contact center awards, awards program, call center awards, sqm awards
Conference & Awards Video


  • American Express
  • Arizona Public Service
  • Blue Cross Blue Shield
  • Canadian Tire
  • Capital One
  • CIBC
  • Citi
  • Discover
  • Fedex
  • Fido
  • GMAC Mortgage
  • ICBC
  • Jackson National Life
  • Marriott
  • MBNA
  • Purolator
  • Rogers
  • Scotiabank
  • Sears
  • TD Canada Trust
  • UPS
  • U.S. Bank
  • VSP Vision Care
  • Whirlpool

About SQM’s Awards


Contact Center Industry Customer Experience Awards

SQM’s contact center customer experience awards are the most prestigious and sought after North American contact center industry awards. What makes SQM’s awards unique is that they are based on customers who have used a contact center and/or employees who work in a contact center. We have more than 60 different awards and recognize the top performing organizations for the awards listed below.

Benchmarking client performance is judged using the best performance from any study conducted during the Awards year. The minimum sample size of 400 surveys is required.

Tracking client performance is judged using the best performance from any month, quarter or six month time period during the Awards year. The time period is based on the smallest time frame where the minimum sample size of 400 surveys is met.

SQM Awards

Customer Awards

  1. Call Center of the Year Award
  2. Best Performing (Small/Mid-Size) Call Center Award
  3. Call Center World Class FCR Certification
  4. Call Center Site World Class FCR Certification
  5. Customer Representative World Class Call Certification
  6. Supervisor World Class Certification
  7. CSR of the Year and Top 24 Finalists
  8. Supervisor of the Year and Top 5 Finalists
  9. FCR Improvement Awards
  10. Customer Representative World Class Improvement
  11. Supervisor World Class Improvement
  12. Highest Telecom/TV Customer Service
  13. Highest Credit Card Customer Service
  14. Highest Financial Customer Service
  15. Highest Banking Customer Service
  16. Highest Energy Customer Service
  17. Highest Retail Customer Service
  18. Highest Health Care Customer Service
  19. Highest Government Customer Service
  20. Highest Helpdesk Customer Service
  21. Highest B2B Customer Service
  22. Best Proactive Outbound Service Award
  23. Best Customer Satisfaction Selling
  24. Highest IVR Customer Service
  25. Highest Website Customer Service
  26. Highest Email Customer Service
  27. Highest Call Escalation Customer Service
  28. Highest Omni-Channel Csat Experience
  29. Highest Enterprise-Wide One Contact Resolution

Employee Awards

  1. Highest Call Center Industry Satisfaction
  2. Most Improved Employee Satisfaction
  3. Highest Telecom/TV Satisfaction
  4. Highest Credit Card Satisfaction
  5. Highest Financial Satisfaction
  6. Highest Banking Satisfaction
  7. Highest Energy Satisfaction
  8. Highest Retail Satisfaction
  9. Highest Health Care Satisfaction
  10. Highest Government Satisfaction
  11. Highest Helpdesk Satisfaction
  12. Highest Outsourcer Satisfaction
  13. World Class Employee Satisfaction
  14. Highest Work From Home Employee Satisfaction
  15. Customer Experience Officer Award
  16. FCR Leadership Award
  17. FCR Champion Award

Best Practice Awards

  1. Call Center World Class Best Practice Certification
  2. Omni-Channel
  3. Web Self-Service Channel
  4. IVR Self-Service Channel
  5. Email Channel
  6. Emerging Channels (Chat, Video Chat, Mobile Application, etc.)
  7. Quality Assurance Program
  8. Desktop Applications
  9. CSR Recognition Program
  10. Career Development
  11. Call Handling Practice
  12. Escalation CSR Support
  13. Performance Management System
  14. CSR Coaching Program
  15. CSR Training Program
  16. CSR Selection Process
  17. Standard Operating Practices
  18. Continuous Improvement Process

Customer Awards

Award Name

1. Call Center of the Year Award and Top 2 Finalists

Definition

The Call Center of the Year award recognizes the organization with the highest combined FCR rating and overall employee satisfaction (top box) rating.

The top 2 finalists are also based on the highest combined FCR and Esat ratings.

The top 2 finalists receive an SQM plaque and the Call Center of the Year winner will receive an SQM gold trophy.

How it is Judged

FCR is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects the organization’s actual call type volume.

Employee satisfaction is judged using a minimum sample size of 100 employee online surveys taken from a random selection of CSR employees.

(To be eligible for this award an organization must have at least 100 CSR employees).

Award Name

2. Best Performing (Small/Mid-Size) Call Center Award and Top 2 Finalists

Definition

The Best Performing (Small/Mid-Size) Call Center award recognizes the organization with the highest combined FCR rating and overall employee satisfaction (top box) rating.

The top 2 finalists are also based on the highest combined FCR and Esat ratings.

The top 2 finalists receive an SQM plaque and the Best Performing (Small/Mid-Size) Call Center winner will receive an SQM gold trophy.

How it is Judged

FCR is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects the organization’s actual call type volume.

Employee satisfaction is judged using a minimum sample size of 90% of employees using online surveys taken from a random selection of CSR employees.

(To be eligible for this award an organization must have between 25 to 99 CSR employees).

Award Name

3. Call Center World Class FCR Certification

Definition

Call Center World Class FCR Certification is based on 80% of customers getting their call resolved on the first call. The organization will receive an SQM gold trophy.

How it is Judged

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

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.


Award Name

4. Call Center Site World Class FCR Certification

Definition

Call Center Site World Class FCR Certification is based on 80% of customers getting their call resolved on the first call. The call center site will receive an SQM gold trophy.

How it is Judged

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

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.


Award Name

5. Customer Representative World Class Certification

Definition

Customer Representative World Class Certification is based on 85% of customers being overall very satisfied (top box response) with the CSR who handled their call and their call was resolved. World Class Certified CSRs will receive an SQM Certificate to display on their desk.

How it is Judged

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

A minimum sample size of 25 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.


Award Name

6. Supervisor World Class Certification

Definition

Supervisor World Class Certification is based on 85% of customers being overall very satisfied (top box response) with the CSR who handled their call and their call was resolved. World Class Certified Supervisors will receive an SQM Certificate to display on their desk.

How it is Judged

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

A minimum sample size of 200 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume is required.


Award Name

7. Customer Representative of the Year and Top 24 Finalists

Definition

To be eligible a CSR has to be world class certified (see the definition for award #5). CSR of the Year will receive a world class medallion, a plaque award to display on their desk and $1000 cash! CSR top 24 finalists will receive a world class medallion and a plaque award to display on their desk.

How it is Judged

Organizations can submit an unlimited number of nominations for the CSR of the Year award and top 24 finalist awards as long as the CSR is certified as world class.

The CSR nominee submissions must be based on a customer experience story and should be chosen by senior management and then submitted to SQM.

The customer stories are the basis on which the SQM management team will judge the CSR of the Year and top 24 finalists.

All customer representative finalists will be announced before the SQM conference. CSR of the Year will be announced at the SQM Contact Center Industry Conference.



Award Name

8. Supervisor of the Year and Top 5 Finalists

Definition

To be eligible a supervisor has to be world class certified (see the definition for award #6). Supervisor of the Year will receive a world class medallion, a plaque award to display on their desk and $1000 cash! Supervisor top 5 finalists will receive a world class medallion and a plaque award to display on their desk.

How it is Judged

Organizations can submit an unlimited number of nominations for the Supervisor of the Year award and top 5 finalist awards as long as the supervisor is certified as world class.

The supervisor nominee submission to SQM must be based on a customer experience story from their CSRs on how the supervisor helped them improve their call resolution or Csat performance and then submitted to SQM.

The customer stories are the basis on which the SQM management team will judge the Supervisor of the Year and top 5 finalists.

All supervisor finalists will be announced before the SQM conference. Supervisor of the Year will be announced at the SQM Call Center Industry Conference.

Award Name

9. First Call Resolution Improvement Award

Definition

This award recognizes organizations that have a 5% or greater annual 2016 FCR improvement from the previous year. Each FCR improvement award winner will receive an SQM gold trophy.

How it is Judged

First call resolution is judged using a minimum sample size of 400 customer telephone surveys taken from a random selection of calls that reflects your actual call type volume.

This award is based on the organization’s 2016 annual FCR rating compared to their 2015 annual FCR rating.


Award Name

10. Customer Representative Top 5 World Class Improvement

Definition

Top 5 customer representatives that have a 10% or greater annual world class metric improvement from the previous year receive a world class medallion and a plaque award acknowledging accomplishment.

How it is Judged

SQM’s world class criteria are based on the definition section for award #5, World Class Certification.

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

The CSR nominee submission to SQM must be based on a CSR customer service improvement story and should be chosen by senior management and then submitted to SQM.

The customer service improvement stories are the basis on which the SQM management team will judge the CSR World Class Improvement finalists.

A minimum sample size of 25 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume for both current and past year.

Award Name

11. Supervisor Top 5 World Class Improvement

Definition

Top 5 supervisors that have a 10% or greater annual world class metric improvement from the previous year receive a world class medallion and a plaque award acknowledging accomplishment.

How it is Judged

SQM’s world class criteria are based on the definition section for award #6, World Class Certification.

Surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.

The supervisor nominee submission to SQM must be based on improvement stories from their CSRs on how the supervisor helped them improve their call resolution or Csat performance and then submitted to SQM.

The supervisor improvement stories are the basis on which the SQM management team will judge the Supervisor World Class Csat Improvement finalists.

A minimum sample size of 200 attributed customer telephone surveys taken from a random selection of calls that reflects your actual call type volume for both current and past year.

Award Name

12 – 21. Highest Specific Industry/Sector Contact Center Customer Service Award

Definition

This award recognizes the organization with the highest call center customer service rating for each specific industry/sector (i.e., telecom/TV [consumer and business], credit card, financial, banking, energy, retail, health care, government, helpdesk & B2B). Customer service is based on having the highest FCR rating for a specific industry, sector or outsourcer. Award winners receive an SQM gold trophy.

How it is Judged

Customer service is based on having the highest FCR rating.

A minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects your actual call type volume.

Award Name

22. Best Proactive Outbound Service Award

Definition

This award recognizes the organization with the highest customer service for proactive outbound service. Award winner receives an SQM gold trophy.

How it is Judged

Customer service is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of calls or emails that reflects your actual contact type volume for proactive outbound service. Proactive outbound service contacts must include CSR intervention.

Award Name

23. Best Customer Satisfaction Selling Award

Definition

This award recognizes the organization with the highest customer satisfaction for selling approach (top box) rating. Award winner receives an SQM plaque.

How it is Judged

Customer satisfaction is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of calls that reflects your actual call type volume.

To be eligible for this award an organization must have at least 200 surveys where an offer was made.

Award Name

24. Highest IVR Customer Service Award

Definition

This award recognizes the organization’s contact center with the highest customer service for the IVR contact channel. Award winner receives an SQM gold trophy.

How it is Judged

Customer service is based on having the highest customer satisfaction rating.

A minimum sample size of 400 customer telephone surveys taken from a random selection of customers who used your IVR.

Award Name

25. Highest Website Customer Service Award

Definition

This award recognizes the organization’s contact center with the highest customer service for the website contact channel. Award winner receives an SQM gold trophy.

How it is Judged

Customer service is based on having the highest customer satisfaction rating.

A minimum sample size of 400 customer telephone surveys taken from a random selection of customers who used your website.

Award Name

26. Highest Email Customer Service Award

Definition

This award recognizes the organization’s contact center with the highest customer service for the email contact channel. Award winner receives an SQM gold trophy.

How it is Judged

Customer service is based on having the highest customer satisfaction rating.

A minimum sample size of 400 customer telephone surveys taken from a random selection of customers who used your email.

Award Name

27. Highest Call Escalation Award

Definition

This award recognizes the organization’s call center with the highest customer service for escalation calls. Award winner receives an SQM gold trophy.

How it is Judged

Customer service is based on having the highest FCR rating.

A minimum sample size of 400 customer telephone surveys taken from a random selection of customers who used your call escalation queue.

Award Name

28. Highest Omni-Channel Csat Experience Award

Definition

This award recognizes the organization with the highest Omni-Channel overall customer satisfaction experience (top box) rating. Award winner receives an SQM gold trophy.

How it is Judged

Customer satisfaction is judged using a minimum sample size of 400 customer live telephone surveys taken from a random selection of customers who used 2 or more contact methods to resolve their inquiry or problem.

Award Name

29. Highest Enterprise-Wide One Contact Resolution Award

Definition

This award recognizes the organization with the highest enterprise-wide one contact resolution. Enterprise-wide one contact resolution is the percentage of customers who resolved their inquiry or problem on their first contact using only one contact channel across all contact channels. Award winner receives an SQM gold trophy.

How it is Judged

Enterprise-wide one contact resolution is judged using a minimum sample size of 800 customer live telephone surveys (where 400 of the surveys are for the call center contact channel and 400 of the surveys are for the website contact channel) taken from a random selection of customers that reflects the organization’s actual contact type volume.

To be eligible for this award, an organization must operate at least two contact channels, one being the call center and one being the website.

Employee Awards

Award Name

30. Highest Call Center Industry Employee Satisfaction Award

Definition

This award recognizes the organization with the highest overall employee satisfaction (top box) rating. Award winners receive an SQM gold trophy.

How it is Judged

Employee satisfaction is judged using a minimum sample size of 100 using online surveys taken from a random selection of CSR employees.

To be eligible for this award an organization must have at least 100 CSR employees.

Award Name

31. Most Improved Employee Satisfaction Award

Definition

This award recognizes the organization with the most improved overall employee satisfaction (top box) rating. Award winners receive an SQM plaque.

How it is Judged

Employee satisfaction is judged using a minimum sample size of 100, or 90% of employees if less than 100 employees at the organization, using online surveys taken from a random selection of CSR employees.

This award is based on the organization’s 2016 overall employee satisfaction baseline rating compared to their 2015 overall employee satisfaction baseline rating.

Award Name

32 – 41. Highest Specific Industry/Sector/Outsourcer Employee Satisfaction Award

Definition

This award recognizes the organization with the highest overall employee satisfaction (top box) rating for each specific industry/sector (i.e., telecom, credit card, financial, banking, energy, retail, health care, government, helpdesk & outsourcer). Award winners receive an SQM plaque.

How it is Judged

Employee satisfaction is judged using a minimum sample size of 100, or 90% of employees if less than 100 employees at the organization, using online surveys taken from a random selection of CSR employees.

Award Name

42. World Class Employee Satisfaction Award

Definition

World Class Employee Satisfaction is based on 50% or more of CSR surveys being a “world class Esat” survey. Award winners receive an SQM plaque.

How it is Judged

SQM’s World Class Employee Satisfaction criteria is based on CSRs being overall very satisfied (top box response) with working at the contact center.

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.

Award Name

43. Highest Work From Home Employee Satisfaction

Definition

This award recognizes the organization with the highest work from home overall employee satisfaction (top box) rating. Award winners receive an SQM plaque.

How it is Judged

Employee satisfaction is judged using a minimum sample size of 100, or 90% of employees if less than 100 employees at the organization, using online surveys taken from a random selection of CSR employees.

Award Name

44. Customer Experience Officer Award

Definition

Customer Experience Officer is someone at a C- level of the business who has prioritized the FCR measure and use of Voice of Customer data, resulting in improved FCR performance. They have shared a vision for FCR with clearly stated and understandable goals, prioritized FCR over other initiatives and responsibilities, demonstrated personal passion for FCR, provided the resources for the FCR focus to occur in the organization and been the driving force of FCR amongst executives and ensuring organization-wide understanding of FCR

How it is Judged

This award is 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.

Award Name

45. FCR Leadership Award

Definition

FCR Leader is someone at a strategic level of the business who has prioritized the FCR measure and use of Voice of Customer data, resulting in improved FCR performance. They have shared a vision for FCR with clearly stated and understandable goals, prioritized FCR over other initiatives and responsibilities, demonstrated personal passion for FCR, provided the resources for the FCR focus to occur in the organization and been the driving force of FCR amongst executives and ensuring organization-wide understanding of FCR

How it is Judged

This award is 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.

Award Name

46. FCR Champion Award

Definition

FCR Champion is someone who is seen by the call center leadership and front line representatives as the “go to” person for helping improve FCR. They demonstrate the following traits: work closely with the Leader to translate the strategic vision into tactics, they have a deep understanding of the surveying process and the voice of the customer data, they support training and communication sessions at the group level and/or informally on a one-to-one basis, personal passion for FCR, driving force of FCR from the CSR level to the operational management team of the call center

How it is Judged

This award is 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.

Best Practice Awards

Award Name

47. Call Center World Class Best Practice Certification

Definition

Call Center World Class Best Practice Certification is based on meeting world class employee satisfaction with the specific best practice area and meeting at least 80% of SQM’s Best Practice criteria

How it is Judged

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 to December 31. 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.


Best Practice Awards

48 – 64. Best Practice Awards

  • Omni-Channel
  • Web Self-Service Channel
  • IVR Self-Service Channel
  • Email Channel
  • Emerging Channels (Chat, Video Chat, Mobile Application, etc.)
  • Quality Assurance Program
  • Desktop Applications
  • CSR Recognition Program
  • Career Advancement
  • Call Handling Practice
  • Real-Time CSR Support Queue
  • Performance Management System
  • CSR Coaching Program
  • CSR Training Program
  • CSR Hiring Process
  • Standard Operating Practices
  • Continuous Improvement Process

Definition

These awards recognize the organization that has demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

For each Best Practice category, SQM will recognize one organization.

How it is Judged

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.

FCR can be determined by the customer or the organization and Csat must be determined by the customer themselves.

For both FCR and Csat, please provide ratings information for the previous year and current year including sample sizes and method of measurement.

Please provide details that show the link between your FCR/Csat performance and your specific practices used to improve or maintain high FCR/Csat performance.

For each category, submissions should be no longer than 5 pages in length using SQM’s online application form.

SQM will use a panel of 6 subject matter experts to examine each submission to determine the finalists and award winner for each category. Click Here for more details

Awards Participation and Eligibility

The organization must have participated in SQM’s benchmarking and/or tracking programs during the Awards year. Awards will be announced March 2017 and presented at SQM’s 18th Annual Contact Channel Customer Experience Conference and Industry Awards May 2nd – 4th at Sparkling Hill Resort, Vernon B.C.

Date Eligibility

All organizations that have been evaluated by SQM for the Award year, from January 1 through December 31 are eligible to win an SQM Award.

SQM Conference

SQM’s 18th Annual Contact Channel Customer Experience Conference and Industry Awards will be held May 2nd to 4th at Sparkling Hill Resort, Vernon B.C., in which we will:

  • Provide all participants the opportunity to learn the best practices from award winning organizations
  • Recognize the winners of SQM’s Contact Center Industry Awards
  • Provide Contact center research and FCR, Esat and Csat best practices based on world class performers

 

FCR and Csat Benchmarking Study

Specifically, SQM’s FCR and Csat benchmarking study will provide the following:

  • Benchmarking comparison to over 500 leading North American contact centers
  • Benchmarking comparison to peer group, contact center industry and world class contact centers
  • Customer Protection – CP SCORE™
  • High level and detailed FCR and Csat ratings
  • Amount of revenue the contact center protected and lost
  • Unresolved calls impact on operating costs
  • Top 5 repeat call reasons and their improvement opportunity for financial savings
  • Targeted opportunities for reducing repeat calls
  • Operational benchmarking data for over 45 metrics
  • Best practices for reducing repeat calls
  • Entry into SQM’s Service Quality Excellence Awards Program

Cost of SQM’s FCR and Csat Benchmarking Study

The cost for SQM’s FCR & Csat Benchmarking study is $12,000. For SQM’s contact center Esat benchmarking study, the cost is $4,000. You are automatically entered in the SQM Awards program at no additional cost if you participated in SQM’s FCR/Csat benchmarking or tracking study.

The 5 Benefits of Winning an SQM Award

  1. Recognition/Respect – SQM’s Contact Center Industry Awards of Excellence and FCR Best Practice Awards are the most prestigious and sought after North American call center service quality awards. When you win an SQM award you gain recognition and earn respect from industry peers, within your organization and most importantly customers who call your call center and employees who work in your call center.
  2. Retain/Attract New Customers – Winners have used their SQM award as a marketing tool to inform existing customers and potential new customers about their world class customer service they provide.
  3. Retain/Attract New Employees – Winners have used their SQM award to inform their employees and potential new employees about the world class customer service they provide and/or the excellent working environment.
  4. Career Opportunities – Leaders of the award winning call centers have more career opportunities within their own organization, as well as outside their organization. Also, a CSR that is certified as a world class performer has more career opportunities because everybody wants them.
  5. World Class Performance Recognition – Winners gain recognition for performing at the world class level. World Class performance is determined by using the FCR metric. World Class FCR performance means that the call center provided great customer service and delivered that service efficiently. FCR is the metric that matters most because it measures both service quality effectiveness and cost efficiency.