CSR Recognition Case Studies

 

2017 CX Best Practice Award Winner – CSR Recognition Program – Cogeco Connexion

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

Cogeco​ ​Connexion​ ​regroups​ ​the​ ​Canadian​ ​cable​ ​operations​ ​of​ ​Cogeco​ ​Communications​ ​Inc. Cogeco Connexion is the second largest cable operator in Ontario and Québec in terms of the number of basic cable service customers served. It provides its residential and small business customers with Video, Internet​ ​and​ ​Telephony​ ​services​ ​through​ ​its​ ​twoway​ ​broadband​ ​cable​ ​networks.

Cogeco’s story is one that is constantly developing and growing from actively listening to the needs of our Customers and Employees. Team engagement and customer satisfaction are two of the piloting forces of a journey that is expanding year over year.

Read about their award-winning best practices for the programs and initiatives that they have implemented​ ​in​ ​2017,​ ​to​ ​truly​ ​empower​ ​their​ ​employees​ ​and​ ​drive​ ​positive​ ​performance.


2016 CX Best Practice Award Winner – CSR Recognition Program – Canadian Tire Financial Services

Criteria: This award recognizes an organization that has demonstrated a best practice which helped improve, maintain, or provide a positive CX.

At Canadian Tire Bank, CSR recognition is highly important to our success. Our representatives are relentlessly focused on utilizing their skills, training, and tools to create customers for life, and recognizing their great work helps us maintain employees for life. We have a culture that is envied within the region, which has resulted in one of the lowest turnover rates in the call centre industry. Having long-tenured employees creates long-term value for the company and our customers.

We celebrate our people in many ways, through formal recognition programs, as well as by providing employees with incentives and opportunities to expand their contribution and scope of recognition, beyond their regular day-to-day jobs.


2015 Contact Center FCR Best Practice Award Winner – CSR Recognition Program – BlueCross BlueShield of Vermont

Criteria: There are 15 distinct Best Practice Awards (i.e., Omni-Channel, Web Self-Service, IVR Self-Service, Chat Channel, Quality Assurance Program, Desktop Applications, CSR Recognition Program, Career Development Program, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process, Standard Operating Practices).

These awards recognize the organizations that have demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

Blue Cross and Blue Shield of Vermont is committed to the health of Vermonters, outstanding member experiences, and responsible cost management for all of the people whose lives we touch. Within our organization, we focus on our work environment creating a supportive team-based culture where people work together, member experience is a top priority, and customer service recognition programs align with customer satisfaction measures. Our call center understands the importance of recognizing employees for achieving best-in-class results and strives to reinforce behaviors that support first call resolution.

BCBSVT has a series of rewards and recognition programs conducted in a multilayered approach to provide frequent feedback and motivation to the customer service staff. The CSRs are motivated to achieve best-in-class performance for recognition of their efforts. The CSRs’ satisfaction with the effectiveness of these programs is evident in the SQM BCBSVT Employee Satisfaction Survey results.


2014 Contact Center FCR Best Practice Gold Award Winner – Recognition Program – Regence BlueCross BlueShield

Criteria: There are 10 distinct Best Practice Awards (i.e., Quality Assurance Program, Desktop Application(s), CSR Recognition Program, Career Advancement, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process).

The details of their Service Hero program which is their most successful and longest running recognition program. The program does the following:

  • recognizes the specialists that provide exemplary service
  • provides a way to highlight the barriers their members face every day with senior executives
  • identifies calls that exemplify the high quality service our team members perform
  • shares winning calls across the company which are used to make changes that enhance members’ experience
  • allows the sales executives to leverage them during presentations for new or renewing groups to demonstrate the level of service their employees will receive as a Regence member

2013 Best Practice Award Winner:

407ETR

Criteria: There are 5 distinct Best Practice Award categories (i.e., Quality Assurance Program, Knowledge Management Tool, Recognition Program, Career Advancement, Call Handling Real-Time CSR Support Queue). These awards recognize the organization that has demonstrated how they have improved or helped maintain high first call resolution (FCR) and customer satisfaction (Csat) performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance. FCR can be determined by the customer or the organization and Csat must be determined by the customer.

407 ETR Customer Service takes pride in the recognition programs we offer our staff. In the not so distant past we struggled, as do many contact centers, to come up with programs that yield the results to improve the customer experience, improve employee engagement and bring further success to the company at large. Looking back, we have come a long way from the days where only a very small number of CSRs achieved World Class Certification; where CSRs were unhappy with the recognition programs in place and where little drive was to "OWN IT" and to "Create A Fingerprint Of World Class". We took a deep look at where we were, where we wanted to be and what action we would need to take to get there. This led us to implementing what has become a long list of best practices to recognize employees. First and foremost, we credit much of our success to our Partnership With SQM Group. Over the past 10 years, SQM has provided us with invaluable feedback, benchmarking and workshops which have provided 407 ETR employees with the tools to continuously improve our results. "Continuously Improve" is one of 407 ETR's corporate team charter values.

Align Recognition Programs To Your Company Values. If you want employees to be committed to demonstrating your company values on a daily basis, then you need to ensure that whatever you implement will support the values. Our aim is to create programs which are fair for all and in line with our Team Charter Values “Working Together” and “Continuously Improve” and of course becoming a World Class Call Centre. Each team within the contact center has a designated Team Charter Champion. These employees keep corporate team charter values alive within the teams, keeping teammates engaged and working together to strive for both stellar individual and team VoC results. Having a Champion to support rewards and recognition is crucial to the successful implementation of any recognition program. We have a Program Manager dedicated to focusing on the wants and needs of employees and gathering continuous feedback on ways we can enhance programs so that we can always remain in check. It is very important to have rewards based on employee feedback. When employees feel they have been listened to, have a say and have contributed, they are more likely to welcome the recognition program you are creating.

Reward Employees Publicly, Frequently And In A Way That Is Fun And Repeatable. Nothing drives motivation and achievement like having all eyes on you when you earn kudos. On a monthly basis, each team runs head to head against one another for the title of Highest Team Results and Most Improved Team based on VoC feedback. Teams who earn these titles receive one of our two unique travelling trophies. Our Top 3 World Class Employees are recognized on a monthly basis with our 1st, 2nd and 3rd place travelling trophies. The awards are presented to the three winners by the Director & Manager of the Call Centre with other members of the management team in attendance. This recognition takes place in the middle of the contact center. A picture of the winners is captured and posted to our slide presentation we have continuously running in a loop on one of our large customer service screens. Each summer an FCR Recognition Evening is held for our Customer Service staff. This has become a tradition for which employees are excited to attend. The event takes place outside of work hours, filled with complimentary food, lots of raffle prizes, spin to win for prizes and a FRC award ceremony to recognize top performers. The awards are presented by members of the Customer Service Management Team and the event provides an opportunity to promote a mid-year reminder about the SQM Conference and Gala and to thank CSRs for all of the contributions they have made throughout the year to our customers, the organization and to the department itself.