Click Here to Apply

Since 1996, SQM has been awarding organizations for contact center service quality excellence. Our Contact Center Service Quality Excellence Awards Program includes acknowledging organizations that have demonstrated best practices that have improved or helped maintain high first call resolution, customer and employee satisfaction performance.

Both SQM clients and non-SQM clients are eligible for Best Practice Awards. The Best Practice Awards submission(s) deadline is October 31, 2016. The submission process could potentially include a phone interview or a site visit with an SQM subject matter expert. If an onsite visit is required, then the organization will need to conduct a presentation outlining the reasons why they believe they have a Best Practice. Best Practice Awards will be announced on February 15, 2017.

There are 16 Best Practice categories and for each category SQM will recognize 1 organization. At SQM’s 18th Annual Contact Center Industry Conference, held at Vernon, BC, May 2nd to 4th, 2017 we will recognize the organizations that have won a Best Practice award. If you submitted a story in previous award years, or have won an award for previous submissions, and that best practice has continued to show FCR, Csat and Esat improvements, you can re-submit your story for consideration showing your new numbers.

There will be over 500 people in attendance at the awards ceremony from leading North American organizations. SQM’s Contact Center Awards Program is considered the most prestigious awards program in North America. Best Practice Award winners must have at least one person from their organization attend SQM’s award conference. The winner for each Best Practice will be asked to present at SQM’s conference. If you win a Best Practice Award from SQM, you agree to allow SQM to publish an edited version of your submission story on SQM’s website and through email marketing blasts, press releases, SQM’s book, whitepapers, webinars and other marketing material.

For each category the winning organization will receive a trophy award. Organizations can submit best practices for any or all categories. Best Practice Awards will be given for each of the categories shown below:

  1. Omni-Channel
  2. Web (self-service) Channel
  3. IVR (self-service) Channel
  4. Email Channel
  5. Emerging Channels (Chat, Video Chat, Mobile Application, etc.)
  6. Quality Assurance
  7. Desktop Applications
  8. CSR Recognition
  1. CSR Career Development
  2. Call Handling
  3. Escalation CSR Support
  4. Performance Management System
  5. CSR Coaching
  6. CSR Training Program
  7. CSR Selection
  8. Standard Operating Procedure

Application Details and Submission Information

Best Practice Categories and Definitions

  1. Omni-Channel:

    Definition: How your omni-channel improves or maintains great FCR, contact resolution, Csat and Esat performance.

    • Describe how your omni-channel works.
    • Do you have an omni-channel customer experience strategy? Describe how your omni-channel strategy differentiates you from your industry peers or competitors.
    • Do you have a centralized CRM system that captures all customer interactions, which CSRs can view in real-time?
    • Do you have metrics for measuring customers experience for using multiple channels for resolving the same inquiry or problem and if so, what?
    • Do you know how to deliver an omni-channel customer experience for major customer interactions?
    • What is your Csat performance for your customers’ omni-channel experience (provide rating info)?
  2.  

  3. Web (self-service) Channel:

    Definition: How your Web (self-service) channel improves or maintains great FCR, contact resolution and Csat performance.

    • Describe how your web (self-service) channel works.
    • Describe how your web (self-service) channel strategy differentiates you from your industry peers or competitors.
    • Do you incorporate customer feedback or analytics of how your customers are using your web (self-service) channel and if so, how?
    • How satisfied are CSRs with your web (self-service) channel for helping them improve or maintain their call resolution/Csat performance (provide rating info)?
    • Do your CSRs have access to the customer history generated through the website?
    • Do you know how much volume is being driven to your call center from fail points in your website?
    • What is your Csat performance for your web (self-service) channel (provide rating info)?
    • What is your self-serve completion rate for your website?
  4.  

  5. IVR (self-service) Channel:

    Definition: How your IVR (self-service) channel improves or maintains great FCR, contact resolution and Csat performance.

    • Describe how your IVR (self-service) channel works.
    • Describe how your IVR (self-service) channel strategy differentiates you from your industry peers or competitors.
    • Do you incorporate customer feedback or analytics of how your customers are using your IVR (self-service) channel and if so, how?
    • How satisfied are CSRs with your IVR (self-service) channel for reducing calls into the call center?
    • Do your CSRs have access to the customer history generated through the IVR?
    • Do you know how much volume is being driven to your call center from fail points in your IVR?
    • What is your FCR/Csat performance for your IVR (self-service) channel (provide rating info)?
  6.  

  7. Email Channel:

    Definition: How your email channel improves or maintains great FCR, contact resolution, Csat and Esat performance.

    • Describe how your email channel works.
    • Describe how your email channel strategy differentiates you from your industry peers or competitors.
    • Do you have dedicated or specialist CSRs in the email channel?
    • Do you incorporate customer feedback into your email channel and if so, how?
    • How satisfied are CSRs with your email channel for helping them improve or maintain their call resolution/Csat performance (provide rating info)?
    • Do your CSRs have access to the customer history generated through email?
    • Do you know how much volume is being driven to your call center from fail points in your email channel?
    • What is your FCR/Csat performance for your email channel (provide rating info)?
  8.  

  9. Emerging Channels (Chat, Video Chat, Mobile Application, etc.):

    Definition: How your emerging channels improve or maintain great FCR, contact resolution, Csat and Esat performance.

    • Describe how your emerging channel works.
    • Describe how your emerging channel strategy differentiates you from your industry peers or competitors.
    • Do you incorporate customer feedback or analytics of how your customers are using your emerging channel and if so, how?
    • How satisfied are CSRs with your emerging channel for helping them improve or maintain their call resolution/Csat performance (provide rating info)?
    • Do you know how much volume is being driven to your call center from fail points in your emerging channel?
    • What is your FCR/Csat performance for your emerging channel (provide rating info)?
  10.  

  11. Quality Assurance:

    Definition: How your QA program (e.g., evaluation form, call recording and reporting tool, CSR coaching) has had a positive impact on your FCR, call resolution, Csat and Esat performance.

    • Describe how your quality assurance program works.
    • Do you incorporate customer feedback into your quality assurance and if so, how?
    • How satisfied are CSRs with your quality assurance for helping them resolve calls (provide rating info)?
    • Show the link between your FCR/Csat performance and your quality assurance (provide rating info).
  12.  

  13. Desktop Applications:

    Definition: How your desktop applications (e.g., customer relationship management, knowledge management tool, instant messaging, claim and bill processing tools, unified desktop) has had a positive impact on your FCR, call resolution, Csat and Esat performance. Note: You can submit examples for any or all of the desktop applications that have helped you with your voice of customer (VoC) performance.

    • Describe how your desktop applications works.
    • Do you incorporate customer feedback into your desktop applications and if so, how?
    • How satisfied are CSRs with your desktop applications for helping them resolve calls (provide rating info).
    • Show the link between your FCR/Csat performance and your desktop applications (provide rating info).
  14.  

  15. CSR Recognition:

    Definition: How your recognition program (e.g., awards, certificates, cards, public recognition, gift certificates, additional training, paid time-off) motivates CSRs to improve or maintain great call resolution, Csat and Esat performance.

    • Describe how your recognition works.
    • Do you know what motivates each of your CSRs to improve their call resolution and Csat performance?
    • How satisfied are CSRs with your recognition for motivating them to improve call resolution/Csat performance (provide rating info)?
    • Show the link between your FCR/Csat performance and your recognition (provide rating info).
  16.  

  17. CSR Career Development:

    Definition: How your CSR career development (e.g., job posting, career path, employee development, career advancement) motivates CSRs to improve or maintain great call resolution, Csat and Esat performance.

    • Describe how your CSR career development works.
    • Do CSRs and supervisors receive career advancement opportunities based on their customer feedback performance and if so, how?
    • How satisfied are CSRs with your CSR career development for motivating them to improve call resolution/Csat performance (provide rating info)?
    • Show the link between your FCR/Csat performance and your CSR career development (provide rating info).
  18.  

  19. Call Handling:

    Definition: How your call handling practice (e.g., hold, transfer, concierge service, call escalation, CSR soft skills) improves or maintains great FCR, call resolution, Csat and Esat performance.

    • Describe how your typical customer call handling works.
    • Do you incorporate customer feedback into your call handling and if so, how?
    • How satisfied are CSRs with your call handling for helping them resolve calls (provide rating info)?
    • Show the link between your FCR/Csat performance and your call handling (provide rating info).
  20.  

  21. Escalation CSR Support:

    Definition: How your support queue (e.g., call escalation, retention, assists CSRs in real-time) has had a positive impact on your FCR, call resolution, Csat and Esat performance.

    • Describe how your escalation CSR support queue works.
    • How many full time escalation CSR support CSRs do you have?
    • How satisfied are CSRs with your escalation CSR support queue for helping them resolve calls (provide rating info)?
    • Show the link between your FCR/Csat performance and your escalation CSR support queue (provide rating info).
  22.  

  23. Performance Management System:

    Definition: How your performance management system (e.g., accountability metrics, performance reporting, performance improvement plans, performance appraisals, bonus and recognition) improves or maintains great FCR, call resolution, Csat and Esat performance.

    • Describe how your performance management system works.
    • Do you incorporate customer feedback into your performance management system and if so, how?
    • How satisfied are CSRs with your performance management system for helping them improve or maintain their call resolution/Csat performance (provide rating info)?
    • Show the link between your FCR/Csat performance and your performance management system (provide rating info).
  24.  

  25. CSR Coaching:

    Definition: How your coaching program (e.g., train the coaches, frequency and length of coaching session, quality of coaching) has had a positive impact on call resolution, Csat and Esat performance.

    • Describe how your CSR coaching works.
    • Do you incorporate customer feedback into your CSR coaching and if so, how?
    • How satisfied are CSRs with your coaching program for helping them improve their call resolution/Csat performance (provide rating info)?
    • Show the link between your FCR/Csat performance and your CSR coaching (provide rating info).
  26.  

  27. CSR Training:

    Definition: How your training program (e.g., online, classroom and on-the job training, new-hire and on-going knowledge training) has had a positive impact on call resolution, Csat and Esat performance.

    • Describe how your CSR training works.
    • Do you incorporate customer feedback into your training program and if so, how?
    • How satisfied are CSRs with your training program for helping them improve their call resolution/Csat performance (provide rating info)?
    • Show the link between your FCR/Csat performance and your CSR training (provide rating info).
  28.  

  29. CSR Selection:

    Definition: How your hiring process (e.g., candidate pre-screening, interview, personality testing, job simulation, ideal profile identification) has had a positive impact on call resolution, Csat and Esat performance.

    • Describe how your CSR selection works.
    • Do you incorporate customer feedback into your CSR Selection and if so, how?
    • How satisfied are CSRs with your hiring process to improve FCR/Csat performance (provide rating info)?
    • Show the link between your FCR/Csat performance and your CSR selection (provide rating info).
  30.  

  31. Standard Operating Procedure:

    Definition: How your standard operating procedure improves or maintains great FCR, contact resolution, Csat and Esat performance.

    • Describe how you standardize, document, and measure your operating procedures.
    • Describe how your standard operating procedures differentiates you from your industry peers or competitors.
    • Describe how you standardize, document, and measure your operating procedure for CSR hiring, CSR recognition, CSR coaching, CSR training, CSR career development, performance management, quality assurance, real-time CSR support queue, knowledge management tool, and desktop applications.
    • Describe how you standardize, document, and measure your contact channel operating practices for your call center, email, website, IVR, and any other applicable channels.

 

Application Details for Best Practice Categories

  • Can be an SQM client or non-SQM client
  • Organizations can submit best practices for any or all categories
  • Past winners can resubmit applications for any best practice category
  • For each category the winning organization will receive a trophy award
  • Deadline for submission(s) is October 31, 2016
  • The submission process could potentially include a phone interview or a site visit with an SQM subject matter expert
  • If an onsite visit is required, then the organization will need to conduct a presentation outlining the reasons why they believe they have a Best Practice
  • Winners will be announced on February 15, 2017
  • Best practice winners must have at least one person from their organization attend SQM’s award conference
  • At SQM’s 18th Annual Contact Center Industry Awards of Excellence Conference, held in Vernon, B.C., May 2nd to 4th, 2017 we will recognize the organizations that have won a Best Practice award
  • If you win a Best Practice Award from SQM, you agree to allow SQM to publish an edited version of your submission story on SQM’s website and through email marketing blasts, press releases, SQM’s book, whitepapers, webinars and other marketing material

 

Best Practice Award Criteria

  • Organizations applying for a best practice award must submit specific practices they have used to improve or maintain high first call resolution (FCR) and customer satisfaction (Csat) performance
  • Provide specific data information such as FCR, Csat, operational savings or revenue that can be specifically linked to the best practice success
  • We highly recommend that applicants take their time in articulating their best practice because you have a much better chance of being nominated if your best practice is clearly understood, company jargon is not used and the contact center VP write the submission story
  • FCR can be determined by the customer or the organization and Csat must be determined by the customer themselves
  • For both FCR and/or Csat, please provide ratings information for years 2015 and 2016 including sample sizes and method of measurement (Requirement)
  • Please provide ratings information that show the link between your FCR/Csat performance and your specific practices used to improve or maintain high FCR/Csat performance (Requirement)
  • For each category, submissions should be no longer than 50,000 characters (5 pages or less) using SQM’s online application form
  • SQM will use a panel of 6 subject matter experts to examine each submission to determine the award winner for each category
Click Here to Apply