Contact Center Industry 2014 Award Winners for VoC Excellence
Conference & Awards Videos

SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1.5 million surveys with customers who have used a contact center, email, website, IVR 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. SQM does business in 15 countries around the globe including United States, Canada, Australia, India, Philippines, Chile, Mexico, Jamaica, Costa Rica, Peru, and the United Kingdom. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of January 1, 2015 to December 31, 2015.

For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

In addition, 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. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

SQM has more than 60 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2015. These prestigious contact center industry awards were presented at our annual conference, held in Coeur d’Alene, Idaho, May 17th – 19th, 2016.

call-center-awards
VSP Vision Care
VSP Vision Care
Contact Center of the Year Award
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Contact Center of the Year Award

Organization

  • Contact Center of the Year Winner:
  • VSP Vision Care
  •  
  • Contact Center of the Year Finalists:
  • Canadian Tire Financial Services – Sales and Service
  • Jackson

Criteria

Criteria used for Contact 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-Size Contact Center Award

Organization

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

Criteria

Criteria used for Best Performing Small- to Mid-Sized Contact Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

Contact Center World Class FCR Certification

Criteria

Criteria used for Contact Center World Class FCR Certification are 80% or higher of the calls are FCR for 3 months or more. SQM’s FCR call criteria are based on the customer’s call being resolved on the first call

 

Web Self-Service World Class FCR Certification

Organization

Criteria

Criteria used for Website Self-Service World Class FCR Certification are 80% or higher of the contacts are FCR for 3 months or more. SQM’s FCR contact criteria are based on the customer’s contact being resolved on the first contact with the website

Best Practices Award Winners

Category

Organization

1. Omni-Channel American Express
2. Web Self-Service Channel FortisBC
3. IVR Self-Service Channel VSP Vision Care
4. Chat Channel UPMC Health Plan
5. Quality Assurance Millennium1 Solutions
6. Desktop Application(s) Comcast Cable
7. CSR Recognition Program BlueCross BlueShield of Vermont
8. Career Development Program Sun Life Financial
9. Call Handling Practice Canadian Tire Financial Services
10. Real-Time CSR Support Queue Blue Cross Blue Shield of Massachusetts
11. Performance Management System Cogeco Connexion
Scotia iTRADE
12. CSR Coaching Program Nationstar Mortgage
13. CSR Training Program Dialog Direct / Prime Therapeutics
VSP Vision Care
14. CSR Hiring Process Accenture Business Services for Utilities Inc
15. Standard Operating Practices FedEx Express Canada

Criteria

These awards recognize the organization that has demonstrated they have improved or helped maintain high FCR and Csat performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance

Contact Center World Class Best Practice Certification

Category

  • CSR Coaching Program

Criteria

To be eligible, an organization must complete a minimum sample size of 100 CSR online surveys, or 90% of employees if less than 100 employees at the organization, must have completed the online survey.

Customer surveying must have been conducted for a minimum of 3 consecutive months during the Award year from January 1, 2015 to December 31, 2015. A minimum sample size of 800 customer live telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.

Best Practice criteria must be validated by an onsite evaluation conducted by an SQM Consultant.

CSR Finalists for CSR of the Year

CSR Name

Organization

Troy Hammond Little AmeriHealth Caritas
Daniel Peters Blue Cross Blue Shield of Massachusetts
Alex Beeks Blue Cross and Blue Shield of South Carolina
*Pamela Cragin Blue Cross and Blue Shield of South Carolina
Amir Shokoohi Blue Cross and Blue Shield of South Carolina
Amanda Emerson BlueCross BlueShield of Vermont
Amy Duhamel BlueCross BlueShield of Vermont
Terry Kelty BlueCross BlueShield of Vermont
Samantha Cook CareFirst BlueCross BlueShield
Enza Pitruzzella LoyaltyOne
Nazreen Abdulla LoyaltyOne
Tyler Fitzsimons Marchon Eyewear Inc.
Anderson Henry Millennium1 Solutions
Awaldi Stuart Millennium1 Solutions
Kaylyn Beckwith Millennium1 Solutions
Trina Hardiman Millennium1 Solutions
Joseph Jablanofsky Nationstar Mortgage
Russel Valendo Nationstar Mortgage
Heather Sundheim Premera Blue Cross
Brooke Jobe Regence BlueCross BlueShield
Mona Rghif Scotia iTRADE
Sammer Salama Scotia iTRADE
Ruby Sahota Sun Life Financial
Stephanie Motovsky Sun Life Financial
Carol Elder VSP Vision Care

Criteria

To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 85% or higher of the calls surveyed are at the world class call level. SQM’s world class call criteria are based on the customer’s call being resolved and the customer is overall very satisfied (top box response) rating with the customer service representative (CSR). Call center management must also send an example of a great customer service story that the CSR delivered.

CSR Top 5 World Class Csat Improvement Winners

CSR Name

Organization

Heather Wachs Blue Cross and Blue Shield of Kansas
Rajesh Gill ENMAX, Inc.
Gloria Fritz Regence BlueCross BlueShield
Kirk Chase VSP Vision Care
Irene Dent VSP Vision Care

Criteria

To be eligible, a customer representative must have improved their WCC (World Class Call) performance by 10% from the previous year. SQM’s WCC criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and very satisfied with the CSR. Call center management must also send an example of a great CSR Csat improvement story.


Supervisor of the Year

Supervisor Name

Organization

*Shantell Edwards 407 ETR
Lindsey Abbott Blue Cross and Blue Shield of Kansas
Shawn Nichols ENMAX, Inc.
Muriel Rafuse Millennium1 Solutions
Lucie Novotny Sun Life Financial
Jennifer Riggle VSP Vision Care

Criteria

To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 85% or higher of the calls surveyed are at the world class call level. Call center management or CSRs must also send an example of a great Call Resolution or Csat coaching story.


Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Contact Center Industry Awards

Organization

Award

Criteria

Vancity 1. Best Selling Customer Satisfaction 1. This award recognizes the contact center with the highest Csat (top box response) rating for selling approach
Canadian Tire Financial Services – Sales and Service 2. Highest Omni-Channel Customer Service 2. This award recognizes the contact center with the highest overall Csat (top box response) rating for the entire omni-channel experience
FortisBC 3. Highest Web Self-Service Customer Service 3. This award recognizes the contact center with the highest overall Csat (top box response) rating for the web self-service channel
Cogeco Connexion 4. Highest Field Services Customer Service 4. This award recognizes the contact center with the highest overall Csat (top box response) ratings for the fields services channel

Highest Customer Service by Industry Awards

Organization

Award

Vancity Banking
Jackson Financial
Canadian Tire Financial Services – Sales and Service 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. Business to Business
VSP Vision Care

Criteria

Based on having the highest FCR for an organization in each specific industry/sector

First Call Resolution Improvement Awards

Criteria

Based on a 5% or greater annual FCR improvement from the most recent study within the last two years

The Best Vendor Customer Solution Award

Organization

  • Ulysses Learning

Criteria

This award is presented to the vendor who has been mentioned the most in an unsolicited manner from organizations for helping them improve their first contact resolution and customer satisfaction performance.

Employee Satisfaction Awards

Highest Employee Satisfaction for the Contact Center Industry Award

Criteria

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

Most Improved Employee Satisfaction Award

Organization

Criteria

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

Highest Employee Satisfaction by Industry Awards

Organization

Award

Arizona Public Service Energy
Canadian Tire Financial Services – Sales and Service Financial
VSP Vision Care Insurance
BlueCross BlueShield of Vermont Health Care
TELUS Sourcing Solutions Inc. Outsourcer

Criteria

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

Highest Work From Home Employee Satisfaction

Organization

Criteria

Based on having the highest employee overall very satisfied (top box response) rating for work from home CSRs

World Class Employee Satisfaction Awards

Criteria

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

FCR Leadership Awards

FCR Leader

Organization

Steve Akeley Blue Cross Blue Shield of Massachusetts
Windy McClure Consumers Energy
Kathy Rodine VSP Vision Care

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

FCR Champion Awards

FCR Champion

Organization

Elaine Caldwell CooperVision
Nancy Earley Excellus BlueCross BlueShield
Holly Abbott Millennium1 Solutions
Ken Baur Security Health Plan

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

SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR 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. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of January 1, 2014 to December 31, 2014.

For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

In addition, 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. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

SQM has more than 50 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2014. These prestigious contact center industry awards will be presented at our annual conference, held in Coeur d’Alene, Idaho, June 2 – 4, 2015.

call-center-awards
Canadian Tire Financial Services (CRCC)
Canadian Tire Financial Services (CRCC)
Call Center of the Year
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Call Center of the Year Award

Organization

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/Mid-Size) Call Center Award

Organization

  • Best Performing (Small/Mid Size) Call Center Winner:
  • TELUS Sourcing Solutions Inc.
  •  
  • Best Performing (Small/Mid-Size) Call Center Award Finalists:
  • Alberta Blue Cross
  • BC Automobile Association (BCAA)

Criteria

Criteria used for Best Performing Small/Mid-Size Call Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

 

Call Center World Class Certification

Criteria

Criteria used for Call Center World Class Certification are 80% or higher of the calls are at the world class level for 3 months or more. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative (CSR)

Call Center FCR Best Practice Award Winners

Category

Organization

  • GOLD: 407 ETR
  • SILVER: Millennium1 Solutions
  • BRONZE: Blue Cross Blue Shield of Michigan
  • GOLD: Comcast Cable
  • SILVER: Nationstar Mortgage
  • BRONZE: Starwood Hotels & Resorts
  • GOLD: Sun Life Financial
  • SILVER: BlueCross and BlueShield of South Carolina
  • BRONZE: ENMAX, Inc.
  • GOLD: VSP Vision Care
  • SILVER: Blue Cross Blue Shield Massachusetts
  • BRONZE: Cogeco Cable
  • GOLD: Scotia iTRADE
  • SILVER: Regence BlueCross BlueShield
  • BRONZE: Canadian Tire Financial Services / Millennium1 Solutions
  • GOLD: MedSolutions
  • SILVER: Nationstar Mortgage
  • BRONZE: Scotiabank International (Mexico)
  • GOLD: Premera Blue Cross
  • SILVER: BlueCross and BlueShield of South Carolina / Canadian Tire Financial Services
  • BRONZE: Blue Cross Blue Shield of North Carolina

Criteria

These awards recognize the organization that has demonstrated they have improved or helped maintain high FCR and Csat performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance

Vendor FCR Best Practice Award Winners

Category

Organization

1. Quality Assurance Program Millennium1 Solutions
2. Desktop Application(s) Oracle Corporation
3. Call Handling Practice Genesys / Virtual Hold Technology
4. Performance Management System CallMiner Inc.
5. CSR Coaching Program Ulysses Learning
6. CSR Training Program C3/ CustomerContactChannels
7. CSR Hiring Process FurstPerson

Criteria

These awards recognize the vendor organization that has demonstrated they have improved or helped maintain high FCR and Csat performance for their clients. Vendors submit specific practices they have used to improve or maintain high FCR and Csat performance for their clients.

CSR Finalists for CSR of the Year

CSR Name

Organization

Jordana White 407 ETR
Daniel Waterman BlueCross and BlueShield of South Carolina
Eric Marks BlueCross and BlueShield of South Carolina
Erika Worthy BlueCross and BlueShield of South Carolina
Anden Drolet BlueCross BlueShield of Vermont
*Candace Pischetola BlueCross BlueShield of Vermont
Cindy Tilotson BlueCross BlueShield of Vermont
Heather Young BlueCross BlueShield of Vermont
Paula Miller CareFirst
Patty Nauss Millennium1 Solutions
Jerry Dormido Nationstar Mortgage
Heather Sundheim Premera Blue Cross
Leslie Wassmuth Regence BlueCross BlueShield
Trisha Wells Regence BlueCross BlueShield
Anna Gizicki Scotia iTRADE
Melliza Beroy Scotia iTRADE
Danielle Angus Scotiabank International (Jamaica)
Erica Kelloway Sun Life Financial
Genevieve Tees Sun Life Financial
Kerri Schebesch Sun Life Financial
Michelle Robinson Sun Life Financial
Davor Ilic TELUS Sourcing Solutions Inc.
Jennifer Ryan TELUS Sourcing Solutions Inc.
Rachael Clarke TELUS Sourcing Solutions Inc.
Kelly Durkee VSP Vision Care

Criteria

To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 80% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that the CSR delivered.

CSR World Class Csat Improvement Winners

CSR Name

Organization

Lori Guy-Robinson Blue Cross Blue Shield of Michigan
Amy Duhamel BlueCross BlueShield of Vermont
Peter O’Meara ICBC (Insurance Contact Centres)
Abraham (Greg) Mucyo Nationstar Mortgage
Lauren Balzer Sun Life Financial

Criteria

To be eligible, a customer representative must have improved their WCC (World Class Call) performance by 10% from the previous year. SQM’s WCC criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and very satisfied with the CSR. Call center management must also send an example of a great CSR Csat improvement story.

Supervisor Finalists for Supervisor of the Year

Supervisor Name

Organization

Janalee Willett BlueCross BlueShield of Vermont
Dede Tobin Regence BlueCross BlueShield
*Sue Fordyce Rogers
Jefferian Thompson-Pratt Scotiabank International (Jamaica)
Alexandrea Roopram Sun Life Financial
Jennifer Riggle VSP Vision Care

Criteria

To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 80% or higher of the calls surveyed are at the world class call level, in which customers are overall very satisfied (top box response) with their call center experience, very satisfied with the person who handled their call and that the call was resolved . Call center management or CSRs must also send an example of a great Call Resolution or Csat coaching story.

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Contact Center Industry Awards

Organization

Award

Criteria

Scotiabank 1. Best Selling Customer Satisfaction 1. This award recognizes the call center with the highest Csat (top box response) rating for selling approach
Scotiabank 2. Highest IVR Customer Satisfaction Self Serve 2. This award recognizes the call center with the highest overall Csat (top box response) rating for a self-serve IVR

Highest Customer Service by Industry Awards

Organization

Award

Scotiabank International (Jamaica) / Scotiabank International (Trinidad and Tobago) Banking
Jackson Financial
Canadian Tire Financial Services (CRCC) Credit Card
VSP Vision Care Insurance
Sun Life Financial Group Benefits Health Care
Petro-Canada Retail/Service
ENMAX, Inc. Energy
Cogeco Cable Telco/TV
407 ETR Union
CNH Industrial Parts & Service Helpdesk
211 Ontario Government
Jackson Business to Business

Criteria

Based on having the highest FCR for an organization in each specific industry/sector

First Call Resolution Improvement Awards

Criteria

Based on a 5% or greater annual FCR improvement from the most recent study within the last two years

Employee Satisfaction Awards

Highest Employee Satisfaction for the Contact Center Industry Award

Criteria

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

Highest Employee Satisfaction by Industry Awards

Criteria

Based on having the highest employee overall very satisfied (top box response) rating with working in their call center for each specific industry

World Class Employee Satisfaction Awards

Criteria

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

FCR Leadership Awards

FCR Leader Name

Organization

Dave Difelice Canadian Tire Financial Services
Tom Band Millennium1 Solutions
Joanne Walch Regence BlueCross BlueShield

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, President and Founder of SQM Group

FCR Champion Awards

FCR Champion Name

Organization

Emily Fair Blue Cross and Blue Shield of Vermont
Mauricio Ramos Scotiabank International
Laura Martin Scotia iTRADE

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, President and Founder of SQM Group

SQM benchmarks over 450 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR 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. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of January 1, 2013 to December 31, 2013.

For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

In addition, 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. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2013. These prestigious contact center industry awards will be presented at our annual conference, held in Washington, D.C., April 15th & 16th, 2014.

call-center-awards
Award Winners 2013
 

Canadian Tire Financial Services (CRCC)
 Canadian Tire Financial Services (CRCC)
Call Center of the Year Finalists 2013 Group Photo
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Call Center of the Year Award Finalists

Organization

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

Call Center of the Year Finalists 2013 Group Photo

Best Performing (Small/Mid Size) Call Center Award Winner

Organization

Criteria

Criteria used for Best Performing Small/Mid Sized Call Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

Best Performing (Small/Mid Size) Call Center Award Finalists 2013 Group Photo

Call Center World Class Certification

Criteria

Criteria used for Call Center World Class Certification are 80% or higher of the calls are at the world class level for 3 months or more. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

Best Practice Award Finalists

Category

Organization

  • BCBS South Carolina
  • DTE Energy
  • 407 ETR
  • Comcast Cable
  • TELUS Sourcing Solutions Inc.
  • University of California Davis Health System
  • 5. Call Handling Real-Time CSR Support Queue
  • Group Photo
  •  

Criteria

These awards recognize the organization that has demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance. Organizations submit specific practices they have used to improve or maintain high first call resolution (FCR) and customer satisfaction (Csat) performance.

CSR Finalists for CSR of the Year

CSR Name

Organization

Aidan Lyall Canadian Tire Financial Services
Jo-Ann Topolinsky Canadian Tire Financial Services
Joslyn Knight Cherr CareFirst
Lynn Desouza Sun Life Financial
Max Tardie BlueCross BlueShield of Vermont
Pamela Cragin BlueCross BlueShield of South Carolina
Rachael Clarke TELUS Sourcing Solutions Inc.
Sarah Pollard BlueCross BlueShield of Vermont
Susan Elkins VSP Vision Care
*Tara Gray Sun Life Financial
Wendy Cleversey Millennium1 Solutions (PC Bank)

Criteria

To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 80% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that the CSR delivered.

* CSR of the Year Winner
CSR of the Year Finalists Group Photo
CSR of the Year Interview Video

Great CSR Customer Service Stories from 2013

CSR Top 10 World Class Csat Improvement Winners

CSR Name

Organization

Bikki Wong Rogers Business Care
Bilal Coleman VSP Vision Care
Kimberly Bloomfield VSP Vision Care
Lucie Novotny Sun Life Financial
Manuel Liriano Scotiabank International (Dominican Republic)
Maya Mironova Rogers Business Care
Mitchell Dronfield Sun Life Financial
Sonia Macri Rogers Business Care
Travis Kritsch Sun Life Financial
Varleen Glennycia Rymer CareFirst

Criteria

To be eligible, a customer representative must have improved their WCC (World Class Call) performance by 10% from the previous year. SQM’s WCC criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their contact center experience and very satisfied with the CSR. Contact center management must also send an example of a great CSR Csat improvement story

CSR World Class Csat Improvement Winners Group Photo

Great CSR Improvement Stories from 2013

Supervisor Finalists for Supervisor of the Year

Supervisor Name

Organization

Amyn Sumar ENMAX
*Karen Lyons Highmark
Marc Albert Sun Life Financial
Patricia Nieusma BlueCross BlueShield of Vermont
Shelly Limpach VSP Vision Care
Wendy Chevrette Canadian Tire Financial Services

Criteria

To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 80% or higher of the calls surveyed are at the world class call level, in which customers are overall very satisfied (top box response) with their contact center experience, very satisfied with the person who handled their call and that the call was resolved. Contact center management or CSRs must also send an example of a great Call Resolution or Csat coaching story

* Supervisor of the Year Winner
Supervisor of the Year Finalists Group Photo
Supervisor of the Year Interview Video

Great Supervisor Stories from 2013

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Contact Center Industry Awards

Organization

Award

Criteria

U.S. Bank – 24 Hour Banking 1. Best Selling Customer Satisfaction 1. This award recognizes the contact center with the highest customer satisfaction (top box response) rating for selling approach
TD Canada Trust 2. Highest IVR Customer Satisfaction for Self Serve 2. This award recognizes the contact center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
Cogeco Cable (Quebec) 3. Highest IVR Navigation to the Right CSR 3. This award recognizes the contact center with the highest IVR navigation to the right CSR the first time

Highest Customer Service by Industry Awards

Organization

Award

TD Bank, America’s Most Convenient Bank Banking
Jackson Financial
Canadian Tire Financial Services (CRCC) Credit Card
VSP Vision Care Insurance
Blue Cross Blue Shield of Kansas (Tie) Health Care
Regence Blue Shield of Washington (Tie) Health Care
OfficeMax (Grand&Toy) Canada Retail/Service
ENMAX, Inc. Energy
Cogeco Cable Telco/TV (Consumer)
Rogers Enterprise Service Delivery Telco/TV (B2B)
Insurance Corporation of BC Union
Case New Holland Helpdesk
Region of Halton Government
VSP Vision Care Business to Business

Criteria

Based on having the highest FCR for an organization in each specific industry/sector

Highest Claims Experience Satisfaction Award

Organization

Criteria

This award recognizes the call center with the highest customer satisfaction (top box response) rating for claims experience

First Call Resolution Improvement Awards

Criteria

Based on a 5% or greater annual FCR improvement from the most recent study within the last two years

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award

Criteria

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

Most Improved Employee Satisfaction

Organization

Criteria

Based on having the most improved employee overall very satisfied (top box response) rating with working in their call center

Highest Employee Satisfaction by Industry Awards

Organization

Award

Arizona Public Service Energy
Canadian Tire Financial Services Financial
BC Automobile Association (BCAA) Insurance
Blue Shield of California Health Care
TELUS Sourcing Solutions Inc. Outsourcer

Criteria

Based on having the highest employee overall very satisfied (top box response) rating with working in their call center for each specific industry

Highest Work From Home Employee Satisfaction

Organization

Criteria

Based on the highest employee overall very satisfied (top box response) for work from home CSRs

World Class Employee Satisfaction Awards

Criteria

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

FCR Leadership Awards

FCR Leader Name

Organization

Vicki Whichard BlueCross and BlueShield of South Carolina
Mike Miller 407 ETR

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, President and Founder of SQM Group

FCR Champion Awards

FCR Champion Name

Organization

Bernie Victorelli Highmark PA
Cheryl Case Florida Blue
Austin Cobb Nationstar Mortgage

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, President and Founder of SQM Group

SQM benchmarks over 450 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR 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. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of October 1, 2011 to September 30, 2012.

For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

In addition, 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. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2012. These prestigious contact center industry awards were presented at our annual conference, held in Las Vegas, November 16th, 2012.

call-center-awards
Award Winners 2012

Canadian Tire Financial Services (CRCC)
Canadian Tire Financial Services (CRCC)
Call Center of the Year Award Winner
« 1 of 62 »
 

Call Center of the Year Award Winner

Organization

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

Call Center of the Year Finalists 2012 Group Photo

Best Performing (Small/Mid Size) Call Center Award Winner

Organization

Criteria

Criteria used for Best Performing (Small/Mid Size) Call Center (under 100 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating

Best Performing (Small/Mid Size) Call Center Award Finalists 2012 Group Photo

Call Center World Class Certification

Criteria

Criteria used for Call Center World Class Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2012. SQM’s world class criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

CSR Finalists for CSR of the Year

CSR Name

Organization

Aaron McCulloch TELUS Sourcing Solutions Inc.
Alesandro Valenzuela Scotiabank International (Dominican Republic)
Allan Bondi VSP Vision Care
Angela Proulx Sun Life Financial
Cherisse Wallace Scotiabank International (Trinidad and Tobago)
Craig Shantz Sun Life Financial
*Liza Mountford BlueCross BlueShield of Vermont
Jordon Lowe TELUS Sourcing Solutions Inc.
Richard Cloutier Rogers Enterprise Service Delivery
Rokhaya Gueye Rogers Enterprise Service Assurance
Tracy Hall Insurance Corporation of BC (Claims)

Criteria

To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that a CSR delivered

* CSR of the Year Winner
CSR of the Year Finalists Group Photo

Great CSR Customer Service Stories from 2012

CSR Top 10 World Class Csat Improvement Winners

CSR Name

Organization

Caitlin Van Der Maas Sun Life Financial
Cherisse Wallace Scotiabank International (Trinidad and Tobago)
Craig Shantz Sun Life Financial
Dianne Campbell VSP Vision Care
Kavita Sudan ENMAX Encompass, Inc.
Kelly Dodds VSP Vision Care
Liza Mountford BlueCross BlueShield of Vermont
Rebecca Wolfe Sun Life Financial
Terry Lyn Kelty BlueCross BlueShield of Vermont
Walkyria Abelia VSP Vision Care

Criteria

To be eligible, a customer representative must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great CSR Csat improvement story

CSR World Class Csat Improvement Winners Group Photo

Great CSR Improvement Stories from 2012

Supervisor Finalists for Supervisor of the Year

Supervisor Name

Organization

Carla Principato 407 ETR
Chantal Parent BlueCross BlueShield of Vermont
Diana Bechtel Allegra Direct Communications
Jessica Pinkans BlueCross BlueShield of Vermont
*Kimi Miller VSP Vision Care
Samantha Mahabir Rogers Commercial Service Delivery

Criteria

To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great CSR Csat coaching story

* Supervisor of the Year Winner
Supervisor of the Year Finalists Group Photo

Great Supervisor Stories from 2012

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Call Center Industry Awards

Organization

Award

Criteria

U.S. Bank – 24 Hour Banking 1. Best Selling Customer Satisfaction 1. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
TD Canada Trust / TD Bank, America’s Most Convenient Bank 2. Highest IVR Customer Satisfaction Self Serve 2. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
HealthNow New York, Inc. 3. Highest IVR Navigation to the Right CSR 3. This award recognizes the call center with the highest IVR navigation to the right CSR the first time

Highest Customer Service by Industry Awards

Organization

Award

TD Canada Trust Banking
Jackson Financial
Amex Canada, Inc. Credit Card
VSP Vision Care Insurance
Blue Cross Blue Shield of Kansas Health Care
Seton/Emedco Retail/Service
FortisBC Energy
Rogers Business Care Telecommunications/TV
Insurance Corporation of BC Union
Marriott Systems Support Center Helpdesk
211 Ontario Government
VSP Vision Care Business to Business

Criteria

Based on having the first call resolution rating for an organization in each specific industry/sector

First Call Resolution Improvement Awards

Criteria

Based on a 5% or greater annual first call resolution improvement from the most recent study within the last two years

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award

Criteria

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

Highest Employee Satisfaction by Industry Awards

Criteria

Based on having the highest employee overall very satisfied (top box response) rating with working in their call center for each specific industry

Highest Word From Home Employee Satisfaction

Organization

Criteria

Based on the highest employee overall very satisfied (top box response) for work from home CSRs

World Class Employee Satisfaction Awards

Criteria

Based on 45% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating

SQM benchmarks over 450 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR 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. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of October 1, 2010 to September 30, 2011.

For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

In addition, 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. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2011. These prestigious contact center industry awards were presented at our annual conference, held in Toronto, November 17th, 2011.

call-center-awards
Award Winners 2011
 

Call Center of the Year Finalists 2011 Group Photo
Call Center of the Year Finalists 2011 Group Photo
Call Center of the Year Award
« 1 of 54 »
 

Call Center of the Year Award

Organization

Criteria

Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating

Call Center of the Year Finalists 2011 Group Photo

Call Center World Class Call Certification

Criteria

Criteria used for Call Center World Class Call Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2011. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

CSR Finalists for CSR of the Year

CSR Name

Organization

Robert Salisbury Blue Cross of Idaho
Barnney Sandoval Blue Cross Blue Shield of Vermont
Sam Wong Brother Canada
Blaise D’Mello LoyaltyOne
Samina Rifat LoyaltyOne
*Danny Sipchand Rogers Enterprise Service Delivery
Gordon Ryan Scotiabank
Mally Metlege Scotiabank
Tricia Hann Scotiabank
Valerie Dibowski Sun Life Financial
Kim Ostry VSP Vision Care

Criteria

To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that a CSR delivered


*CSR of the Year Winner
*CSR of the Year Finalists Group Photo

Great CSR Customer Service Stories from 2011
 

CSR Top 10 World Class Csat Improvement Finalists

CSR Name

Organization

Daniel McMillan 407 ETR
Anita Kaay Insurance Corporation of BC
Nataly Batlle Scotiabank
Blaine Young Sun Life Financial
Larry Manecas Sun Life Financial
Linda Marschall Sun Life Financial
Nathan Delaquis Sun Life Financial
Sandra Garrett Sun Life Financial
Jennifer Seeley VSP Vision Care
Kim Ostry VSP Vision Care

Criteria

To be eligible, a customer representative must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great CSR Csat improvement story

CSR World Class Csat Improvement Finalists Group Photo

Great CSR Improvement Stories from 2011
 

Supervisor Finalists for Supervisor of the Year

Supervisor Name

Organization

Donald Wynant Blue Shield of California
Sandra Wilson Horizon Blue Cross Blue Shield of New Jersey
Nancy Chia Insurance Corporation of BC
Deborah Aiple Insurance Corporation of BC
Albany Gamero LoyaltyOne
*Lisa Jones Sun Life Financial

Criteria

To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great CSR Csat coaching story

* Supervisor of the Year Winner
Supervisor of the Year Finalists Group Photo

Great Supervisor Stories from 2011
 

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Call Center Industry Awards

Organization

Award

Criteria

The Schwan Food Company 1. Best Selling Customer Satisfaction 1. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
TD Canada Trust 2. Highest IVR Customer Satisfaction Self Serve 2. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
Arizona Public Service 3. Highest IVR Navigation to the Right CSR 3. This award recognizes the call center with the highest IVR navigation to the right CSR the first time

Highest Customer Satisfaction by Industry Awards

Criteria

Criteria used for highest customer satisfaction for each specific industry/sector are based on having the highest world class call rating for an organization

FCR Improvement Awards

Criteria

Criteria are based on a 5% or greater annual FCR improvement from the most recent study within the last two years

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award

Criteria

Criteria used for highest employee satisfaction for the call center industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

Highest Employee Satisfaction by Industry Awards

Organization

Award

Canadian Tire Financial Services (CRCC) Banking
Insurance Corporation of BC (Claims Division) Insurance
Arizona Public Service Energy
Telus Sourcing Solutions Outsourcer

Criteria

Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

Most Improved Employee Satisfaction

Criteria

Criteria are based on highest Esat improvement from previous year

World Class Employee Satisfaction Awards

Criteria

Criteria are based on 45% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating

SQM benchmarks over 450 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR 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. SQM conducts business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, the Dominican Republic and Jamaica. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of October 1, 2009 to September 30, 2010.

For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

In addition, 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. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2010. These prestigious contact center industry awards were presented at our annual conference, held in Toronto, November 17th & 18th, 2010.

call-center-awards

Award Winners 2010

Scotiabank (Nova Scotia)
Scotiabank (Nova Scotia)
Call Center of the Year Award
« 1 of 46 »

Call Center of the Year Award

Criteria

Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating

Call Center World Class Call Certification

Criteria

Criteria used for Call Center World Class Call Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2010. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

CSR Finalists for CSR of the Year

CSR Name

Organization

Catherine Ngo Ngom Davis + Henderson
* Dalmar Godad Scotiabank
Amanda Fitz BCBS of Michigan
Sabeen Sheikh Scotiabank
Ivan Jehangir Insurance Corporation of BC (Claims Division)
Shant Demirjian Scotiabank
Nazreen Abdulla LoyaltyOne – The Air Miles Group
Christopher Ketel Rogers National Customer Care
Wendy Mackay Scotiabank
Tyler Brown Sun Life Financial
Sherri Murphy VSP Vision Care

Criteria

To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great customer service story that a CSR delivered

* CSR of the Year Winner
CSR of the Year Finalists Group Photo

Great CSR Customer Service Stories from 2010

CSR Top 10 World Class Csat Improvement Finalists

CSR Name

Organization

Lisa Bradley Insurance Corporation of BC (Claims Division)
Tory Keks Insurance Corporation of BC (Claims Division)
Shiva Ghazni Rogers National Customer Care
Wendy Flores Rogers National Customer Care
Melanie Burgess Sun Life Financial
Sarah Côté Sun Life Financial
Dianne Campbell VSP Vision Care
Michelle Mosley VSP Vision Care
Tamara Owens VSP Vision Care
William McKechnie VSP Vision Care

Criteria

To be eligible, a customer representative must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great CSR Csat improvement story

CSR World Class Csat Improvement Finalists Group Photo

Great CSR Improvement Stories from 2010

Supervisor Finalists for Supervisor of the Year

Supervisor Name

Organization

Patricia Burnett Insurance Corporation of BC (DTVI)
Jason Taylor Rogers Business Customer Care
* Amy Kelly VSP Vision Care
Vivianne Karaoghlanian Rogers Business Customer Care
Lisa Elliott VSP Vision Care
Michelle Geisel Sun Life Financial

Criteria

To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 75% or higher of the calls surveyed are at the world class call level. Call center management must also send an example of a great CSR Csat coaching story

* Supervisor of the Year Winner
Supervisor of the Year Finalists Group Photo

Great Supervisor Stories from 2010

Supervisor Top 2 World Class Csat Improvement Finalists

Supervisor Name

Organization

Ashutosh Anil Rogers Business Customer Care
Collette Mingo Rogers National Customer Care

Criteria

To be eligible, a supervisor must have improved their WCC performance by 10% from the previous year. SQM’s world class call (WCC) criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR. Call center management must also send an example of a great supervisor Csat improvement story

Supervisor World Class Csat Improvement Finalists Group Photo

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Call Center Industry Awards

Organization

Award

Criteria

U.S. Bank 1. Best Selling Customer Satisfaction 1. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
TD Canada Trust 2. Highest IVR Customer Satisfaction Self Serve 2. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
Grand & Toy 3. Highest IVR Navigation to the Right CSR 3. This award recognizes the call center with the highest IVR navigation to the right CSR the first time

Highest Customer Satisfaction by Industry Awards

Organization

Award

Scotiabank Banking
Jackson National Life Insurance Financial
Discover Financial Services (LLP) Credit Card
VSP Vision Care Insurance
Blue Cross and Blue Shield of Kansas Health Care
OfficeMax / Grand & Toy (Tie) Retail/Service
Arizona Public Service Energy
Cogeco Telecommunications/TV
Insurance Corporation of BC (Claims Division) Union
Marriott Systems Support Center Helpdesk
Region of Halton Government
VSP Vision Care Business to Business

Criteria

Criteria used for highest customer satisfaction for each specific industry/sector are based on having the highest world class call rating for an organization

FCR Improvement Awards

Criteria

Criteria are based on a 5% or greater annual FCR improvement from the most recent study within the last two years

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award

Criteria

Criteria used for highest employee satisfaction for the call center industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

Highest Employee Satisfaction by Industry Awards

Organization

Award

Scotiabank Banking
VSP Vision Care Insurance
Arizona Public Service Energy

Criteria

Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

Most Improved Employee Satisfaction

Organization

Criteria

Criteria is based on highest Esat improvement from previous year

World Class Employee Satisfaction Awards

Criteria

Criteria are based on 50% or higher of employees who rate their overall experience of working in the call center as very satisfied (top box response) rating

SQM benchmarks over 400 leading international contact centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts 1 million surveys with customers who have used a contact center, email, website, IVR 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. SQM conducts business in 9 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica and Mexico. Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM conducted the benchmarking studies for the period of October 1, 2008 to September 30, 2009.

For each contact center that participated in our customer benchmarking study, SQM completed 400 post-call phone surveys, conducted by SQM’s telephone survey representatives. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call phone surveys have 12 or more questions and take approximately 5 minutes to complete. The surveys were conducted within 2 business days of the customer’s call to the contact center in order to understand their satisfaction with their contact center experience. SQM uses an in-depth post-call customer survey approach that consists of both rating questions and follow-up customer feedback questions that can be used to help the contact center improve their FCR and Csat performance.

In addition, 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. All employee surveys had 50 or more questions and were conducted online at the CSR and supervisor levels. This confidential employee online survey took approximately 30 minutes to complete. SQM uses an in-depth online employee survey approach that consists of both rating questions and follow-up employee feedback questions. The employee survey focuses on the contact center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the contact center’s FCR performance in terms of people, process and technology practices.

SQM has 55 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2009. These prestigious contact center industry awards were presented at our annual conference, held in Toronto, November 18th & 19th, 2009.

call-center-awards
Award Winners 2009

VSP Vision Care (California)
VSP Vision Care (California)
Call Center of the Year Award
« 1 of 42 »
 

Call Center of the Year Award

Criteria

Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating

Call Center World Class Call Certification

Criteria

Criteria used for Call Center World Class Call Certification are 70% or higher of the calls are at the world class level for 6 months or more in 2009. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative

CSR Finalists for CSR of the Year

CSR Name

Organization

*Valerie Gervais Rogers
Shalini Sivananthan Scotiabank
Ron Boranprasit Rogers
Lisa Meredith VSP
Wayne Carter Rogers
Ashley Hanlon Sun Life Financial
Lauren Brown Sun Life Financial
Carlee Portolesi Scotiabank
Christina Hall LoyaltyOne – The Airmiles Group
Freda Lockhart Blue Cross & Blue Shield of North Carolina
Laura Antle Rogers

Criteria

To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 70% or higher of the calls surveyed are at the world class call level. Call Center Management must send an example of great customer service story that a CSR delivered.

* CSR of the Year Winner
CSR of the Year Finalists Group Photo

Great CSR Customer Service Stories from 2009

Supervisor Finalists for Supervisor of the Year

Supervisor Name

Organization

*Lisa Jones Sun Life Financial
Jeff Weber Sun Life Financial
Lucy Isherwood Rogers
Susan Fordyce Rogers
Michelle Medeiros LoyaltyOne – The Airmiles Group
Maria Heighington LoyaltyOne – The Airmiles Group

Criteria

To be eligible the supervisor must be a World Class Certified supervisor. The criteria for a Certified World Class Supervisor is 70% or higher of the calls surveyed are at the world class call level. Call Center Management must also send one or two examples of great Csat CSR Coaching stories.

* Supervisor of the Year Winner
Supervisor of the Year Finalists Group Photo

Great Supervisor Stories from 2009

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Call Center Industry Awards

Organization

Award

Criteria

Citi Retail Services – Credit Operation (AZ) 1. Highest Customer Satisfaction 1.This award recognizes the call center with the highest world class call rating
U.S. Bank 2. Best Selling Customer Satisfaction 2. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
TD Canada Trust 3. Highest IVR Customer Satisfaction Self Serve 3. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
ATCO I-Tek 4. Highest IVR Navigation to the Right CSR 4. This award recognizes the call center with the highest IVR navigation to the right CSR the first time

Highest Customer Satisfaction by Industry Awards

Organization

Award

TD Canada Trust Banking
Jackson National Life Insurance Financial
VSP Vision Care Insurance
Blue Cross & Blue Shield of Kansas Health Care
OfficeMax Retail/Service
Arizona Public Service Energy
Rogers Business Support Group Telecommunications/TV
Insurance Corporation of BC (Claims Division) Union
Marriott Systems Support Center Helpdesk
211 Ontario (Tie) & Region of Halton (Tie) Government

Criteria

Criteria used for highest customer satisfaction for each specific industry/sector are based on having the highest world class call rating for an organization

FCR Improvement Awards

Organization

Criteria

Criteria are based on a 6% or greater annual FCR improvement from the most recent study within the last two years

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award

Criteria

Criteria used for highest employee satisfaction for the call center industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

Highest Employee Satisfaction by Industry Awards

Organization

Award

Scotiabank Banking
VSP Vision Care Insurance
Arizona Public Service Energy

Criteria

Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

Most Improved Employee Satisfaction

Criteria

Criteria is based on highest Esat improvement from previous year

World Class Employee Satisfaction Awards

Criteria

Criteria is based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating.

SQM benchmarks over 350 leading international contact centers on an annual basis and has been conducting first call resolution (FCR)/Customer Satisfaction (Csat) benchmarking studies since 1996. SQM annually conducts over 1 million surveys with customers who have used a contact center, email, website, IVR or site contact channel service. SQM also conducts over 25,000 surveys yearly with employees who work in contact centers. Our customer and employee survey benchmarking database is one of the largest in North America. SQM does business in 9 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, Dominican Republic and Jamaica.

Based on our contact center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. We have recognized top performing contact centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a contact center and employees who work in a contact center. SQM benchmarked 352 contact centers for the period of October 1, 2007 to September 30, 2008.

For each contact center, SQM surveyed 200 – 400 customers within 1-3 days of their call to the contact center to understand their satisfaction with their service experience. In addition, for each contact center that participated in the employee benchmarking study, SQM surveyed 50 – 300 employees who work in their contact center to understand their satisfaction with working in their contact center. SQM has 34 different awards that recognize the top performing contact centers. Based on the contact centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2008.

These prestigious contact center industry awards were presented at our annual conference, held in Toronto, November 18 – 20, 2008.

call-center-awards
Award Winners 2008
 

VSP Vision Care (West)
VSP Vision Care (West)
Call Center World Class Call Certification
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Call Center of the Year Award

Organization

Criteria

Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating for SQM’s 2008 Call Center Benchmarking Study

Call Center World Class Call Certification

Criteria

Criteria used for Call Center World Class Call Certification is 50% or higher of the calls are at the world class level for 6 months or more in 2008. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and also is very satisfied with 5 key customer service metrics

CSR Finalists for CSR of the Year

CSR Name

Organization

LaToya Simpson AIR MILES Reward Program
Lorraine Tomaino AIR MILES Reward Program
Tahira Shahab AIR MILES Reward Program
Suzanne Laurin Canadian Tire Financial Services
Pedro Garcia Keystone Mercy Health Plan
Arpitha D’Souza Rogers
Silvana Padulo Rogers
*Derek Tutton Sun Life Financial Group
Debbie Bender Sun Life Financial Group Benefits
Karina Fleming VSP Vision Care
Mike Jones VSP Vision Care

Criteria

To be eligible the customer representative must be a World Class Certified customer representative. The criteria for a Certified World Class Customer Representative is 50% or higher of the calls surveyed are at the world class call level. Call Center Management must also send an example of great customer service that a CSR delivered.

* CSR of the Year Winner

Great CSR Customer Service Stories from 2008

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Call Center Industry Awards

Organization

Award

LifeScan Highest Customer Satisfaction
LifeScan / The Schwan Food Company (Tie) Highest First Call Resolution
The Schwan Food Company Best Selling Customer Satisfaction
CIBC Highest IVR Customer Satisfaction Self Serve
Kohl’s Highest IVR Customer Satisfaction Navigation

Criteria

Criteria used for highest customer satisfaction are based on having the highest customer overall very satisfied (top box response) rating for the call center industry.

Highest Customer Satisfaction by Industry Awards

Criteria

Criteria used for highest customer satisfaction are based on having the highest customer overall very satisfied (top box response) rating for their specific industry.

FCR Improvement Awards

Criteria

Criteria is based on an 7% or greater FCR improvement.

World Class Customer Satisfaction Awards

Criteria

Criteria is based on 80% or higher of call center customers rate their overall experience as very satisfied (top box response) rating.

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award

Organization

Criteria

Criteria is based on having the highest number of employees rate their overall experience as very satisfied (top box response) rating for working in their call center for the call center industry.

Highest Employee Satisfaction by Industry Awards

Organization

Award

Scotiabank Banking
VSP Vision Care Insurance
Arizona Public Service Energy

Criteria

Criteria used for highest employee satisfaction are based on having the highest employee overall very satisfied (top box response) rating for working in their call center for their specific industry.

World Class Employee Satisfaction Awards

Criteria

Criteria is based on 50% or higher of employees rate their overall experience of working in the call center as very satisfied (top box response) rating.

SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. SQM benchmarked over 300 contact centers for the period of October 1, 2006 – September 30, 2007. In each contact center, SQM surveyed 200 – 400 customers within 1-3 days of their call to the contact center to understand their satisfaction with their service experience. In addition, for each contact center that participated in the employee benchmarking study, SQM surveyed 50 – 300 employees who work in their contact center to understand their satisfaction working in their contact center. Based on the contact centers benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2007.

These prestigious industry awards were held at our Annual Summit, held in Toronto, November 28 – 30, 2007.

Click on the photo icons below to view the pictures.
call-center-awards
Scotiabank (Halifax)
Scotiabank (Halifax)
Call Center of the Year Award
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Call Center of the Year Award

Organization

Criteria

Highest Combined Customer and Employee Satisfaction.

Call Center World Class Call Certification

Criteria

Performed at the world class call customer satisfaction and call resolution level for 6 months or more.

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Call Center Industry Awards

Organization

Award

Davis + Henderson Highest Call Center Industry Customer Satisfaction
Davis + Henderson Highest First Call Resolution (FCR)
The Schwan Food Company Best Selling Customer Satisfaction
CIBC Highest IVR Customer Satisfaction

Highest Customer Satisfaction by Industry Awards

Organization

Award

Scotiabank Banking
Jackson National Life Insurance Financial
VSP Vision Care (East & West) Insurance
Blue Cross & Blue Shield of Kansas Health Care
Davis + Henderson Retail/Service
ATCO I-Tek / Sierra Pacific Resources (Tie) Energy
Cogeco Telecommunications/TV
Purolator Courier (Moncton) Union
Marriott Systems Support Center Helpdesk
Region of Halton Government

FCR/Csat Improvement Awards

Criteria

Criteria is defined as an improvement in FCR and or Csat greater than 8%.

World Class Customer Satisfaction Awards

Criteria

Criteria is defined as an achievement of 80% or higher of call center customers rating their experience as very satisfied (top box response).

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award

Criteria

Highest Call Center Industry Employee Satisfaction.

Highest Employee Satisfaction by Industry Awards

Organization

Award

Scotiabank Banking
Canadian Tire Financial Services Financial
VSP Vision Care Insurance

Criteria

Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center.

World Class Employee Satisfaction Awards

Criteria

Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response).

SQM awards excellence in FCR, customer and employee satisfaction for the contact center industry. SQM benchmarked over 260 contact centers for the period of October 1, 2005 – October 27, 2006. In each contact center, SQM surveyed 200 – 400 customers within 1-3 days of their call to the contact center to understand their satisfaction with their service experience. In addition, for each contact center that participated in the employee benchmarking study, SQM surveyed 50 – 300 employees who work in their contact center to understand their satisfaction working in their contact center. Based on the contact centers benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2006.

These prestigious industry awards were held at our Annual Summit, held in Toronto, November 29, 30 and December 1, 2006.

Click on the photo icons below to view the pictures.
call-center-awards
Canadian Tire Financial Services (CRCC)
Canadian Tire Financial Services (CRCC)
Call Center of the Year
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Contact Center of the Year Award

Criteria

Highest Combined Customer and Employee Satisfaction.

Contact Center World Class Call Certification

Criteria

Performed at the world class call customer satisfaction and call resolution level for 6 months or more.

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Contact Center Industry Awards

Organization

Award

LifeScan Highest Call Center Industry Customer Satisfaction
Purolator Courier Highest First Call Resolution (FCR)
Marriott International Most Improved First Call Resolution
The Schwan Food Company Best Selling Customer Satisfaction
CIBC Highest IVR Customer Satisfaction
ClientLogic (Tie) Best Outsourcer Customer Satisfaction
OLS (Tie)

Highest Customer Satisfaction by Industry Awards

Organization

Award

TD Canada Trust Banking
Jackson National Life Insurance Financial
Vision Service Plan Insurance
Blue Cross & Blue Shield Massachusetts Health Care
The HON Company Retail
ATCO I-Tek Energy
Star Choice Telecommunications/TV
Purolator Courier Union
Marriott International Helpdesk
Region of Halton Government

FCR Improvement Awards

Criteria

Criteria is defined as an improvement in FCR greater than 10%.

World Class Customer Satisfaction Awards

Criteria

Criteria is defined as an achievement of 80% or higher of call center customers rating their experience as very satisfied (top box response).

Employee Satisfaction Awards


Highest Employee Satisfaction for the Call Center Industry Award

Criteria

Highest Call Center Industry Employee Satisfaction.

Highest Employee Satisfaction by Industry Awards

Organization

Award

Scotiabank Banking
Canadian Tire Financial Services Financial
Vision Service Plan Insurance

Criteria

Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center.

World Class Employee Satisfaction Awards

Criteria

Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response).