2018 Contact Center Industry Award Winners

SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting customer experience (CX) and employee experience (EX) 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, 2018 to December 31, 2018.

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 customer experience and FCR 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. Employee surveys were conducted online at the CSR level. 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 award categories that recognize the top performing organizations in CX, EX, and CX Best Practice performance. Based on the organizations we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2018. These prestigious customer experience industry awards were presented at our 20th annual conference, held at Washington's grandest hotel, the Historic Davenport in Spokane, May 7 - 9, 2019.

 

Contact Center of the Year Award


Organization
  • Contact Center of the Year Winner:
  • Genworth
  • Contact Center of the Year Finalists:
  • Jackson
  • VSP Vision Care

Criteria

Criteria used for Contact Center of the Year is based on having 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.

Best Performing Small- to Mid-Sized Contact Center Award


Organization
  • Best Performing Small- to Mid-Sized Contact Center Winner:
  • World Vision Canada
  • Best Performing Small- to Mid-Sized Contact Center Finalists:
  • Blue Cross and Blue Shield Nebraska
  • Marchon/Altair

Criteria

Criteria used for Best Performing Small- to Mid-Sized Contact Center (between 25 to 99 CSRs) is based on having 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.

Contact Center World Class CX Certification


Organization
407 ETR (Contact Centre/Commercial)
Blue Cross and Blue Shield Nebraska
Blue Cross and Blue Shield of Alabama (Federal Employee Program)
Blue Cross and Blue Shield of Kansas
Blue Cross Blue Shield of Massachusetts Partner Express Scripts International
Blue Cross Blue Shield of Massachusetts (Retail Sales and Retention)
BlueCross BlueShield of Vermont
Canadian Tire Financial Services (CRCC)
Florida Blue (Federal Employee Program)
FortisBC
Genworth Long Term Care Customer Service
Highmark (Federal Employee Program)
Jackson
Marchon/Altair
Millennium1 Solutions (Credit Card Sales Segment)
Millennium1 Solutions (ATCOenergy)
Mr. Cooper - Assurant
Regence BlueCross BlueShield (BlueCross BlueShield of Oregon)
Regence BlueCross BlueShield (BlueShield of Idaho)
Scotiabank Global Business Payments - Client Services & Solutions
Security Health Plan
VSP Vision Care (California & Ohio)
World Vision Canada

Criteria

Criteria used for Contact Center World Class CX Certification is based on 80% (or higher) of customers getting their call resolved on the first call (FCR) for 3 consecutive months or more.

Web Self-Service World Class CX Certification


Organization
  • FortisBC

Criteria

Criteria used for Web Self-Service World Class CX Certification is based on 80% (or higher) of customers getting their contact resolved on the first contact with the website (FCR) for 3 consecutive months or more.

Customer Experience Best Practice Award Winners


Category Organization
Omni-Channel
Canadian Tire Financial Services
Web Self-Service
Security Health Plan
Emerging Channels
BlueCross BlueShield of North Carolina
Quality Assurance Program
Genworth
Desktop Application(s)
Mr. Cooper
CSR Recognition Program
FortisBC
Career Development Program
Blue Cross and Blue Shield of Alabama
Call Handling Practice
Blue Cross Blue Shield of Kansas City
Escalation CSR Support
EA Worldwide Customer Experience
Performance Management System (CSR)
BlueCross BlueShield of South Carolina
Performance Management System (Vendor)
UPMC Health Plan
CSR Coaching Program
Consumers Energy (Tie)
Blue Cross and Blue Shield Nebraska (Tie)
CSR Training Program
Consumers Energy
CSR Selection Process
Blue Cross Blue Shield of Massachusetts
Standard Operating Procedures
Blue Cross Blue Shield of Massachusetts
Continuous Improvement Process
Regence Blue Cross Blue Shield Plans

Criteria

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


CSR Finalists for CSR of the Year


CSR Name Organization
John Kolath
Blue Cross and Blue Shield of Minnesota
Eric Ashby
Blue Cross Blue Shield of Kansas City
Trish Smith
Blue Cross Blue Shield of Kansas City
Charles Sanders
BlueCross BlueShield of North Carolina
Carmen Storey
BlueCross BlueShield of South Carolina
Lapriel Williams
BlueCross BlueShield of South Carolina
Abigail Fifield
BlueCross BlueShield of Vermont
Cerridwen Moser-Bertsche
BlueCross BlueShield of Vermont
Jennie Shangraw
BlueCross BlueShield of Vermont
Rebecca Lee
BlueCross BlueShield of Vermont
Katrina Lloyd
Consumers Energy
Rebecca Newman
Consumers Energy
Toni Fox
Consumers Energy
Allistair Cockrell
FedEx Express Canada
Jasmine Austin
Florida Blue
Robert Mills
Horizon BCBSNJ
Hailey Steele
Marchon/Altair
Juliana Klingel
Marchon/Altair
Brittany Pitts
Premera Blue Cross
Shandra Roberts
Premera Blue Cross
Hannah Morphis
Regence Blue Cross Blue Shield Plans
Karla Bare
Regence Blue Cross Blue Shield Plans
Kelly Carpenter
Regence Blue Cross Blue Shield Plans
Jafar Abbas
Scotia iTRADE
Nic Carter
Name Withheld

Criteria

To be eligible the customer service representative (CSR) must be World Class CX Certified. The criteria for a World Class CX Certified CSR is 85% or higher of the calls surveyed are at the World Class Call (WCC) level. SQM's WCC criteria is based on the customer's call being resolved and the customer is overall very satisfied (top box response) with the CSR who handled their call. 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 Top World Class CX Improvement Winners


CSR Name Organization
Syreeta Branch
BlueCross BlueShield of North Carolina
Debra Knight
Consumers Energy
Patricia Newman
Genworth
Steven Weber
Regence Blue Cross Blue Shield Plans
Christina Billue
VSP Vision Care

Criteria

To be eligible the customer service representative (CSR) must have a 10% or greater annual world class CX metric improvement from the previous year. SQM's WCC criteria is based on the customer's call being resolved and the customer is overall very satisfied (top box response) rating with the CSR who handled their call. Call center management must also send an example of a great customer service story that the CSR delivered.

CSR Top World Class CX Improvement Winners – Group Photo
CSR World Class Csat Improvement Winners

Supervisor Finalists for Supervisor of the Year


Supervisor Name Organization
Drew Shirack
Blue Cross and Blue Shield of Kansas
Kathy Cordonnier
Blue Cross Blue Shield of Kansas City
Brenda Parker
Consumers Energy
Bridget Gaitan
Name Withheld
Anda Imper
Premera Blue Cross
Katie Johansson
Security Health Plan

Criteria

To be eligible the supervisor must be World Class CX Certified. The criteria for a World Class CX Certified Supervisor is 85% or higher of the calls surveyed are at the World Class Call (WCC) 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

Customer Experience & First Call Resolution Awards


Highest Customer Experience for the Contact Center Industry Awards

Organization Category Criteria
Vancity
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.
Marchon/Altair
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.


Highest Customer Service by Industry Awards

Organization Category
Vancity
Banking
Jackson
Financial
Canadian Tire Financial Services (CRCC)
Credit Card
VSP Vision Care
Insurance
Security Health Plan
Health Care
Highmark
Health Care Federal Employee Program
HealthNow New York Inc.
Pharmacy
Petro-Canada (Concentrix)
Retail/Service
FortisBC
Energy
Telus Quebec
Telco/TV
Blue Cross Blue Shield of Michigan (Web Support Help Desk)
Helpdesk
Marchon/Altair (Tie)
Business to Business
VSP Vision Care (Tie)
Business to Business
Name Withheld
Government

Criteria

CX is based on the organization having the highest FCR rating in each specific industry/sector



First Call Resolution Improvement Awards

Organization
AmeriHealth Caritas Member Services
Blue Cross and Blue Shield Nebraska
Blue Cross and Blue Shield Nebraska (Federal Employee Program)
Blue Cross Blue Shield of Kansas City
Blue Cross and Blue Shield of Minnesota
Blue Cross and Blue Shield of Minnesota (Federal Employee Program)
BlueCross BlueShield of Montana (Federal Employee Program)
BlueCross BlueShield of Oklahoma
ConnectiCare
Excellus BlueCross BlueShield (Federal Employee Program)
FedEx Express Canada
Geisinger Health Plan
HCL
Mr. Cooper - Assurant
Mr. Cooper (Default)
LoyaltyOne
Wellmark Blue Cross and Blue Shield of Iowa

Criteria

Based on a 5% or greater annual FCR improvement from the previous year.


Employee Experience Awards


Highest Employee Experience for the Contact Center Industry Award

Organization
Genworth

Criteria

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


Most Improved Employee Experience Award

Organization
Marchon/Altair

Criteria

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


Highest Employee Experience by Industry Awards

Organization Category
Canadian Tire Financial Services
Financial
Genworth
Insurance
Blue Cross and Blue Shield Nebraska
Health Care

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 Experience

Organization
Jackson

Criteria

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


World Class Employee Experience Awards

Organization
Blue Cross and Blue Shield of Kansas
Blue Cross and Blue Shield Nebraska
BlueCross BlueShield of Vermont
Canadian Tire Financial Services
Genworth
Highmark (Federal Employee Program)
Jackson
Regence Blue Cross Blue Shield Plans
VSP Vision Care
World Vision Canada

Criteria

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


Outstanding Lifetime Achievement


Outstanding Lifetime Achievement Organization
Kathy Rodine
VSP Vision Care

Criteria

This award is 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

CX Leadership Awards


CX Leader Organization
Amy Walt
Consumers Energy
Lana Pruett
Blue Cross and Blue Shield of Kansas
Lisa Moody
World Vision Canada
Louise Buchanan
Marchon/Altair

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