contact center awards, awards program, call center awards, sqm awards
Conference & Awards Video


  • American Express
  • Arizona Public Service
  • Blue Cross Blue Shield
  • Canadian Tire
  • Capital One
  • CIBC
  • Citi
  • Discover
  • Fedex
  • Fido
  • GMAC Mortgage
  • ICBC
  • Jackson National Life
  • Marriott
  • MBNA
  • Purolator
  • Rogers
  • Scotiabank
  • Sears
  • TD Canada Trust
  • UPS
  • U.S. Bank
  • VSP Vision Care
  • Whirlpool

About SQM’s Awards


SQM’s Contact Center Customer Experience (CX), Employee Experience (EX), and CX Best Practice Awards are the most prestigious and sought after North American contact center industry awards. What makes SQM’s awards unique is that they are based on customers who have used a contact center, and/or employees who work in a contact center. On an annual basis, SQM conducts over 1.5 million surveys with customers who have used a contact center and over 25,000 surveys with employees who work in contact centers. In addition, SQM recognizes contact centers that have demonstrated CX Best Practices for the following categories: Omni-Channel, Website (Self-Service), IVR (Self-Service), Email Channel, Emerging Channels (e.g., Chat, Video Chat, Mobile Application), Quality Assurance Program, Desktop Application(s), Recognition Program, Career Development, Call Handling Practice, Escalation CSR Support, Performance Management System, CSR Coaching, CSR Training Program and CSR Selection Process, Standard Operating Procedures, and Continuous Improvement Process. SQM has been awarding organizations for their CX and EX results, as well as Best Practice performance since 1996.

SQM Awards

Customer Experience (CX) Awards

  1. Contact Center of the Year Award and Top 2 Finalists
  2. Best Performing (Small/Mid-Size) Contact Center Award and Top 2 Finalists
  3. Contact Center World Class CX Certification
  4. Customer Representative World Class CX Certification
  5. Supervisor World Class CX Certification
  6. CSR of the Year and Top 24 Finalists
  7. Supervisor of the Year and Top 5 Finalists
  8. FCR Improvement Awards
  9. Customer Representative Top 5 World Class CX Improvement
  10. Supervisor Top 5 World Class CX Improvement
  11. Highest Telecom/TV CX
  12. Highest Credit Card CX
  13. Highest Financial CX
  14. Highest Banking CX
  15. Highest Energy CX
  16. Highest Retail/Branch CX
  17. Highest Health Care CX
  18. Highest Government CX
  19. Highest Helpdesk CX
  20. Highest B2B CX
  21. Highest IVR CX
  22. Highest Website CX
  23. Highest Email CX
  24. Highest Call Escalation CX
  25. Highest Omni-Channel CX
  26. Highest Enterprise-Wide One Contact Resolution CX
  27. Highest Claim Interaction CX
  28. Highest Enterprise-Wide Overall CX

Employee Experience (EX) Awards

  1. Highest Contact Center Industry EX
  2. Most Improved EX
  3. Highest Telecom/TV Satisfaction EX
  4. Highest Financial Satisfaction EX
  5. Highest Energy Satisfaction EX
  6. Highest Health Care Satisfaction EX
  7. Highest Outsourcer Satisfaction EX
  8. World Class EX
  9. Highest Work from Home EX
  10. Customer Experience Leadership

Best Practice Awards

  1. Omni-Channel
  2. Web (Self-Service) Channel
  3. IVR (Self-Service) Channel
  4. Email Channel
  5. Emerging Channels (e.g., Chat, Video Chat, Mobile Application)
  6. Quality Assurance Program
  7. Desktop Applications
  8. CSR Recognition Program
  9. Career Development
  10. Call Handling Practice
  11. Escalation CSR Support
  12. Performance Management System
  13. CSR Coaching Program
  14. CSR Training Program
  15. CSR Selection Process
  16. Standard Operating Procedures
  17. Continuous Improvement Process

Customer Experience Awards

Award Name

1. Contact Center of the Year Award and Top 2 Finalists

Definition

The Contact Center of the Year award recognizes the organization with the highest combined customer experience (CX) and employee experience (EX) ratings. CX measurement is based on the FCR metric and EX measurement is based on employee satisfaction (top box) rating.

The top 2 finalists are also based on the highest combined CX and EX ratings.

The top 2 finalists receive an SQM plaque and the Contact Center of the Year winner receives an SQM gold trophy.

How it is Judged

FCR is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects the organization’s actual call type volume.

EX is judged using a minimum sample size of 100 employee online surveys taken from a random selection of CSR employees.

(To be eligible for this award an organization must have at least 200 CSR employees).

Award Name

2. Best Performing (Small/Mid-Size) Contact Center Award and Top 2 Finalists

Definition

The Best Performing (Small/Mid-Size) Contact Center award recognizes the organization with the highest combined customer experience (CX) and employee experience (EX) ratings. CX measurement is based on the FCR metric and EX measurement is based on employee satisfaction (top box) rating.

The top 2 finalists are also based on the highest combined FCR and EX ratings.

The top 2 finalists receive an SQM plaque and the Best Performing (Small/Mid-Size) Contact Center winner receives an SQM gold trophy.

How it is Judged

FCR is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects the organization’s actual call type volume.

Employee satisfaction is judged using a minimum sample size of 50% of employees using online surveys taken from a random selection of CSR employees.

(To be eligible for this award an organization must have between 50 to 200 CSR employees).

Award Name

3. Contact Center World Class CX Certification

Definition

Contact Center World Class CX Certification is based on 80% of customers getting their call resolved on the first call (FCR). The organization will receive an SQM gold trophy.

How it is Judged

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

A minimum sample size of 800 customer live telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.

Certification can be done at an individual site level, or on all sites, or both.


Award Name

4. Customer Representative World Class CX Certification

Definition

Customer Representative World Class CX Certification is based on 85% of customers being overall very satisfied (top box response) with the CSR who handled their call and their call was resolved. World Class CX Certified CSRs will receive an SQM Certificate to display on their desk.

How it is Judged

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

A minimum sample size of 25 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.


Award Name

5. Supervisor World Class CX Certification

Definition

Supervisor World Class CX Certification is based on 85% of customers being overall very satisfied (top box response) with the CSR who handled their call and their call was resolved. World Class CX Certified Supervisors will receive an SQM Certificate to display on their desk.

How it is Judged

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

A minimum sample size of 200 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.


Award Name

6. Customer Representative of the Year and Top 24 Finalists

Definition

To be eligible a CSR must be world class CX certified (see the definition for award #4). CSR of the Year will receive a world class CX medallion, pin tube award, a trophy award to display on their desk, and $1,000 cash! CSR top 24 finalists will receive a world class CX medallion, pin tube award, and a plaque award to display on their desk. Also, the top 2 CSR finalists will be recognized with a larger plaque award.

How it is Judged

Organizations can submit an unlimited number of nominations for the CSR of the Year award and top 24 finalist awards as long as the CSR is certified as a world class CX performer.

The CSR nominee submissions must be based on a customer experience story, should be chosen by senior management, and then submitted to SQM.

The customer experience stories are the basis on which the SQM management team will judge the CSR of the Year and top 24 finalists.

All customer representative finalists will be announced before the SQM conference. CSR of the Year will be announced at the SQM Contact Center Industry CX Conference.


Award Name

7. Supervisor of the Year and Top 5 Finalists

Definition

To be eligible a supervisor must be world class CX certified (see the definition for award #5). Supervisor of the Year will receive a world class medallion, pin tube award, and a trophy award to display on their desk, and $1,000 cash! Supervisor top 5 finalists will receive a world class medallion, pin tube award, and a plaque award to display on their desk.

How it is Judged

Organizations can submit an unlimited number of nominations for the Supervisor of the Year award and top 5 finalist awards as long as the supervisor is certified as a CX world class performer.

The supervisor nominee submissions must be based on a customer experience story from their CSRs on how the supervisor helped them improve their call resolution or Csat performance, and then submitted to SQM.

The customer experience stories are the basis on which the SQM management team will judge the Supervisor of the Year and top 5 finalists.

All supervisor finalists will be announced before the SQM conference. Supervisor of the Year will be announced at the SQM Contact Center CX Conference & Industry Awards Gala.



Award Name

8. First Call Resolution Improvement Award

Definition

This award recognizes organizations that have a 5% or greater annual 2017 FCR improvement from the previous year. Each FCR improvement award winner will receive an SQM gold trophy.

How it is Judged

First call resolution is judged using a minimum sample size of 400 customer telephone surveys taken from a random selection of calls that reflects your actual call type volume.

This award is based on the organization’s 2017 annual FCR rating compared to their 2016 annual FCR rating.

Award Name

9. Customer Representative Top 5 World Class CX Improvement

Definition

Top 5 customer representatives that have a 10% or greater annual world class CX metric improvement from the previous year receive a world class medallion, pin tube award, and a plaque award acknowledging their accomplishment.

How it is Judged

SQM’s world class CX criteria are based on the definition section for award #4, Customer Representative World Class CX Certification.

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

The CSR nominee submissions must be based on a CSR CX improvement story, should be chosen by senior management, and then submitted to SQM.

The CSR CX improvement stories are the basis on which the SQM management team will judge the CSR World Class CX Improvement finalists.

A minimum sample size of 25 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume for both the current and past year.


Award Name

10. Supervisor Top 5 World Class CX Improvement

Definition

Top 5 supervisors that have a 5% or greater annual world class CX metric improvement from the previous year receive a world class medallion, and a plaque award acknowledging their accomplishment.

How it is Judged

SQM’s world class criteria are based on the definition section for award #5, Supervisor World Class CX Certification.

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

The supervisor nominee submission to SQM must be based on CX improvement stories from their CSRs on how the supervisor helped them improve their call resolution or Csat performance and then submitted to SQM.

The supervisor CX improvement stories are the basis on which the SQM management team will judge the Supervisor World Class CX Improvement finalists.

A minimum sample size of 200 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume for both the current and past year.

Award Name

11 – 20. Highest Specific Industry/Sector Contact Center CX Award

Definition

This award recognizes the organization with the highest contact center CX rating for each specific industry/sector (i.e., telecom/TV [consumer and business], credit card, financial, banking, energy, retail/branch, health care, government, helpdesk, and B2B). CX is based on having the highest FCR rating for a specific industry/sector. Award winners receive an SQM gold trophy.

How it is Judged

CX is based on having the highest FCR rating.

A minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects your actual call type volume.

Award Name

21. Highest IVR CX Award

Definition

This award recognizes the organization’s contact center with the highest CX for the IVR contact channel. Award winner receives an SQM gold trophy.

How it is Judged

CX is based on having the highest customer satisfaction (top box) rating.
A minimum sample size of 400 customer telephone surveys taken from a random selection of customers who used your IVR.

Award Name

22. Highest Website CX Award

Definition

This award recognizes the organization with the highest CX for the website contact channel. Award winner receives an SQM gold trophy.

How it is Judged

CX is based on having the highest customer satisfaction (top box) rating.

A minimum sample size of 400 customer telephone surveys taken from a random selection of customers who used your website.

Award Name

23. Highest Email CX Award

Definition

This award recognizes the organization’s contact center with the highest CX for the email contact channel. Award winner receives an SQM gold trophy.

How it is Judged

CX is based on having the highest customer satisfaction (top box) rating.

A minimum sample size of 400 customer telephone surveys taken from a random selection of customers who used your email contact channel.

Award Name

24. Highest Call Escalation CX Award

Definition

This award recognizes the organization’s contact center with the highest CX for escalation calls. Award winner receives an SQM gold trophy.

How it is Judged

CX is based on having the highest customer satisfaction (top box) rating.

A minimum sample size of 400 customer telephone surveys taken from a random selection of customers who used your call escalation queue.

Award Name

25. Highest Omni-Channel CX Award

Definition

This award recognizes the organization with the highest Omni-Channel CX. Award winner receives an SQM gold trophy.

How it is Judged

CX is based on overall customer satisfaction experience (top box) rating. Customer satisfaction is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of customers who used 2 or more contact channels to resolve their inquiry or problem.

Award Name

26. Highest Enterprise-Wide One Contact Resolution CX Award

Definition

This award recognizes the organization with the highest enterprise-wide one contact resolution. Enterprise-wide one contact resolution is the percentage of customers who resolved their inquiry or problem on their first contact using only one contact channel across all contact channels. Award winner receives an SQM gold trophy.

How it is Judged

Enterprise-wide one contact resolution is judged using a minimum sample size of 800 customer live telephone surveys (where 400 of the surveys are for the call center contact channel and 400 of the surveys are for the website contact channel) taken from a random selection of customers that reflects the organization’s actual contact type volume.

To be eligible for this award, an organization must operate at least two contact channels, one being the call center and one being the website.

Award Name

27. Highest Claim Interaction CX Award

Definition

This award recognizes the organization with the highest claim interaction CX. Award winner receives an SQM gold trophy.

How it is Judged

CX is based on having the highest enterprise-wide customer satisfaction (top box) rating for claim interactions. A minimum sample size of 400 customer telephone surveys from a random selection of organization customers is required.

Award Name

28. Highest Enterprise-Wide Overall CX Award

Definition

This award recognizes the organization with the highest enterprise-wide overall CX. Award winner receives an SQM gold trophy.

How it is Judged

CX is based on having the highest enterprise-wide overall customer satisfaction (top box) rating. A minimum sample size of 400 customer telephone surveys from a random selection of organization customers is required.

Employee Experience Awards

Award Name

29. Highest Call Center Industry EX Award

Definition

This award recognizes the organization with the highest overall employee experience (EX). Award winners receive an SQM gold trophy.

How it is Judged

EX is based on having the highest employee satisfaction (top box response) rating. A minimum sample size of 100 employee online surveys taken from a random selection of CSR employees.

(To be eligible for this award an organization must have at least 100 CSR employees.)


Award Name

30. Most Improved EX Award

Definition

This award recognizes the organization with the most improved overall employee experience (EX). Award winners receive an SQM plaque.

How it is Judged

EX is based on the organization’s 2017 overall employee satisfaction (top box response) rating compared to their 2016 overall employee satisfaction (top box response) rating. A minimum sample size of 100 employee online surveys, or 90% of employees if less than 100 employees at the organization, taken from a random selection of CSR employees.

Award Name

31 – 35. Highest Specific Industry/Outsourcer EX Award

Definition

This award recognizes the organization with the highest overall employee experience (EX) for each specific industry/sector (i.e., telecom, financial, energy, health care, and outsourcer). Award winners receive an SQM plaque.

How it is Judged

EX is based on having the highest employee satisfaction (top box response) rating. A minimum sample size of 100 employee online surveys, or 90% of employees if less than 100 employees at the organization, taken from a random selection of CSR employees.

Award Name

36. World Class EX Award

Definition

The World Class Employee Experience (EX) Award is based on 50% or more of CSR surveys being a “world class EX” survey. Award winners receive an SQM plaque.

How it is Judged

EX is based on CSRs being overall very satisfied (top box response) with working at the contact center.

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

Award Name

37. Highest Work from Home EX

Definition

This award recognizes the organization with the highest work from home overall employee experience (EX). Award winners receive an SQM plaque.

How it is Judged

EX is based on having the highest employee satisfaction (top box response) rating. A minimum sample size of 100 employee online surveys, or 90% of employees if less than 100 employees at the organization, taken from a random selection of CSR employees.

Award Name

38. Customer Experience Leadership Award

Definition

The CX Leader “walks-the-talk” of being customer centric by demonstrating leadership using an Outside-In CX operating practice. The essence of the Outside-In CX operating practice is based on the customer perspective. Customer feedback is used for designing people, process, and technology practices to meet the customer’s needs. The CX Leader shares CX goals, prioritizes CX initiatives, and demonstrates a personal passion for delivering a positive CX. In addition, the CX Leader provides the resources for the CX focus to occur in the organization, creates CX performance accountability, motivates employees to provide a positive CX, and is the driving force for improving CX.

How it is Judged

This award is judged by a panel of SQM senior management who work closely with our clients. Final award determination is made by Mike Desmarais, Founder and CEO of SQM Group.

CX Best Practice Awards


CX Best Practice Awards

39 – 55. CX Best Practice Awards

  • Omni-Channel
  • Web Self-Service Channel
  • IVR Self-Service Channel
  • Email Channel
  • Emerging Channels (Chat, Video Chat, Mobile Application)
  • Quality Assurance Program
  • Desktop Applications
  • CSR Recognition Program
  • Career Advancement
  • Call Handling Practice
  • Escalation CSR Support
  • Performance Management System
  • CSR Coaching Program
  • CSR Training Program
  • CSR Hiring Process
  • Standard Operating Procedures
  • Continuous Improvement Process

Definition

These awards recognize the organization that has demonstrated they have improved or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

For each CX Best Practice category, SQM will recognize one organization.

How it is Judged

Organizations applying for a best practice award must submit specific practices they have used to improve or maintain high first call resolution (FCR) and customer satisfaction (Csat) performance.

FCR can be determined by the customer or the organization and Csat must be determined by the customer themselves.

For both FCR and Csat, please provide ratings information for the previous year and current year including sample sizes and method of measurement. Please provide details that show the link between your FCR/Csat performance and your specific practices used to improve or maintain high FCR/Csat performance.

For each category, submissions should be no longer than 5 pages in length using SQM’s online application form.

SQM will use a panel of 6 subject matter experts to examine each submission to determine the finalists and award winner for each category. Click Here for more details

Application Details for CX Best Practice Categories:

  • The nomination process requires a CX best practice (e.g., people, process, and technology) story submission
  • Provide specific data information such as FCR, Csat, operational savings and/or revenue that can be specifically linked to the CX Best Practice success
  • SQM clients and non-SQM clients are eligible to apply for CX Best Practice Awards
  • Organizations can submit best practices for any, or all categories
  • Past winners can resubmit applications for any best practice category
  • For each category, the winning organization will receive a trophy award, and SQM will publicize your success
  • Deadline for submission(s) is November 30, 2017 and winners will be announced on February 15, 2018
  • The submission process could potentially include a phone interview or an onsite visit with SQM subject matter experts
  • If an onsite visit is required, we ask the organization to demonstrate the reasons why they believe they have a CX Best Practice
  • CX Best practice winners must have at least one person from their organization attend SQM’s CX Conference Awards Dinner Gala

Awards Participation and Eligibility

For 2018 CX or EX awards, the organization must participate in an SQM benchmarking study and/or tracking program in 2017. Award recipients will be announced March 2018.

Both SQM clients and non-SQM clients are eligible for Best Practice Awards. The deadline for CX Best Practice Award submissions is November 30, 2017. CX Best Practice Awards will be announced February 15, 2018.

SQM CX Conference and Industry Awards

SQM’s 19th Annual Customer Experience Conference and Industry Awards will be held May 22nd – 24th at Sparkling Hill Resort, Vernon, B.C., in which we will:

  • Provide all participants the opportunity to learn CX best practices from award winning organizations
  • Recognize the winners of SQM’s Industry Awards
  • Provide CX research and CX best practices based on world class =CX performers

 

CX Benchmarking Study

Many contact centers interested in a SQM CX Award have SQM conduct a CX contact center benchmarking study to evaluate their CX. Specifically, SQM’s CX benchmarking study will provide the following:

  • Benchmarking comparison to over 500 leading North American contact centers
  • Benchmarking comparison to peer group, contact center industry, and world class contact centers
  • High level and detailed CX, OCR, FCR, and Csat ratings
  • Net Promoter Score and Net Retention Index
  • Amount of revenue the contact center protected and lost
  • Unresolved contacts’ impact on operating costs
  • Top 5 repeat contact reasons and their improvement opportunity for financial savings
  • Targeted opportunities for reducing repeat contacts
  • Best practices for reducing repeat contacts
  • Entry into SQM’s CX Excellence Awards Program

The 5 Benefits of Winning an SQM Contact Center CX Award:

  1. Recognition/Respect – SQM’s Contact Center CX Excellence Awards and Best Practices Awards are the most prestigious and sought after North American contact center service quality awards. When you win an SQM CX award, you gain recognition and earn respect from industry peers, from within your organization, employees who work in your contact center, and, most importantly, the customers who contacted your contact center.
  2. Build Trust – An SQM CX award offers a significant opportunity to gain a credible third-party endorsement of your brand and build trust with your customers.
  3. Retain/Attract New Customers – Winners have used their SQM CX award as a marketing tool to inform existing customers and potential new customers about the world class CX they provide.
  4. Retain/Attract New Employees – Winners have used their SQM CX award to inform their employees and potential new employees about the world class CX they provide and/or the excellent working environment.
  5. Career Opportunities – Leaders of the award-winning contact centers have more career opportunities within their own organization, as well as outside their organization. Also, a CSR that is certified as a world class CX performer has more career opportunities because everybody wants them.