2024 Call Center Industry Award Winners
SQM benchmarks over 500 leading North American call 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 call 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 call center industry. We have been recognizing top-performing call 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 call center. For the 2024 Call Center Industry Awards, SQM conducted customer and employee experience studies for the period of January 1 to December 31, 2024.
For each call center that participated in the customer experience study, SQM completed a minimum of 400 post-contact surveys. For each call center that participated in the employee benchmarking study, SQM completed a minimum of 100 agent surveys, or, if the call center had less than 100 agents, 90% of the agent workforce completed surveys. CX Best Practice Awards acknowledge organizations that have demonstrated a best practice that 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 2024. These prestigious customer experience industry awards will be presented at our 26th annual awards ceremony, held at the DeSoto Hotel in Savannaha, Georgia, on April 30 - May 1, 2025.
Customer Experience Awards
Call Center of the Year
Criteria used for Call Center of the Year are primarily based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating. Other operational, customer and employee data may be factored in.
Winner
Blue Cross and Blue Shield of Kansas
Finalists
- JACKSON
- PerfomRx
Best Performing Small- to Mid-Sized Call Center
Criteria used for Best Performing Small- to Mid-Sized Call Center (between 25 to 99 agents) are primarily based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating. Other operational, customer, and employee data may be factored in.
Winner
Blue Cross and Blue Shield of Vermont
Finalists
- Highmark (Federal Employee Program)
- Marchon/Altair
Call Center World Class FCR Certification
Criteria used for Call Center World Class FCR Certification is 80% or higher of customers getting their contact resolved on the first call to the call center (FCR) for 3 consecutive months or more.
- 407 ETR (Commercial)
- 407 ETR (Contact Centre)
- Alberta Blue Cross
- Blue Cross and Blue Shield of Kansas
- Blue Cross and Blue Shield of Kansas City (Commercial)
- Blue Cross and Blue Shield of Kansas City (Federal Employee Program)
- Blue Cross and Blue Shield of Vermont
- Blue Cross Blue Shield Nebraska (Federal Employee Program)
- Blue Cross Blue Shield of Massachusetts (Government/Medicare Sales)
- BlueCross BlueShield of Illinois (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 Corporate Customer Support (Loyalty)
- Independence partner FutureScripts
- JACKSON
- Marchon/Altair
- PerformRx (Prescriber Pharmacy)
- Security Health Plan
- Vancity Savings Credit Union (Member Care)
- VSP Vision Care
Web Self-Service World Class FCR Certification
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.
FortisBC
IVR Self-Service World Class FCR Certification
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.
FortisBC
Agent of the Year
To be eligible the agent must be World Class CX Certified. The criteria for a World Class CX Certified Agent 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 agent who handled their call. Call center management must also send an example of a great customer service story that the agent delivered.
Winner
TBD.
Finalists
| Name | Organization |
|---|---|
| Abria Gaynor | Florida Blue (Federal Employee Program) |
| Alahna Bacheler | Florida Blue (Federal Employee Program) |
| Amandeep Boparai | 407 ETR |
| Andrea Kendall | VSP Vision Care |
| Anna Marshall | VSP Vision Care |
| Brittany Morris | BlueCross BlueShield of South Carolina (State Health Plan) |
| Carlene Curtis | BlueCross BlueShield of South Carolina (Major Group) |
| Chanarrah Diamond | BlueCross BlueShield of South Carolina (Medicare Advantage) |
| Cheyenne Womack | BlueCross BlueShield of South Carolina (National Alliance) |
| Connor Armstrong-Centeno | Mr. Cooper |
| Cristal Gonzalez | VSP Vision Care |
| Dana Flowers | Blue Cross and Blue Shield of North Carolina |
| Eudeeta Washington | BlueCross BlueShield of South Carolina (National Alliance) |
| Heather Hayes | Blue Cross and Blue Shield of Kansas |
| Helen Whyte | Alberta Blue Cross |
| Janel Martinez | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Jason O'Connell | Security Health Plan |
| Jennifer Cassady | BlueCross BlueShield of South Carolina (BlueChoice Health Plan) |
| Jennifer Schwab | Consumers Energy |
| Jennifer Weigel | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Johnie Devine | Mr. Cooper |
| Kara Rice | VSP Vision Care |
| Kayla Evans | Blue Cross and Blue Shield of Kansas City |
| Kimberly LeDuke | Consumers Energy |
| Lacey Williams | Blue Cross and Blue Shield of Kansas City |
| Lanette Brooks | Mr. Cooper |
| Larry Davies | Marchon/Altair |
| Marnee Heppner | HCSC (Federal Employee Program) |
| Marsay Garner | Regence BlueCross BlueShield Plans (Federal Employee Program) |
| Maureen Steele | VSP Vision Care |
| Mayra Munoz | Mr. Cooper |
| Michael Droll | Marchon/Altair |
| Michelle Leduc | Blue Cross and Blue Shield of Vermont |
| Monica Morzinski | Security Health Plan |
| Nekia Tubbs | Blue Cross and Blue Shield of North Carolina |
| Noelle Shaw-Moore | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Pam Lipka | Alberta Blue Cross |
| Priscilla Gutierrez | HCSC (Federal Employee Program) |
| Quita Weston | Blue Cross and Blue Shield of Kansas City |
| Sarra Woods | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Sierra Walker | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Stacey Meuche | Consumers Energy |
| Tara Morrison | Blue Cross Blue Shield of Massachusetts |
| Terry Lyn Bicknell | Blue Cross and Blue Shield of Vermont |
| Theresa Goodwin | BlueCross BlueShield of South Carolina (BlueChoice Health Plan) |
| Tim Fisher | First West Credit Union |
| Tonya Abear | Regence BlueCross BlueShield Plans (Commercial ASO) |
| Tonya Cunnings | Consumers Energy |
| Wendi Anibas | Security Health Plan |
| Zantasia Jackson | Mr. Cooper |
Agent Top CX Improvement
To be eligible the agent 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 agent who handled their call. Call center management must also send an example of a great customer service story that the agent delivered.
Winners
| Name | Organization |
|---|---|
| Amil Smith | Florida Blue (Federal Employee Program) |
| Christine Jones | Regence BlueCross BlueShield Plans (Federal Employee Program) |
| Laura Bomm | Security Health Plan |
| Nicole Abney | BlueCross BlueShield of South Carolina (G&I) |
| Tonya Osborne | CareFirst BlueCross BlueShield |
Supervisor of the Year
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 agents must also send an example of a great Call Resolution or Csat coaching story.
Winner
TBD.
Finalists
| Name | Organization |
|---|---|
| Janelle Mills | VSP Vision Care |
| Lindsay Segale | Blue Cross and Blue Shield of Vermont |
| Michelle Pratt | Blue Cross Blue Shield of Massachusetts |
| Nicolas Campos | Mr. Cooper |
| Todd Connery | Blue Cross and Blue Shield of Kansas City |
| Kerry Cowart | HCSC (Federal Employee Program) |
Supervisor Top CX Improvement
To be eligible the supervisor must have a 5% or greater annual World Class CX metric improvement from the previous year.
Winners
| Name | Organization |
|---|---|
| Marvell Ann Boseman | BlueCross BlueShield of South Carolina (National Alliance) |
| Stephanie Watts | BlueCross BlueShield of South Carolina (BlueChoice Health Plan) |
Highest Customer Experience in the Contact Center Industry
| Winners | Category | Criteria |
|---|---|---|
| Marchon/Altair | Highest Omni-Channel Customer Service | 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 | Highest Web Self-Service Customer Service | This award recognizes the contact center with the highest overall Csat (top box rating) for the web self-service channel. |
| FortisBC | Highest IVR Self-Service Customer Service | This award recognizes the contact center with the highest overall Csat (top box rating) rating for the IVR self-service channel. |
| Blue Cross and Blue Shield of Kansas | Highest Email Customer Service | This award recognizes the contact center with the highest overall Csat (top box rating) rating for the email channel. |
| FortisBC | Highest Chat Customer Service | This award recognizes the contact center with the highest overall Csat (top box rating) rating for the chat channel. |
Highest Customer Service by Industry
Criteria used for Highest Customer Service By Industry are based on the organization having the highest FCR rating in each specific industry/sector.
| Winners | Category |
|---|---|
| Vancity Savings Credit Union | Banking |
| JACKSON | Financial |
| Canadian Tire Bank | Credit Card |
| VSP Vision Care | Insurance |
| Security Health Plan | Health Care |
| BlueCross BlueShield of Montana / Highmark *tie | Health Care Federal Employee Program |
| Independence partner FutureScripts | Pharmacy |
| FortisBC | Energy |
| Name Withheld | Telco/TV |
| Name Withheld | Helpdesk |
| BC Hydro | Government |
| JACKSON | Business to Business |
| Security Health Plan | Non-Profit |
First Call Resolution Improvement
Criteria used for First Call Resolution Improvement is based on a 5% or greater annual FCR improvement from the previous year.
- AmeriHealth Caritas Member Services
- CareFirst (Dental)
- Consumers Energy (Chicago, Grand Rapids, Lansing, Royal Oak, Saginaw)
- Consumers Energy Business Center
- Highmark New York
- Horizon Blue Cross Blue Shield of New Jersey (Results)
- Independence Blue Cross (AmeriHealth Administrators)
- Mr. Cooper (Rushmore)
- PerformRx (Member)
- Petro-Canada (Concentrix)
- Regence Blue Shield Washington (Federal Employee Program)
- Rogers Communications – Customer Care
- Rogers Communications – Technical Support
- Triple-S Salud
Employee Experience Awards
Highest Employee Experience for the Call Center Industry
Criteria used for Highest Employee Experience for the Call Center Industry is based on having the highest employee overall very satisfied (top box rating) rating with working in their call center.
Winner
Blue Cross and Blue Shield of Kansas
Most Improved Employee Experience
Criteria used for Most Improved Employee Experience is based on having the most improved employee overall very satisfied (top box rating) with working in their call center.
Winner
Blue Cross and Blue Shield of Vermont
Highest Employee Experience by Industry
Criteria used for Highest Employee Experience by Industry is based on having the highest employee overall very satisfied (top box rating) with working in their call center for each specific industry/sector.
| Winners | Category |
|---|---|
| Canadian Tire Bank | Financial |
| Name Withheld | Insurance |
| Blue Cross and Blue Shield of Vermont | Health Care |
World Class Employee Experience
Criteria used for World Class Employee Experience is based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box rating).
Winners
- Name Withheld
- Blue Cross and Blue Shield of Kansas
- Blue Cross and Blue Shield of Kansas City
- Blue Cross and Blue Shield of Vermont
- Canadian Tire Bank
- Highmark (Federal Employee Program)
- Marchon/Altair
- PerformRx
FCR Leadership
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.
Winners
| Name | Organization |
|---|---|
| TBD | TBD |
| TBD | TBD |
Previous Award Winners
Explore our awards archive to discover all the past winners of SQM's Call Center Customer Service Industry Awards, spanning from 2006 onwards!
Interested In Awards?
Find out how you can qualify for these awards and be recognized for your contact center CX success and improvement. Connect with SQM today.