SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting customer experience (CX) and employee experience (EX) studies since 1996. SQM annually conducts 1.5 million surveys with customers who have used a contact center, email, website, IVR, chat, 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. Based on our CX and EX studies, SQM awards excellence in FCR, customer satisfaction, and employee satisfaction for the contact center industry. We have been recognizing top performing contact centers for CX and EX since 1998. SQM awards are based on customers who have used a contact channel and employees who work in a contact center. For the 2019 Contact Center Industry Awards, SQM conducted CX and EX studies for the period of January 1 to December 31, 2019.
For each contact center that participated in the customer experience study, SQM completed a minimum of 400 post-contact surveys. 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. CX Best Practice Awards acknowledge organizations that have demonstrated a best practice which has improved or provided a positive CX.
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 benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2019. These prestigious customer experience industry awards will be presented at our 21st annual conference held at The Coeur d'Alene Resort in Coeur d'Alene, Idaho, April 28-30, 2019.
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Organization |
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407 ETR (Contact Centre/Commercial) |
Blue Cross and Blue Shield of Kansas |
Blue Cross Blue Shield of Massachusetts (Retail Sales and Retention) |
Blue Cross and Blue Shield of Vermont |
Canadian Tire Financial Services (CRCC) |
Express Scripts, Inc. in partnership with Blue Cross Blue Shield of Massachusetts |
Florida Blue (Federal Employee Program) |
FortisBC |
Genworth Life Insurance |
HealthNow New York Inc. |
Highmark Health (Federal Employee Program) |
Independence partner FutureScripts |
Jackson |
Marchon/Altair |
Marchon Canada |
Mr. Cooper (Customer Service) |
Mr. Cooper (Private Label) |
Regence BlueCross BlueShield (BlueShield of Washington) |
Security Health Plan |
VSP Vision Care |
World Vision Canada |
Organization |
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Organization |
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Category | Organization |
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Omni-Channel |
BlueCross BlueShield of South Carolina |
Web Self-Service |
Security Health Plan |
Emerging Channels |
BlueCross BlueShield of North Carolina |
Quality Assurance Program |
World Vision Canada |
Desktop Application(s) |
Regence Blue Cross and Blue Shield Plans |
CSR Recognition Program |
Regence Blue Cross and Blue Shield Plans |
Career Development Program |
BlueCross BlueShield of North Carolina |
Call Handling Practice |
Consumers Energy |
Escalation CSR Support |
Mr. Cooper |
Performance Management System |
Consumers Energy |
CSR Coaching Program |
Blue Cross Blue Shield of Massachusetts (Tie)
Mr. Cooper (Tie) |
CSR Training Program |
Security Health Plan (Tie)
Blue Cross and Blue Shield of Kansas City (Tie) |
CSR Selection Process |
Florida Blue |
Standard Operating Procedures |
VSP Vision Care (Tie)
Blue Cross and Blue Shield of Vermont (Tie) |
Continuous Improvement Process |
Blue Cross and Blue Shield of Vermont (Tie)
FortisBC (Tie) |
CSR Name | Organization |
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Winsome Gray |
407 ETR |
Morgan Milbradt |
Blue Cross and Blue Shield of Kansas |
Renee Rinehart |
Blue Cross and Blue Shield of Kansas City |
Kasia Starzec |
Blue Cross and Blue Shield of Vermont |
Nefedaya Smith |
Blue Cross and Blue Shield of Vermont |
* Terry Lyn Bicknell |
Blue Cross and Blue Shield of Vermont |
Eric Phouthavong |
Blue Cross Blue Shield of Massachusetts |
Jill Adams |
Blue Cross Blue Shield of Massachusetts |
Karla St. Marie |
Blue Cross Blue Shield of Massachusetts |
Candace McMurran |
BlueCross BlueShield of North Carolina |
Carmen Storey |
BlueCross BlueShield of South Carolina |
Starlight Ervin |
BlueCross BlueShield of South Carolina |
Paul Adamo |
Cogeco Connexion |
Bridgette Yoder |
Consumers Energy |
Toni Fox |
Consumers Energy |
Brenda Olympia |
Florida Blue (Federal Employee Program) |
Steven Clancy |
Horizon Blue Cross Blue Shield of New Jersey |
Christina Wallace |
Independence Blue Cross |
Matthew Sandman |
Marchon/Altair |
Aleida Wallace |
PerformRx |
Albert Brosas |
Regence Blue Cross and Blue Shield Plans |
Alison VanSmith |
Regence Blue Cross and Blue Shield Plans |
Amber Raines |
Regence Blue Cross and Blue Shield Plans |
Denzel Ryan-Stephens |
Scotia iTRADE |
Anthony Haessly |
Security Health Plan |
CSR Name | Organization |
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Eileen Bellows |
BlueCross BlueShield of North Carolina |
Heather Neal |
Premera Blue Cross |
Donna Torres |
Regence Blue Cross and Blue Shield Plans |
Honesty Teasley |
VSP Vision Care |
Shalandra Holland |
VSP Vision Care |
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.
Supervisor Name | Organization |
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Jody Broughton |
Blue Cross and Blue Shield of Kansas |
* Michael Roberson |
Blue Cross and Blue Shield of Kansas City |
Patricia Mahurin |
Blue Cross and Blue Shield of Kansas City |
Shonda Roberson |
Florida Blue (Federal Employee Program) |
Pa'Quail Walker |
Independence Blue Cross |
Jolie Rhodes |
Regence Blue Cross and Blue Shield Plans |
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.
Organization | Category | Criteria |
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FortisBC |
1. Highest Enterprise-Wide One Contact Resolution | 1. 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 |
2. Highest Omni-Channel Customer Service | 2. 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 |
3. Highest Web Self-Service Customer Service | 3. This award recognizes the contact center with the highest overall Csat (top box rating) for the web self-service channel. |
FortisBC |
4. Highest IVR Self-Service Customer Service | 4. This award recognizes the contact center with the highest overall Csat (top box rating) for the IVR self-service channel. |
Blue Cross and Blue Shield of Kansas |
5. Highest Email Customer Service | 5. This award recognizes the contact center with the highest overall Csat (top box rating) for the email channel. |
Name Withheld |
6. Highest Chat Customer Service | 6. This award recognizes the contact center with the highest overall Csat (top box rating) for the chat channel. |
Organization | Category |
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Vancity |
Banking |
Canadian Tire Financial Services (CRCC) |
Credit Card |
Jackson |
Financial |
VSP Vision Care |
Insurance |
Blue Cross and Blue Shield of Vermont (Tie) |
Health Care |
Security Health Plan (Tie) |
Health Care |
Highmark (Tie) |
Health Care Federal Employee Program |
Independence Blue Cross (Tie) |
Health Care Federal Employee Program |
Express Scripts, Inc. in partnership with Blue Cross Blue Shield of Massachusetts |
Pharmacy |
Petro-Canada (Concentrix) |
Retail/Service |
FortisBC |
Energy |
TELUS Québec |
Telco/TV |
Scotiabank Global Business Payments - Client Services & Solutions Helpdesk |
Helpdesk |
Halton Region |
Government |
Marchon/Altair |
Business to Business |
Plan Canada International |
Charity |
Blue Cross and Blue Shield of Vermont (Tie) |
Non-Profit |
Security Health Plan (Tie) |
Non-Profit |
CX is based on the organization having the highest FCR rating in each specific industry/sector
Organization |
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Blue Cross and Blue Shield of Minnesota (Federal Employee Program) |
Blue Cross Blue Shield of Rhode Island (Federal Employee Program) |
Canadian Red Cross First Aid Swimming & Water Safety |
Canadian Tire Corporate Customer Relations |
Elizabeth River Crossings OpCo, LLC |
Federal Employee Program - Blue Cross Blue Shield of Michigan |
Florida Blue |
Halton Region |
Independence Blue Cross (Federal Employee Program) |
Based on a 5% or greater annual FCR improvement from the previous year.
Organization |
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Regence Blue Cross and Blue Shield Plans |
Organization |
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PerformRx |
Organization | Category |
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Canadian Tire Financial Services |
Financial |
VSP Vision Care |
Insurance |
Blue Cross and Blue Shield of Kansas City |
Health Care |
Organization |
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VSP Vision Care |
Organization |
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Blue Cross and Blue Shield of Kansas |
Blue Cross and Blue Shield of Kansas City |
Blue Cross and Blue Shield of Vermont |
Canadian Tire Corporate Customer Support |
Canadian Tire Financial Services |
Highmark Health (Federal Employee Program) |
Jackson |
PerformRX |
Regence Blue Cross and Blue Shield Plans |
VSP Vision Care |
World Vision Canada |
CX Leader | Organization |
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Jay Hollister |
Canadian Red Cross |
Tracy Dietel |
Blue Cross Blue Shield of Massachusetts |