1 of 2 Press Releases for SQM Awards
Published on January 28, 2016 on PRWeb.com

SQM is pleased to announce the winners for our 2015 awards for Voice of the Customer Excellence program. This is SQM’s 17th Annual Most Prestigious North American Contact Center Industry 2015 Awards for Service Quality Excellence.

SQM benchmarked over 500 leading North American contact centers during the period of January 1 to December 31, 2015. For SQM’s award program, we telephone surveyed customers within two business days of their contact with the contact center to understand the customer experience. SQM’s awards are primarily based on first contact resolution and customer satisfaction with the service experience.

Our Best Practice Awards will be announced in a second Press Release on February 15th.

Today, we are very proud to honor the following top Award winners and finalists:

Contact Center of the Year Award Winner VSP Vision Care
Contact Center of the Year Award Finalist Canadian Tire Bank
Contact Center of the Year Award Finalist Jackson


Best Performing Small- to Mid-Size Contact Center Winner BlueCross BlueShield of Vermont
Best Performing Small- to Mid-Size Contact Center Finalist 407 ETR
Best Performing Small- to Mid-Size Contact Center Finalist TELUS Sourcing Solutions Inc.


Contact Center World Class FCR Certification (80% or higher FCR for 3 months or more)
211 Ontario
407 ETR
BC Automobile Association (BCAA)
Blue Cross Blue Shield of Michigan (Web Support Help Desk)
BlueCross BlueShield of Vermont
Canadian Tire Bank
Canadian Tire Roadside
Enbridge Large Business Accounts
FortisBC (Contact Center & Website Self-Serve)
Genworth Life Customer Service
Insurance Corporation of BC (DTVI & BEU)
Marchon Eyewear Inc.
Millennium1 Solutions (Credit Card Sales Segment)
Prime Therapeutics (Nebraska & New Mexico)
Regence BlueCross BlueShield of Oregon
Rogers Enterprise Service Delivery
Scotiabank (Halifax)
Scotiabank International (Dominican Republic)
Scotiabank International (Jamaica)
Scotiabank International (Mexico)
ScotiaLife Financial
Sun Life Financial Group Retirement Services (Waterloo)
VSP Vision Care (California & Ohio)

Highest Customer Satisfaction for the Contact Center Industry Awards
Vancity – Best Selling Customer Satisfaction
Canadian Tire Bank – Highest Omni-Channel Customer Service
Cogeco Connexion – Highest Field Services Customer Service

Highest Customer Service by Industry Awards
Vancity – Banking
Jackson – Financial
Canadian Tire Bank – Credit Card
VSP Vision Care – Insurance
Prime Therapeutics – Health Care
Prime Therapeutics – Pharmacy
Blue Cross of Idaho – Health Care FEP
Cogeco Connexion (Storefront) – Retail/Service
ENMAX, Inc. – Energy
Cogeco Connexion – Telco/TV
Blue Cross Blue Shield of Michigan (Web Support Help Desk) – Helpdesk
211 Ontario – Government
Marchon Eyewear Inc. / VSP Vision Care – Business to Business

First Call Resolution Improvement Awards
407 ETR (Collections)
Blue Cross and Blue Shield of Illinois
Blue Cross and Blue Shield of Montana
Blue Cross and Blue Shield of New Mexico
Blue Cross and Blue Shield of Oklahoma
Blue Cross and Blue Shield of Texas
CareFirst BlueCross BlueShield
Canadian Tire Customer Relations
Enbridge Large Business Accounts
Excellus BlueCross BlueShield
Independence Blue Cross Administrators
Millennium1 Solutions (Credit Card Sales Segment)
Millennium1 Solutions (Credit Card Sales and High Value Segments)
Nationstar Mortgage (3rd year running)
ScotiaLife Financial

For a full listing of SQM’s Contact Center Industry 2015 Award Winners
for VoC and VoE Excellence click here

SQM Group would like to congratulate all award winning organizations along with their CSRs and Supervisors on their achievements throughout the year. Their world class performance is vital to their organization’s success! SQM is pleased to arrange press interviews with the executive contacts within our prestigious winning organizations. Please contact us at SQM to discuss next steps.

SQM will be presenting the 2015 Contact Center Industry Awards for Service Quality Excellence at SQM’s annual conference held in Coeur d’Alene, Idaho, May 17th – 19th, 2016.
For questions about the SQM Awards please contact:

Sarah Kennedy, Senior Vice President
+1 (800) 446-2095

About SQM Group

Service Quality Measurement (SQM) Group is a specialist firm for assisting organizations in using voice of the customer (VoC) research data to measure and improve contact channel customer experience, operating costs and retention. Since 1996, SQM Group’s customer survey research and best practices consulting services have helped clients improve their contact center first contact resolution (FCR) performance. In fact, SQM enjoys a 95% retention rate with over 70% of our contact center tracking clients improving their contact channel FCR and operating costs year over year. For the average contact center SQM benchmarks, a 1% improvement in their FCR performance equals $286,000 in annual operational savings. SQM Group benchmarks over 500 leading international contact centers on an annual basis in 15 countries around the globe.

SQM also benchmarks and tracks all the major contact channels (i.e., website, call center, IVR, email and site). Our site contact channels include branch, retail store, dispatching and service work. By conducting contact center benchmarking and tracking studies on these contact channels, organizations can get insights into customers’ experiences using these contact channels individually or using multiple contact channels, to get their inquiry resolved. For all the contact channel benchmarking and tracking studies, SQM focuses on the customer’s experience in achieving first contact resolution. SQM annually conducts 1.5 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service.

SQM’s Awards Program is the most prestigious and sought after North American contact channel FCR awards program. Our awards are based on customers who have used a contact channel and employees who work in a contact center. These awards are considered to be the fairest and most credible service quality awards for measuring the customer’s experience when using a contact channel because they are based on FCR performance. We have recognized top performing organizations for FCR, Csat and Esat since 1998.

SQM’s Certification Program is designed to determine if contact centers, supervisors and customer service representatives are performing at the world class call FCR and customer satisfaction performance level. Our FCR and customer satisfaction certification program is the most credible and rewarding certification program in the contact center industry because certification is based on your customers’ experience calling your contact center. Certification is based on surveying customers who have just recently called a contact center.

SQM has two state-of-the-art research contact centers located in Coeur d’Alene, Idaho and Vernon, British Columbia, to conduct professional customer surveys with customers who used a contact channel. SQM is recognized as a leading contact channel research firm VoC expert for analyzing FCR, Csat, and customer experience performance.