2020 Contact Center Industry Award Winners

SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting customer and employee experience studies since 1996. SQM annually conducts over 1.5 million surveys with customers who have used a call 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 customer and employee 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 customer and employee experience since 1998. SQM awards are based on customers who have used a contact channel and employees who work in a contact center. For the 2020 Contact Center Industry Awards, SQM conducted customer and employee experience studies for the period of January 1 to December 31, 2020.

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. FCR Best Practice Awards acknowledge organizations that have demonstrated a best practice which has improved first call resolution (FCR) or provided a positive customer experience.

SQM has more than 50 different award categories that recognize the top performing organizations in FCR, employee experience, and FCR Best Practice performance. Based on the organizations benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2020. These prestigious customer experience industry awards will be presented at our 22nd annual awards ceremony held virtually on May 20, 2021.

Virtual Awards Ceremony

Call Center of the Year Award


Organization
  • Call Center of the Year Winner:
  • Jackson
  • Call Center of the Year Finalists:
  • Blue Cross and Blue Shield of Kansas
  • Canadian Tire Financial Services (CRCC)

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- to Mid-Sized Call Center Award


Organization
  • Best Performing Small- to Mid-Sized Call Center Winner:
  • Marchon/Altair
  • Best Performing Small- to Mid-Sized Call Center Finalists:
  • Blue Cross and Blue Shield of Vermont
  • Highmark Health (Federal Employee Program)

Criteria

Criteria used for Best Performing Small- to Mid-Sized Call Center (between 25 to 99 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating.

Call Center World Class FCR Certification


Organization
407 ETR (Contact Centre/Commercial)
Blue Cross and Blue Shield of Kansas
Blue Cross and Blue Shield of Kansas City (Commercial)
Blue Cross Blue Shield of Massachusetts (Retail Sales and Retention)
Blue Cross and Blue Shield of Vermont
Blue Cross of Idaho (Federal Employee Program)
BlueCross BlueShield of Illinois (Federal Employee Program)
BlueCross BlueShield of Montana (Federal Employee Program)
BlueCross BlueShield of New Mexico (Federal Employee Program)
BlueCross BlueShield of Oklahoma (Federal Employee Program)
BlueCross BlueShield of Texas (Federal Employee Program)
Canadian Tire Roadside Assistance
Consumers Energy Business Center
Express Scripts, Inc. in partnership with Blue Cross Blue Shield of Massachusetts
Florida Blue (Federal Employee Program)
FortisBC
Highmark Health (Federal Employee Program)
Independence partner FutureScripts
Jackson
Marchon/Altair
Marchon Canada
Mr. Cooper (Private Label)
Regence Blue Cross and Blue Shield Plans (Federal Employee Program)
Security Health Plan
VSP Vision Care
World Vision Canada

Criteria

Criteria used for Call Center World Class FCR Certification is 80% or higher customers getting their contact resolved on the first call to the call center (FCR) for 3 consecutive months or more.

Web Self-Service World Class FCR Certification


Organization
  • FortisBC

Criteria

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

IVR Self-Service World Class FCR Certification


Organization
  • FortisBC

Criteria

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

Customer Experience Best Practice Award Winners


Category Organization
Web Self-Service
Security Health Plan
Quality Assurance Program
Blue Cross and Blue Shield of Kansas City
Desktop Application(s)
Mr. Cooper
CSR Recognition Program
FortisBC
Career Development Program
Blue Cross and Blue Shield of Vermont
Call Handling Practice
BlueCross BlueShield of North Carolina
Escalation CSR Support
Security Health Plan
Performance Management System
BlueCross BlueShield of South Carolina (BlueChoice HealthPlan)
CSR Coaching Program
BlueCross BlueShield of North Carolina (Tie)
Mr. Cooper (Tie)
CSR Training Program
Blue Cross Blue Shield of Massachusetts
CSR Selection Process
VSP Vision Care
Standard Operating Procedures
FortisBC
Continuous Improvement Process
Security Health Plan
Work from Home
Consumers Energy (Tie)
Independence Blue Cross (Tie)
FCR Measurement
Blue Cross Blue Shield of Massachusetts

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
Tiana Pierce
AmeriHealth Caritas
Victoria Stanford
AmeriHealth Caritas
Alassa Gevanni
Blue Cross and Blue Shield of Kansas
Brittany Badua
Blue Cross and Blue Shield of Kansas City
Gretchen Gladden
Blue Cross and Blue Shield of Kansas City
Tracy Shifflett
Blue Cross and Blue Shield of Kansas City
Hannah Tomeny
Blue Cross and Blue Shield of Vermont
Kasia Starzec
Blue Cross and Blue Shield of Vermont
Keisha Wright
Blue Cross Blue Shield of Massachusetts
Zamir Matos
Blue Cross Blue Shield of Rhode Island
Christine Castro
BlueCross BlueShield of North Carolina
Jantiest Damon
BlueCross BlueShield of South Carolina
Stacy Small
BlueCross BlueShield of South Carolina
Starlight Ervin
BlueCross BlueShield of South Carolina
Amy Jo Schultz-Porter
Consumers Energy
Jennifer King
Consumers Energy
John O'Brian
Florida Blue (Federal Employee Program)
Sharon Kelley
HealthNow New York Inc.
Scarlet Jones
Highmark Health
Courtney Gilfillian
Horizon Blue Cross Blue Shield of New Jersey
Meagan Cockrell
Mr. Cooper
Chrissy Chandler
Regence Blue Cross and Blue Shield Plans
Mahul Patel
Scotia iTRADE
Jason O'Connell
Security Health Plan
Kay Landers
VSP Vision Care

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 Top World Class CX Improvement Winners


CSR Name Organization
Keri Bonin
Blue Cross Blue Shield of Rhode Island
Jenna Albertine
HealthNow New York Inc.
Clarece Haney
Regence Blue Cross and Blue Shield Plans
Richard Merkel
Security Health Plan
Heidi Grant
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.

Supervisor Finalists for Supervisor of the Year


Supervisor Name Organization
Karandeep Singh
407 ETR
TeRance Golden
Blue Cross and Blue Shield of Kansas City
Lauren Gould
HealthNow New York Inc.
Mary Calissie
Highmark Health
Fred Jackson
VSP Vision Care

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.

Customer Experience & First Call Resolution Awards


Highest Customer Experience for the Contact Center Industry Awards

Organization Category Criteria
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 at least one channel 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.
Security Health Plan
6. Highest Chat Customer Service 6. This award recognizes the contact center with the highest overall Csat (top box rating) for the chat channel.


Highest Customer Service by Industry Awards

Organization Category
First West Credit Union
Banking
Jackson
Financial
Canadian Tire Financial Services
Credit Card
VSP Vision Care
Insurance
Blue Cross and Blue Shield of Vermont
Health Care
Highmark Health
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
Blue Cross Blue Shield of Michigan (Web Support Help Desk)
Helpdesk
Halton Region
Government
Marchon/Altair
Business to Business
World Vision Canada
Charity
Blue Cross and Blue Shield of Vermont
Non-Profit

Criteria

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



First Call Resolution Improvement Awards

Organization
ATCO Electric
BlueCross BlueShield of Montana (Federal Employee Program)
BlueCross BlueShield of New Mexico (Federal Employee Program)
BlueCross BlueShield of Oklahoma (Federal Employee Program)
BlueCross BlueShield of South Carolina (State Health Plan)
BlueCross BlueShield of Texas (Federal Employee Program)
Blue Cross Blue Shield of North Dakota
Blue Cross Blue Shield of Rhode Island (Federal Employee Program)
Blue Cross Blue Shield of Wyoming
Blue Cross and Blue Shield of Kansas City (Federal Employee Program)
Blue Cross and Blue Shield of Minnesota
Blue Cross of Idaho (Federal Employee Program)
First West Credit Union
Geisinger Health Plan

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
Blue Cross and Blue Shield of Kansas

Criteria

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


Most Improved Employee Experience Award

Organization
Blue Cross and Blue Shield of Kansas

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
VSP Vision Care
Insurance
Blue Cross and Blue Shield of Kansas City
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
Blue Cross and Blue Shield of Kansas

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 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
Regence Blue Cross and Blue Shield Plans

Criteria

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


FCR Leadership Awards


FCR Leader Organization
Janalee Willet
Blue Cross and Blue Shield of Vermont
Kenny Shuler
HCSC (Federal Employee Program)

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