Customer Service 3. This award recognizes the contact center with the highest overall Csat (top box response) rating for the web self-service channel
      Cogeco Connexion 4. Highest Field Services Customer Service 4. This award recognizes the contact center with the highest overall Csat (top box response) ratings for the fields services channel

      Highest Customer Service by Industry Awards

      Organization

      Award

      Vancity Banking
      Jackson Financial
      Canadian Tire Financial Services – Sales and Service Credit Card
      VSP Vision Care Insurance
      Prime Therapeutics Health Care
      Prime Therapeutics Pharmacy
      Blue Cross of Idaho Health Care FEP
      Cogeco Connexion (Storefront) Retail/Service
      ENMAX, Inc. Energy
      Cogeco Connexion Telco/TV
      Blue Cross Blue Shield of Michigan (Web Support Help Desk) Helpdesk
      211 Ontario Government
      Marchon Eyewear Inc. Business to Business
      VSP Vision Care

      Criteria

      Based on having the highest FCR for an organization in each specific industry/sector

      First Call Resolution Improvement Awards

      Criteria

      Based on a 5% or greater annual FCR improvement from the most recent study within the last two years

      The Best Vendor Customer Solution Award

      Organization

      • Ulysses Learning

      Criteria

      This award is presented to the vendor who has been mentioned the most in an unsolicited manner from organizations for helping them improve their first contact resolution and customer satisfaction performance.

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Contact Center Industry Award

      Criteria

      Based on having the highest employee overall very satisfied (top box response) rating with working in their contact center

      Most Improved Employee Satisfaction Award

      Organization

      Criteria

      Based on having the most improved employee overall very satisfied (top box response) rating with working in their contact center

      Highest Employee Satisfaction by Industry Awards

      Organization

      Award

      Arizona Public Service Energy
      Canadian Tire Financial Services – Sales and Service Financial
      VSP Vision Care Insurance
      BlueCross BlueShield of Vermont Health Care
      TELUS Sourcing Solutions Inc. Outsourcer

      Criteria

      Based on having the highest employee overall very satisfied (top box response) rating with working in their contact center for each specific industry

      Highest Work From Home Employee Satisfaction

      Organization

      Criteria

      Based on having the highest employee overall very satisfied (top box response) rating for work from home CSRs

      World Class Employee Satisfaction Awards

      Criteria

      Based on 50% or higher of employees rate their overall experience of working in the contact center as very satisfied (top box response) rating

      FCR Leadership Awards

      FCR Leader

      Organization

      Steve Akeley Blue Cross Blue Shield of Massachusetts
      Windy McClure Consumers Energy
      Kathy Rodine VSP Vision Care

      Criteria

      These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, CEO and Founder of SQM Group

      FCR Champion Awards

      FCR Champion

      Organization

      Elaine Caldwell CooperVision
      Nancy Earley Excellus BlueCross BlueShield
      Holly Abbott Millennium1 Solutions
      Ken Baur Security Health Plan

      Criteria

      These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, CEO and Founder of SQM Group

      2014 Contact Center Industry Award Winners

      SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of January 1, 2014 to December 31, 2014.

      For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

      In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

      SQM has more than 50 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2014. These prestigious contact center industry awards will be presented at our annual conference, held in Coeur d’Alene, Idaho, June 2 – 4, 2015.

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      Call Center of the Year Award

      Organization

      Criteria

      Criteria used for Call Center of the Year are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

       

      Best Performing (Small/Mid-Size) Call Center Award

      Organization

      • Best Performing (Small/Mid Size) Call Center Winner:
      • TELUS Sourcing Solutions Inc.
      •  
      • Best Performing (Small/Mid-Size) Call Center Award Finalists:
      • Alberta Blue Cross
      • BC Automobile Association (BCAA)

      Criteria

      Criteria used for Best Performing Small/Mid-Size Call Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

       

      Call Center World Class Certification

      Criteria

      Criteria used for Call Center World Class Certification are 80% or higher of the calls are at the world class level for 3 months or more. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative (CSR)

      Call Center FCR Best Practice Award Winners

      Category

      Organization

      • GOLD: 407 ETR
      • SILVER: Millennium1 Solutions
      • BRONZE: Blue Cross Blue Shield of Michigan
      • GOLD: Comcast Cable
      • SILVER: Nationstar Mortgage
      • BRONZE: Starwood Hotels & Resorts
      • GOLD: Sun Life Financial
      • SILVER: BlueCross and BlueShield of South Carolina
      • BRONZE: ENMAX, Inc.
      • GOLD: VSP Vision Care
      • SILVER: Blue Cross Blue Shield Massachusetts
      • BRONZE: Cogeco Cable
      • GOLD: Scotia iTRADE
      • SILVER: Regence BlueCross BlueShield
      • BRONZE: Canadian Tire Financial Services / Millennium1 Solutions
      • GOLD: MedSolutions
      • SILVER: Nationstar Mortgage
      • BRONZE: Scotiabank International (Mexico)
      • GOLD: Premera Blue Cross
      • SILVER: BlueCross and BlueShield of South Carolina / Canadian Tire Financial Services
      • BRONZE: Blue Cross Blue Shield of North Carolina

      Criteria

      These awards recognize the organization that has demonstrated they have improved or helped maintain high FCR and Csat performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance

      Vendor FCR Best Practice Award Winners

      Category

      Organization

      1. Quality Assurance Program Millennium1 Solutions
      2. Desktop Application(s) Oracle Corporation
      3. Call Handling Practice Genesys / Virtual Hold Technology
      4. Performance Management System CallMiner Inc.
      5. CSR Coaching Program Ulysses Learning
      6. CSR Training Program C3/ CustomerContactChannels
      7. CSR Hiring Process FurstPerson

      Criteria

      These awards recognize the vendor organization that has demonstrated they have improved or helped maintain high FCR and Csat performance for their clients. Vendors submit specific practices they have used to improve or maintain high FCR and Csat performance for their clients.

      CSR Finalists for CSR of the Year

      CSR Name

      Organization

      Jordana White 407 ETR
      Daniel Waterman BlueCross and BlueShield of South Carolina
      Eric Marks BlueCross and BlueShield of South Carolina
      Erika Worthy BlueCross and BlueShield of South Carolina
      Anden Drolet BlueCross BlueShield of Vermont
      *Candace Pischetola BlueCross BlueShield of Vermont
      Cindy Tilotson BlueCross BlueShield of Vermont
      Heather Young BlueCross BlueShield of Vermont
      Paula Miller CareFirst
      Patty Nauss Millennium1 Solutions
      Jerry Dormido Nationstar Mortgage
      Heather Sundheim Premera Blue Cross
      Leslie Wassmuth Regence BlueCross BlueShield
      Trisha Wells Regence BlueCross BlueShield
      Anna Gizicki Scotia iTRADE
      Melliza Beroy Scotia iTRADE
      Danielle Angus Scotiabank International (Jamaica)
      Erica Kelloway Sun Life Financial
      Genevieve Tees Sun Life Financial
      Kerri Schebesch Sun Life Financial
      Michelle Robinson Sun Life Financial
      Davor Ilic TELUS Sourcing Solutions Inc.
      Jennifer Ryan TELUS Sourcing Solutions Inc.
      Rachael Clarke TELUS Sourcing Solutions Inc.
      Kelly Durkee VSP Vision Care

      Criteria

      To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 80% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that the CSR delivered.

      CSR World Class Csat Improvement Winners

      CSR Name

      Organization

      Lori Guy-Robinson Blue Cross Blue Shield of Michigan
      Amy Duhamel BlueCross BlueShield of Vermont
      Peter O’Meara ICBC (Insurance Contact Centres)
      Abraham (Greg) Mucyo Nationstar Mortgage
      Lauren Balzer Sun Life Financial

      Criteria

      To be eligible, a customer representative must have improved their WCC (World Class Call) performance by 10% from the previous year. SQM’s WCC criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and very satisfied with the CSR. Call center management must also send an example of a great CSR Csat improvement story.

      Supervisor Finalists for Supervisor of the Year

      Supervisor Name

      Organization

      Janalee Willett BlueCross BlueShield of Vermont
      Dede Tobin Regence BlueCross BlueShield
      *Sue Fordyce Rogers
      Jefferian Thompson-Pratt Scotiabank International (Jamaica)
      Alexandrea Roopram Sun Life Financial
      Jennifer Riggle VSP Vision Care

      Criteria

      To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 80% or higher of the calls surveyed are at the world class call level, in which customers are overall very satisfied (top box response) with their call center experience, very satisfied with the person who handled their call and that the call was resolved . Call center management or CSRs must also send an example of a great Call Resolution or Csat coaching story.

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Contact Center Industry Awards

      Organization

      Award

      Criteria

      Scotiabank 1. Best Selling Customer Satisfaction 1. This award recognizes the call center with the highest Csat (top box response) rating for selling approach
      Scotiabank 2. Highest IVR Customer Satisfaction Self Serve 2. This award recognizes the call center with the highest overall Csat (top box response) rating for a self-serve IVR

      Highest Customer Service by Industry Awards

      Organization

      Award

      Scotiabank International (Jamaica) / Scotiabank International (Trinidad and Tobago) Banking
      Jackson Financial
      Canadian Tire Financial Services (CRCC) Credit Card
      VSP Vision Care Insurance
      Sun Life Financial Group Benefits Health Care
      Petro-Canada, a Suncor Energy Business Retail/Service
      ENMAX, Inc. Energy
      Cogeco Cable Telco/TV
      407 ETR Union
      CNH Industrial Parts & Service Helpdesk
      211 Ontario Government
      Jackson Business to Business

      Criteria

      Based on having the highest FCR for an organization in each specific industry/sector

      First Call Resolution Improvement Awards

      Criteria

      Based on a 5% or greater annual FCR improvement from the most recent study within the last two years

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Contact Center Industry Award

      Criteria

      Based on having the highest employee overall very satisfied (top box response) rating with working in their call center

      Highest Employee Satisfaction by Industry Awards

      Criteria

      Based on having the highest employee overall very satisfied (top box response) rating with working in their call center for each specific industry

      World Class Employee Satisfaction Awards

      Criteria

      Based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating

      FCR Leadership Awards

      FCR Leader Name

      Organization

      Dave Difelice Canadian Tire Financial Services
      Tom Band Millennium1 Solutions
      Joanne Walch Regence BlueCross BlueShield

      Criteria

      These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, President and Founder of SQM Group

      FCR Champion Awards

      FCR Champion Name

      Organization

      Emily Fair Blue Cross and Blue Shield of Vermont
      Mauricio Ramos Scotiabank International
      Laura Martin Scotia iTRADE

      Criteria

      These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, President and Founder of SQM Group

      2013 Contact Center Industry Award Winners

      SQM benchmarks over 450 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of January 1, 2013 to December 31, 2013.

      For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

      In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

      SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2013. These prestigious contact center industry awards will be presented at our annual conference, held in Washington, D.C., April 15th & 16th, 2014.

      call-center-awards

       


































































       

      Call Center of the Year Award Finalists

      Organization

      Criteria

      Criteria used for Call Center of the Year are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

      Call Center of the Year Finalists 2013 Group Photo

      Best Performing (Small/Mid Size) Call Center Award Winner

      Organization

      Criteria

      Criteria used for Best Performing Small/Mid Sized Call Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

      Best Performing (Small/Mid Size) Call Center Award Finalists 2013 Group Photo

      Call Center World Class Certification

      Criteria

      Criteria used for Call Center World Class Certification are 80% or higher of the calls are at the world class level for 3 months or more. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

      Best Practice Award Finalists

      Category

      Organization

      • BCBS South Carolina
      • DTE Energy
      • 407 ETR
      • Comcast Cable
      • TELUS Sourcing Solutions Inc.
      • University of California Davis Health System
      • 5. Call Handling Real-Time CSR Support Queue
      • Group Photo
      •  

      Criteria

      These awards recognize the organization that has demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance. Organizations submit specific practices they have used to improve or maintain high first call resolution (FCR) and customer satisfaction (Csat) performance.

      CSR Finalists for CSR of the Year

      CSR Name

      Organization

      Aidan Lyall Canadian Tire Financial Services
      Jo-Ann Topolinsky Canadian Tire Financial Services
      Joslyn Knight Cherr CareFirst
      Lynn Desouza Sun Life Financial
      Max Tardie BlueCross BlueShield of Vermont
      Pamela Cragin BlueCross BlueShield of South Carolina
      Rachael Clarke TELUS Sourcing Solutions Inc.
      Sarah Pollard BlueCross BlueShield of Vermont
      Susan Elkins VSP Vision Care
      *Tara Gray Sun Life Financial
      Wendy Cleversey Millennium1 Solutions (PC Bank)

      Criteria

      To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 80% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that the CSR delivered.


      * CSR of the Year Winner
      CSR of the Year Finalists Group Photo
      CSR of the Year Interview Video

      CSR Top 10 World Class Csat Improvement Winners

      CSR Name

      Organization

      Bikki Wong Rogers Business Care
      Bilal Coleman VSP Vision Care
      Kimberly Bloomfield VSP Vision Care
      Lucie Novotny Sun Life Financial
      Manuel Liriano Scotiabank International (Dominican Republic)
      Maya Mironova Rogers Business Care
      Mitchell Dronfield Sun Life Financial
      Sonia Macri Rogers Business Care
      Travis Kritsch Sun Life Financial
      Varleen Glennycia Rymer CareFirst

      Criteria

      To be eligible, a customer representative must have improved their WCC (World Class Call) performance by 10% from the previous year. SQM’s WCC criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box rating) with their contact center experience and very satisfied with the CSR. Contact center management must also send an example of a great CSR Csat improvement story

      CSR World Class Csat Improvement Winners Group Photo

      Supervisor Finalists for Supervisor of the Year

      Supervisor Name

      Organization

      Amyn Sumar ENMAX
      *Karen Lyons Highmark
      Marc Albert Sun Life Financial
      Patricia Nieusma BlueCross BlueShield of Vermont
      Shelly Limpach VSP Vision Care
      Wendy Chevrette Canadian Tire Financial Services

      Criteria

      To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 80% or higher of the calls surveyed are at the world class call level, in which customers are overall very satisfied (top box rating) with their contact center experience, very satisfied with the person who handled their call and that the call was resolved. Contact center management or CSRs must also send an example of a great Call Resolution or Csat coaching story


      * Supervisor of the Year Winner
      Supervisor of the Year Finalists Group Photo
      Supervisor of the Year Interview Video

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Contact Center Industry Awards

      Organization

      Award

      Criteria

      U.S. Bank – 24 Hour Banking 1. Best Selling Customer Satisfaction 1. This award recognizes the contact center with the highest customer satisfaction (top box rating) for selling approach
      TD Canada Trust 2. Highest IVR Customer Satisfaction for Self Serve 2. This award recognizes the contact center with the highest overall customer satisfaction (top box rating) for a self serve IVR
      Cogeco Cable (Quebec) 3. Highest IVR Navigation to the Right CSR 3. This award recognizes the contact center with the highest IVR navigation to the right CSR the first time

      Highest Customer Service by Industry Awards

      Organization

      Award

      TD Bank, America’s Most Convenient Bank Banking
      Jackson Financial
      Canadian Tire Financial Services (CRCC) Credit Card
      VSP Vision Care Insurance
      Blue Cross Blue Shield of Kansas (Tie) Health Care
      Regence Blue Shield of Washington (Tie) Health Care
      OfficeMax (Grand&Toy) Canada Retail/Service
      ENMAX, Inc. Energy
      Cogeco Cable Telco/TV (Consumer)
      Rogers Enterprise Service Delivery Telco/TV (B2B)
      Insurance Corporation of BC Union
      Case New Holland Helpdesk
      Region of Halton Government
      VSP Vision Care Business to Business

      Criteria

      Based on having the highest FCR for an organization in each specific industry/sector

      Highest Claims Experience Satisfaction Award

      Organization

      Criteria

      This award recognizes the call center with the highest customer satisfaction (top box rating) for claims experience

      First Call Resolution Improvement Awards

      Criteria

      Based on a 5% or greater annual FCR improvement from the most recent study within the last two years

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Call Center Industry Award

      Criteria

      Based on having the highest employee overall very satisfied (top box rating) with working in their call center

      Most Improved Employee Satisfaction

      Organization

      Criteria

      Based on having the most improved employee overall very satisfied (top box rating) with working in their call center

      Highest Employee Satisfaction by Industry Awards

      Organization

      Award

      Arizona Public Service Energy
      Canadian Tire Financial Services Financial
      BC Automobile Association (BCAA) Insurance
      Blue Shield of California Health Care
      TELUS Sourcing Solutions Inc. Outsourcer

      Criteria

      Based on having the highest employee overall very satisfied (top box response) rating with working in their call center for each specific industry

      Highest Work From Home Employee Satisfaction

      Organization

      Criteria

      Based on the highest employee overall very satisfied (top box response) for work from home CSRs

      World Class Employee Satisfaction Awards

      Criteria

      Based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating

      FCR Leadership Awards

      FCR Leader Name

      Organization

      Vicki Whichard BlueCross and BlueShield of South Carolina
      Mike Miller 407 ETR

      Criteria

      These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, President and Founder of SQM Group

      FCR Champion Awards

      FCR Champion Name

      Organization

      Bernie Victorelli Highmark PA
      Cheryl Case Florida Blue
      Austin Cobb Nationstar Mortgage

      Criteria

      These awards are judged by a panel of SQM Client Account Managers who work closely with our tracking clients on an ongoing basis. Final award determination made by Mike Desmarais, President and Founder of SQM Group

      2012 Contact Center Industry Award Winners

      SQM benchmarks over 450 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of October 1, 2011 to September 30, 2012.

      For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

      In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

      SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2012. These prestigious contact center industry awards were presented at our annual conference, held in Las Vegas, November 16th, 2012.

      call-center-awards






























































       

      Call Center of the Year Award Winner

      Organization

      Criteria

      Criteria used for Call Center of the Year are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

      Call Center of the Year Finalists 2012 Group Photo

      Best Performing (Small/Mid Size) Call Center Award Winner

      Organization

      Criteria

      Criteria used for Best Performing (Small/Mid Size) Call Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

      Best Performing (Small/Mid Size) Call Center Award Finalists 2012 Group Photo

      Call Center World Class Certification

      Criteria

      Criteria used for Call Center World Class Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2012. SQM’s world class criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

      CSR Finalists for CSR of the Year

      CSR Name

      Organization

      Aaron McCulloch TELUS Sourcing Solutions Inc.
      Alesandro Valenzuela Scotiabank International (Dominican Republic)
      Allan Bondi VSP Vision Care
      Angela Proulx Sun Life Financial
      Cherisse Wallace Scotiabank International (Trinidad and Tobago)
      Craig Shantz Sun Life Financial
      *Liza Mountford BlueCross BlueShield of Vermont
      Jordon Lowe TELUS Sourcing Solutions Inc.
      Richard Cloutier Rogers Enterprise Service Delivery
      Rokhaya Gueye Rogers Enterprise Service Assurance
      Tracy Hall Insurance Corporation of BC (Claims)

      Criteria

      To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that a CSR delivered


      * CSR of the Year Winner
      CSR of the Year Finalists Group Photo

      CSR Top 10 World Class Csat Improvement Winners

      CSR Name

      Organization

      Caitlin Van Der Maas Sun Life Financial
      Cherisse Wallace Scotiabank International (Trinidad and Tobago)
      Craig Shantz Sun Life Financial
      Dianne Campbell VSP Vision Care
      Kavita Sudan ENMAX Encompass, Inc.
      Kelly Dodds VSP Vision Care
      Liza Mountford BlueCross BlueShield of Vermont
      Rebecca Wolfe Sun Life Financial
      Terry Lyn Kelty BlueCross BlueShield of Vermont
      Walkyria Abelia VSP Vision Care

      Criteria

      To be eligible, a customer representative must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great CSR Csat improvement story

      CSR World Class Csat Improvement Winners Group Photo

      Supervisor Finalists for Supervisor of the Year

      Supervisor Name

      Organization

      Carla Principato 407 ETR
      Chantal Parent BlueCross BlueShield of Vermont
      Diana Bechtel Allegra Direct Communications
      Jessica Pinkans BlueCross BlueShield of Vermont
      *Kimi Miller VSP Vision Care
      Samantha Mahabir Rogers Commercial Service Delivery

      Criteria

      To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great CSR Csat coaching story


      * Supervisor of the Year Winner
      Supervisor of the Year Finalists Group Photo

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Call Center Industry Awards

      Organization

      Award

      Criteria

      U.S. Bank – 24 Hour Banking 1. Best Selling Customer Satisfaction 1. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
      TD Canada Trust / TD Bank, America’s Most Convenient Bank 2. Highest IVR Customer Satisfaction Self Serve 2. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
      HealthNow New York, Inc. 3. Highest IVR Navigation to the Right CSR 3. This award recognizes the call center with the highest IVR navigation to the right CSR the first time

      Highest Customer Service by Industry Awards

      Organization

      Award

      TD Canada Trust Banking
      Jackson Financial
      Amex Canada, Inc. Credit Card
      VSP Vision Care Insurance
      Blue Cross Blue Shield of Kansas Health Care
      Seton/Emedco Retail/Service
      FortisBC Energy
      Rogers Business Care Telecommunications/TV
      Insurance Corporation of BC Union
      Marriott Systems Support Center Helpdesk
      211 Ontario Government
      VSP Vision Care Business to Business

      Criteria

      Based on having the first call resolution rating for an organization in each specific industry/sector

      First Call Resolution Improvement Awards

      Criteria

      Based on a 5% or greater annual first call resolution improvement from the most recent study within the last two years

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Call Center Industry Award

      Criteria

      Based on having the highest employee overall very satisfied (top box response) rating with working in their call center

      Highest Employee Satisfaction by Industry Awards

      Criteria

      Based on having the highest employee overall very satisfied (top box response) rating with working in their call center for each specific industry

      Highest Word From Home Employee Satisfaction

      Organization

      Criteria

      Based on the highest employee overall very satisfied (top box response) for work from home CSRs

      World Class Employee Satisfaction Awards

      Criteria

      Based on 45% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating

      2011 Contact Center Industry Award Winners

      SQM benchmarks over 450 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of October 1, 2010 to September 30, 2011.

      For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

      In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

      SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2011. These prestigious contact center industry awards were presented at our annual conference, held in Toronto, November 17th, 2011.

      call-center-awards

       






















































       

      Call Center of the Year Award

      Organization

      Criteria

      Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating

      Call Center of the Year Finalists 2011 Group Photo

      Call Center World Class Call Certification

      Criteria

      Criteria used for Call Center World Class Call Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2011. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

      CSR Finalists for CSR of the Year

      CSR Name

      Organization

      Robert Salisbury Blue Cross of Idaho
      Barnney Sandoval Blue Cross Blue Shield of Vermont
      Sam Wong Brother Canada
      Blaise D’Mello LoyaltyOne
      Samina Rifat LoyaltyOne
      *Danny Sipchand Rogers Enterprise Service Delivery
      Gordon Ryan Scotiabank
      Mally Metlege Scotiabank
      Tricia Hann Scotiabank
      Valerie Dibowski Sun Life Financial
      Kim Ostry VSP Vision Care

      Criteria

      To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that a CSR delivered


      *CSR of the Year Winner
      *CSR of the Year Finalists Group Photo

       

      CSR Top 10 World Class Csat Improvement Finalists

      CSR Name

      Organization

      Daniel McMillan 407 ETR
      Anita Kaay Insurance Corporation of BC
      Nataly Batlle Scotiabank
      Blaine Young Sun Life Financial
      Larry Manecas Sun Life Financial
      Linda Marschall Sun Life Financial
      Nathan Delaquis Sun Life Financial
      Sandra Garrett Sun Life Financial
      Jennifer Seeley VSP Vision Care
      Kim Ostry VSP Vision Care

      Criteria

      To be eligible, a customer representative must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great CSR Csat improvement story

      CSR World Class Csat Improvement Finalists Group Photo

       

      Supervisor Finalists for Supervisor of the Year

      Supervisor Name

      Organization

      Donald Wynant Blue Shield of California
      Sandra Wilson Horizon Blue Cross Blue Shield of New Jersey
      Nancy Chia Insurance Corporation of BC
      Deborah Aiple Insurance Corporation of BC
      Albany Gamero LoyaltyOne
      *Lisa Jones Sun Life Financial

      Criteria

      To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great CSR Csat coaching story


      * Supervisor of the Year Winner
      Supervisor of the Year Finalists Group Photo

       

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Call Center Industry Awards

      Organization

      Award

      Criteria

      The Schwan Food Company 1. Best Selling Customer Satisfaction 1. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
      TD Canada Trust 2. Highest IVR Customer Satisfaction Self Serve 2. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
      Arizona Public Service 3. Highest IVR Navigation to the Right CSR 3. This award recognizes the call center with the highest IVR navigation to the right CSR the first time

      Highest Customer Satisfaction by Industry Awards

      Criteria

      Criteria used for highest customer satisfaction for each specific industry/sector are based on having the highest world class call rating for an organization

      FCR Improvement Awards

      Criteria

      Criteria are based on a 5% or greater annual FCR improvement from the most recent study within the last two years

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Call Center Industry Award

      Criteria

      Criteria used for highest employee satisfaction for the call center industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

      Highest Employee Satisfaction by Industry Awards

      Organization

      Award

      Canadian Tire Financial Services (CRCC) Banking
      Insurance Corporation of BC (Claims Division) Insurance
      Arizona Public Service Energy
      Telus Sourcing Solutions Outsourcer

      Criteria

      Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

      Most Improved Employee Satisfaction

      Criteria

      Criteria are based on highest Esat improvement from previous year

      World Class Employee Satisfaction Awards

      Criteria

      Criteria are based on 45% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating

      2010 Contact Center Industry Award Winners

      SQM benchmarks over 450 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of October 1, 2009 to September 30, 2010.

      For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

      In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

      SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2010. These prestigious contact center industry awards were presented at our annual conference, held in Toronto, November 17th & 18th, 2010.

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      Call Center of the Year Award

      Criteria

      Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating

      Call Center World Class Call Certification

      Criteria

      Criteria used for Call Center World Class Call Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2010. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

      CSR Finalists for CSR of the Year

      CSR Name

      Organization

      Catherine Ngo Ngom Davis + Henderson
      * Dalmar Godad Scotiabank
      Amanda Fitz BCBS of Michigan
      Sabeen Sheikh Scotiabank
      Ivan Jehangir Insurance Corporation of BC (Claims Division)
      Shant Demirjian Scotiabank
      Nazreen Abdulla LoyaltyOne – The Air Miles Group
      Christopher Ketel Rogers National Customer Care
      Wendy Mackay Scotiabank
      Tyler Brown Sun Life Financial
      Sherri Murphy VSP Vision Care

      Criteria

      To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that a CSR delivered


      * CSR of the Year Winner
      CSR of the Year Finalists Group Photo

      CSR Top 10 World Class Csat Improvement Finalists

      CSR Name

      Organization

      Lisa Bradley Insurance Corporation of BC (Claims Division)
      Tory Keks Insurance Corporation of BC (Claims Division)
      Shiva Ghazni Rogers National Customer Care
      Wendy Flores Rogers National Customer Care
      Melanie Burgess Sun Life Financial
      Sarah Côté Sun Life Financial
      Dianne Campbell VSP Vision Care
      Michelle Mosley VSP Vision Care
      Tamara Owens VSP Vision Care
      William McKechnie VSP Vision Care

      Criteria

      To be eligible, a customer representative must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great CSR Csat improvement story

      CSR World Class Csat Improvement Finalists Group Photo

      Supervisor Finalists for Supervisor of the Year

      Supervisor Name

      Organization

      Patricia Burnett Insurance Corporation of BC (DTVI)
      Jason Taylor Rogers Business Customer Care
      * Amy Kelly VSP Vision Care
      Vivianne Karaoghlanian Rogers Business Customer Care
      Lisa Elliott VSP Vision Care
      Michelle Geisel Sun Life Financial

      Criteria

      To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great CSR Csat coaching story


      * Supervisor of the Year Winner
      Supervisor of the Year Finalists Group Photo

      Supervisor Top 2 World Class Csat Improvement Finalists

      Supervisor Name

      Organization

      Ashutosh Anil Rogers Business Customer Care
      Collette Mingo Rogers National Customer Care

      Criteria

      To be eligible, a supervisor must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great supervisor Csat improvement story

      Supervisor World Class Csat Improvement Finalists Group Photo

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Call Center Industry Awards

      Organization

      Award

      Criteria

      U.S. Bank 1. Best Selling Customer Satisfaction 1. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
      TD Canada Trust 2. Highest IVR Customer Satisfaction Self Serve 2. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
      Grand & Toy 3. Highest IVR Navigation to the Right CSR 3. This award recognizes the call center with the highest IVR navigation to the right CSR the first time

      Highest Customer Satisfaction by Industry Awards

      Organization

      Award

      Scotiabank Banking
      Jackson National Life Insurance Financial
      Discover Financial Services (LLP) Credit Card
      VSP Vision Care Insurance
      Blue Cross and Blue Shield of Kansas Health Care
      OfficeMax / Grand & Toy (Tie) Retail/Service
      Arizona Public Service Energy
      Cogeco Telecommunications/TV
      Insurance Corporation of BC (Claims Division) Union
      Marriott Systems Support Center Helpdesk
      Region of Halton Government
      VSP Vision Care Business to Business

      Criteria

      Criteria used for highest customer satisfaction for each specific industry/sector are based on having the highest world class call rating for an organization

      FCR Improvement Awards

      Criteria

      Criteria are based on a 5% or greater annual FCR improvement from the most recent study within the last two years

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Call Center Industry Award

      Criteria

      Criteria used for highest employee satisfaction for the call center industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

      Highest Employee Satisfaction by Industry Awards

      Organization

      Award

      Scotiabank Banking
      VSP Vision Care Insurance
      Arizona Public Service Energy

      Criteria

      Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

      Most Improved Employee Satisfaction

      Organization

      Criteria

      Criteria is based on highest Esat improvement from previous year

      World Class Employee Satisfaction Awards

      Criteria

      Criteria are based on 50% or higher of employees who rate their overall experience of working in the call center as very satisfied (top box response) rating

      2009 Contact Center Industry Award Winners

      SQM benchmarks over 400 leading international contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys annually with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM conducts business in 9 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica and Mexico. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of October 1, 2008 to September 30, 2009.

      For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

      In addition, for each contact center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the contact center had less than 100 CSRs, 90% of the CSR workforce completed surveys. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

      SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2009. These prestigious contact center industry awards were presented at our annual conference, held in Toronto, November 18th & 19th, 2009.

      call-center-awards










































       

      Call Center of the Year Award

      Criteria

      Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating

      Call Center World Class Call Certification

      Criteria

      Criteria used for Call Center World Class Call Certification are 70% or higher of the calls are at the world class level for 6 months or more in 2009. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

      CSR Finalists for CSR of the Year

      CSR Name

      Organization

      *Valerie Gervais Rogers
      Shalini Sivananthan Scotiabank
      Ron Boranprasit Rogers
      Lisa Meredith VSP
      Wayne Carter Rogers
      Ashley Hanlon Sun Life Financial
      Lauren Brown Sun Life Financial
      Carlee Portolesi Scotiabank
      Christina Hall LoyaltyOne – The Airmiles Group
      Freda Lockhart Blue Cross & Blue Shield of North Carolina
      Laura Antle Rogers

      Criteria

      To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 70% or higher of the calls surveyed are at the world class call level. Call Center Management must send an example of great customer service story that a CSR delivered.


      * CSR of the Year Winner
      CSR of the Year Finalists Group Photo

      Supervisor Finalists for Supervisor of the Year

      Supervisor Name

      Organization

      *Lisa Jones Sun Life Financial
      Jeff Weber Sun Life Financial
      Lucy Isherwood Rogers
      Susan Fordyce Rogers
      Michelle Medeiros LoyaltyOne – The Airmiles Group
      Maria Heighington LoyaltyOne – The Airmiles Group

      Criteria

      To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 70% or higher of the calls surveyed are at the world class call level. Call Center Management must also send one or two examples of great Csat CSR Coaching stories.


      * Supervisor of the Year Winner
      Supervisor of the Year Finalists Group Photo

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Call Center Industry Awards

      Organization

      Award

      Criteria

      Citi Retail Services – Credit Operation (AZ) 1. Highest Customer Satisfaction 1.This award recognizes the call center with the highest world class call rating
      U.S. Bank 2. Best Selling Customer Satisfaction 2. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
      TD Canada Trust 3. Highest IVR Customer Satisfaction Self Serve 3. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
      ATCO I-Tek 4. Highest IVR Navigation to the Right CSR 4. This award recognizes the call center with the highest IVR navigation to the right CSR the first time

      Highest Customer Satisfaction by Industry Awards

      Organization

      Award

      TD Canada Trust Banking
      Jackson National Life Insurance Financial
      VSP Vision Care Insurance
      Blue Cross & Blue Shield of Kansas Health Care
      OfficeMax Retail/Service
      Arizona Public Service Energy
      Rogers Business Support Group Telecommunications/TV
      Insurance Corporation of BC (Claims Division) Union
      Marriott Systems Support Center Helpdesk
      211 Ontario (Tie) & Region of Halton (Tie) Government

      Criteria

      Criteria used for highest customer satisfaction for each specific industry/sector are based on having the highest world class call rating for an organization

      FCR Improvement Awards

      Organization

      Criteria

      Criteria are based on a 6% or greater annual FCR improvement from the most recent study within the last two years

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Call Center Industry Award

      Criteria

      Criteria used for highest employee satisfaction for the call center industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

      Highest Employee Satisfaction by Industry Awards

      Organization

      Award

      Scotiabank Banking
      VSP Vision Care Insurance
      Arizona Public Service Energy

      Criteria

      Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

      Most Improved Employee Satisfaction

      Criteria

      Criteria is based on highest Esat improvement from previous year

      World Class Employee Satisfaction Awards

      Criteria

      Criteria is based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating.

      2008 Contact Center Industry Award Winners

      SQM benchmarks over 350 leading international contact centers on an annual basis and has been conducting first call resolution (FCR)/Customer Satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts over 1 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys yearly with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM does business in 9 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, Dominican Republic and Jamaica.

      Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM benchmarked 352 contact centers for the period of October 1, 2007 to September 30, 2008.

      For each contact center, SQM surveyed 200 – 400 customers within 1-3 days of their call to the contact center to understand their satisfaction with their service experience. In addition, for each contact center that participated in the employee benchmarking study, SQM surveyed 50 – 300 employees who work in their contact center to understand their satisfaction with working in their contact center. SQM has 34 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2008.

      These prestigious contact center industry awards were presented at our annual conference, held in Toronto, November 18 – 20, 2008.

      call-center-awards

       






































































       

      Call Center of the Year Award

      Organization

      Criteria

      Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating for SQM’s 2008 Call Center Benchmarking Study

      Call Center World Class Call Certification

      Criteria

      Criteria used for Call Center World Class Call Certification is 50% or higher of the calls are at the world class level for 6 months or more in 2008. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and also is very satisfied with 5 key customer service metrics

      CSR Finalists for CSR of the Year

      CSR Name

      Organization

      LaToya Simpson AIR MILES Reward Program
      Lorraine Tomaino AIR MILES Reward Program
      Tahira Shahab AIR MILES Reward Program
      Suzanne Laurin Canadian Tire Financial Services
      Pedro Garcia Keystone Mercy Health Plan
      Arpitha D’Souza Rogers
      Silvana Padulo Rogers
      *Derek Tutton Sun Life Financial Group
      Debbie Bender Sun Life Financial Group Benefits
      Karina Fleming VSP Vision Care
      Mike Jones VSP Vision Care

      Criteria

      To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 50% or higher of the calls surveyed are at the world class call level. Call Center Management must also send an example of great customer service that a CSR delivered.

      * CSR of the Year Winner

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Call Center Industry Awards

      Organization

      Award

      LifeScan Highest Customer Satisfaction
      LifeScan / The Schwan Food Company (Tie) Highest First Call Resolution
      The Schwan Food Company Best Selling Customer Satisfaction
      CIBC Highest IVR Customer Satisfaction Self Serve
      Kohl’s Highest IVR Customer Satisfaction Navigation

      Criteria

      Criteria used for highest customer satisfaction are based on having the highest customer overall very satisfied (top box response) rating for the call center industry.

      Highest Customer Satisfaction by Industry Awards

      Criteria

      Criteria used for highest customer satisfaction are based on having the highest customer overall very satisfied (top box response) rating for their specific industry.

      FCR Improvement Awards

      Criteria

      Criteria is based on an 7% or greater FCR improvement.

      World Class Customer Satisfaction Awards

      Criteria

      Criteria is based on 80% or higher of call center customers rate their overall experience as very satisfied (top box response) rating.

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Call Center Industry Award

      Organization

      Criteria

      Criteria is based on having the highest number of employees rate their overall experience as very satisfied (top box response) rating for working in their call center for the call center industry.

      Highest Employee Satisfaction by Industry Awards

      Organization

      Award

      Scotiabank Banking
      VSP Vision Care Insurance
      Arizona Public Service Energy

      Criteria

      Criteria used for highest employee satisfaction are based on having the highest employee overall very satisfied (top box response) rating for working in their call center for their specific industry.

      World Class Employee Satisfaction Awards

      Criteria

      Criteria is based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating.

      2007 Contact Center Industry Award Winners

      SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. SQM benchmarked over 300 contact centers for the period of October 1, 2006 – September 30, 2007. In each contact center, SQM surveyed 200 – 400 customers within 1-3 days of their call to the contact center to understand their satisfaction with their service experience. In addition, for each contact center that participated in the employee benchmarking study, SQM surveyed 50 – 300 employees who work in their contact center to understand their satisfaction working in their contact center. Based on the contact centers benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2007.

      These prestigious industry awards were held at our Annual Summit, held in Toronto, November 28 – 30, 2007.

      Click on the photo icons below to view the pictures.

      call-center-awards












































       

      Call Center of the Year Award

      Organization

      Criteria

      Highest Combined Customer and Employee Satisfaction.

      Call Center World Class Call Certification

      Criteria

      Performed at the world class call customer satisfaction and call resolution level for 6 months or more.

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Call Center Industry Awards

      Organization

      Award

      Davis + Henderson Highest Call Center Industry Customer Satisfaction
      Davis + Henderson Highest First Call Resolution (FCR)
      The Schwan Food Company Best Selling Customer Satisfaction
      CIBC Highest IVR Customer Satisfaction

      Highest Customer Satisfaction by Industry Awards

      Organization

      Award

      Scotiabank Banking
      Jackson National Life Insurance Financial
      VSP Vision Care (East & West) Insurance
      Blue Cross & Blue Shield of Kansas Health Care
      Davis + Henderson Retail/Service
      ATCO I-Tek / Sierra Pacific Resources (Tie) Energy
      Cogeco Telecommunications/TV
      Purolator Courier (Moncton) Union
      Marriott Systems Support Center Helpdesk
      Region of Halton Government

      FCR/Csat Improvement Awards

      Criteria

      Criteria is defined as an improvement in FCR and or Csat greater than 8%.

      World Class Customer Satisfaction Awards

      Criteria

      Criteria is defined as an achievement of 80% or higher of call center customers rating their experience as very satisfied (top box response).

      Employee Satisfaction Awards

      Highest Employee Satisfaction for the Call Center Industry Award

      Criteria

      Highest Call Center Industry Employee Satisfaction.

      Highest Employee Satisfaction by Industry Awards

      Organization

      Award

      Scotiabank Banking
      Canadian Tire Financial Services Financial
      VSP Vision Care Insurance

      Criteria

      Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center.

      World Class Employee Satisfaction Awards

      Criteria

      Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response).

      2006 Contact Center Industry Award Winners

      SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. SQM benchmarked over 260 contact centers for the period of October 1, 2005 – October 27, 2006. In each contact center, SQM surveyed 200 – 400 customers within 1-3 days of their call to the contact center to understand their satisfaction with their service experience. In addition, for each contact center that participated in the employee benchmarking study, SQM surveyed 50 – 300 employees who work in their contact center to understand their satisfaction working in their contact center. Based on the contact centers benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2006.

      These prestigious industry awards were held at our Annual Summit, held in Toronto, November 29, 30 and December 1, 2006.

      Click on the photo icons below to view the pictures.

      call-center-awards









































       

      Contact Center of the Year Award

      Criteria

      Highest Combined Customer and Employee Satisfaction.

      Contact Center World Class Call Certification

      Criteria

      Performed at the world class call customer satisfaction and call resolution level for 6 months or more.

      Customer Satisfaction & First Call Resolution Awards

      Highest Customer Satisfaction for the Contact Center Industry Awards

      Organization

      Award

      LifeScan Highest Call Center Industry Customer Satisfaction
      Purolator Courier Highest First Call Resolution (FCR)
      Marriott International Most Improved First Call Resolution
      The Schwan Food Company Best Selling Customer Satisfaction
      CIBC Highest IVR Customer Satisfaction
      ClientLogic (Tie) Best Outsourcer Customer Satisfaction
      OLS (Tie)

      Highest Customer Satisfaction by Industry Awards

      Organization

      Award

      TD Canada Trust Banking
      Jackson National Life Insurance Financial
      Vision Service Plan Insurance
      Blue Cross & Blue Shield Massachusetts Health Care
      The HON Company Retail
      ATCO I-Tek Energy
      Star Choice Telecommunications/TV
      Purolator Courier Union
      Marriott International Helpdesk
      Region of Halton Government

      FCR Improvement Awards

      Criteria

      Criteria is defined as an improvement in FCR greater than 10%.

      World Class Customer Satisfaction Awards

      Criteria

      Criteria is defined as an achievement of 80% or higher of call center customers rating their experience as very satisfied (top box response).

      Employee Satisfaction Awards


      Highest Employee Satisfaction for the Call Center Industry Award

      Criteria

      Highest Call Center Industry Employee Satisfaction.

      Highest Employee Satisfaction by Industry Awards

      Organization

      Award

      Scotiabank Banking
      Canadian Tire Financial Services Financial
      Vision Service Plan Insurance

      Criteria

      Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center.

      World Class Employee Satisfaction Awards

      Criteria

      Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response).