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Improve FCR, CX, and EX - One Individual at a Time
If you haven’t heard about SQM’s CSR of the Year award, you are sadly missing out. It really is our favorite award to not only give out, but also to choose the winner. Reading through the hundreds of submissions on how CSRs have impacted their customers’ lives is truly enlightening. There is nothing quite like the excitement when we announce the top 25 finalists for this award as everyone realizes the impact this award can have on that one extraordinary individual. This is not just an award, but an experience. This is not just an award, but an experience considering SQM conducts surveys on over 60,000 front line customer service representatives annually and from those, one CSR emerges.
I have had the opportunity of attending the SQM Customer Experience Conference & Industry Awards 9 times during my tenure with SQM. Each year I had the honor of meeting many of these top exceptional individuals, and in many cases developing personal relationships with them!
For our clients that are part of the SQM Contact Center Certification Program, SQM takes the Voice of the Customer (VoC) feedback from over a million surveys collected during the previous year, and puts together the list of customer service representatives (CSRs) by organization who have met all the criteria as a World Class Representative. Our clients, in turn, review the list and pick their top CSRs to nominate for the CSR of the Year award. They do this by submitting a Customer Experience (CX) story describing what makes their CSR the best of the best. The CX story could be about how the CSR inspired their team, helped in creating a positive memorable experience resulting in a fundamental difference in the life of the customer, or changed the approach of the company when dealing with similar customer situations. These stories can make you cry, laugh, or show how the CSR went above and beyond the call of duty. Every CX story is unique in its own special way.
After all the submissions are in, a selected team from SQM reads each submission, and we’re talking hundreds of stories! Each member of the team rates all the stories individually, selects their top 25 candidates for CSR of the Year, and then the battle is on! Out of the top 25, the team collectively makes the official decision on CSR of the Year, which is always a very difficult decision to make. In 2017, we had a clear winner emerge from the stories and that was Madison Blow from Blue Cross and Blue Shield of Vermont (BCBSVT). You can find her story under our 2016 Great CSR CX Success Stories.
In 2017, I had the honor of meeting Madison Blow at our 18th Annual Customer Experience Conference & Awards in Vernon BC, Canada, at Sparkling Hill Resort and Spa. Little did I know when I met her that she had been picked as CSR of the Year; that’s right, we keep that secret locked up tight until the evening of the Awards dinner and gala event. She was heading out to enjoy her CSR Appreciation Day of Ziplining in Oyama, BC, with a smile on her face and no clue that she would be named the winner of CSR of the Year that evening. The CSR of the Year receives a world class CX medallion, pin tube award, a trophy award to display on their desk, and $1,000 cash!
The CSR Appreciation Day event is a way for companies to celebrate their CSRs’ successes over the year. SQM provides these CSRs with options for unique experiences such as special spa days, wine and spirit tours, golf, or an outdoor adventure. After a day of fun or relaxing, the CSRs finish off their day at the Awards dinner and gala event.
Looking back at Madison over a year later, I’ve been given the opportunity to touch base with her and see how winning CSR of the Year has changed her life. Truly an honor for me!
I was completely surprised that I had been chosen as one of the top 25 finalists. After submitting my story, I did not want to get my hopes up too much because I knew there were so many amazing stories being submitted from all over the US and Canada. When I let the news sink in that I was going to Canada, I was extremely excited and so grateful for the opportunity. It was made even more special by the fact that 2016 was the first and only year that I was eligible to submit a story because I was promoted to a Team Leader in our Customer Service Department at BCBSVT that year!
I was in shock when my name was called as winning CSR of the Year. My friend, Alyssa, was also one of the 25 finalists and she was standing behind me on stage when my name was called. At first, I didn’t even move because I really did not expect to win, so Alyssa actually had to give me a little push to go accept the award! I started crying out of pure happiness and excitement! It was truly an amazing moment for me.
Believe in yourself! Initially, I wasn’t even going to submit my story because I thought that I didn’t have a chance of being chosen as a finalist, but then my amazingly supportive supervisor encouraged me to share it. I am so thankful that she did because the SQM Conference was truly a once in a lifetime experience for me.
I will always remember going on the ziplining adventure! I chose that as my activity before the awards dinner and I definitely made the right choice! I had never been ziplining before and my first experience in the beautiful, scenic mountains of Canada, was breathtaking and exhilarating! I also met so many amazing and fun people that I would not have had the opportunity to meet otherwise. It was an amazing experience!
I am still a Team Leader in the Customer Service department at BCBSVT and I truly love my job! I am not sure where the future will take me, but I am not going to count that out just yet!
Winning CSR of the Year has helped me become a better mentor to the representatives I work with every day. The whole experience taught me to believe in myself and to never pass up an opportunity. Every year I encourage all of the representatives to submit a story because if I can do it, they certainly can too!
I actually asked a few of my colleagues this question to help me out and they said that I was very supportive and never pass judgement. My main goal as team leader is to help my coworkers reach their potential by creating a safe and supportive environment for them to learn in. I never want someone to feel judged or criticized while doing their job. I just want them to know that I am always there to help when they need me.
“Keep calm and carry on!”
Since I didn’t buy it, I would feel way too guilty to hold on to it because someone else truly deserves it! I would go to the front desk and see if we could find anyone who had lost a lottery ticket… Then I would ask for a finder’s fee. (kidding!)
I would rather be the inventor of a drug that cures a deadly disease. I would also make sure that it was affordable for the people that need it!
I would rather work incredibly hard for myself. I love a good challenge and enjoy keeping busy! I would definitely get bored with having an easy job.
I would say “Please, do not stress over things you cannot control!” Life is too short to spend it stressed out, so I would tell my younger self to stop worrying about what can happen and to just do my best and have fun in the present! As John Lennon said perfectly “Life is what happens when you are busy making other plans.”
Thank you for taking the time to answer my questions, Madison, and congratulations on your much-deserved promotion to Team Leader. I look forward to hearing about your future accomplishments.
Jamie Weins is the Client Operations Manager at SQM Group. Since joining SQM in 2007, Jamie has held many roles within the organization and brings a wealth of knowledge and experience towards the day-to-day operations team. Starting at SQM as a Telephone Survey Representative, Jamie showed great customer-centric qualities, advancing her career quickly into a Client Account Manager role. With a flair for photography and passion for online engagement, today, Jamie is known as the voice and face behind SQM on social media. In addition to her digital presence, she continues to thrive working diligently behind the scenes for our clients assisting with project roll-outs and day-to-day operations as well.