SQM Group: Contact Center Certification


  • Ontario 211
  • BCAA
  • Blue Cross Blue Shield
  • Canadian Tire
  • ENMAX
  • ICBC
  • Jackson National Life
  • Rogers
  • Scotiabank
  • VanCity
  • VSP Vision Care

SQM certifies organizations, contact centers, supervisors and CSRs for achieving world class call customer service performance. SQM’s certification program is based on customers’ judgment of their experiences using a contact center to handle transactions. Having customers judge the contact center, supervisor or CSR for providing world class customer service is the most credible certification program in the contact center industry. Again, what makes SQM’s certification program so credible is that it is the customers who have used a contact center making the judgment for certification versus contact center management doing a good job completing an application form for some other type of certification program. We have all experienced an instance where somebody that does a good job at completing an application form and/or exaggerates the accomplishments, business practices or technology of the contact center in order to become certified. When a customer is the judge of the quality there is no way for management to exaggerate or misrepresent the customer’s experience.

For those organizations and contact centers who achieve world class call customer service performance, SQM provides them with a trophy award and a certificate certifying that they have achieved world class distinction. For supervisors and CSRs who have achieved world class call customer service performance, SQM group provides them with a certificate validating that they have achieved world class distinction.


The following outlines how the SQM certification program works:

  • SQM conducts customer satisfaction phone, IVR or web based surveys within 10 minutes to 24 hours of the customer’s most recent call. Surveys are conducted based on a random sample of customer calls.
  • For customer service representatives, a minimum sample size of 25 attributed customer surveys is required.
  • For supervisors, a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site is certified separately.
  • Contact centers, supervisors and customer service representatives that meet SQM’s world class certification criteria over a minimum of 3 consecutive months will be certified by SQM as a world class customer service performer.
  • SQM’s world class FCR criteria is based on 80% or higher of calls are FCR. SQM’s FCR call criteria are based on the customer’s call being resolved on the first call.
  • Certification status is valid for one year from the time certification is achieved. In order to maintain certification status, you must participate in SQM’s certification program.

SQM recognized in 2015 the following certified world class contact centers.

Contact Center World Class FCR Certification Registry

  • 211 Ontario
  • 407 ETR
  • BC Automobile Association (BCAA)
  • Blue Cross Blue Shield of Michigan (Web Support Help Desk)
  • BlueCross BlueShield of Vermont
  • Canadian Tire Bank
  • Canadian Tire Roadside Assistance
  • Enbridge Large Business Accounts
  • ENMAX, Inc.
  • FortisBC
  • Genworth Life Customer Service
  • Insurance Corporation of BC (DTVI & BEU)
  • Jackson
  • Marchon Eyewear Inc.
  • Millennium1 Solutions (Credit Card Sales Segment)
  • Prime Therapeutics (Nebraska & New Mexico)
  • Regence BlueCross BlueShield of Oregon
  • Rogers Enterprise Service Delivery
  • Scotiabank (Halifax)
  • Scotiabank International (Dominican Republic)
  • Scotiabank International (Jamaica)
  • Scotiabank International (Mexico)
  • ScotiaLife Financial
  • Sun Life Financial Group Retirement Services (Waterloo)
  • Vancity
  • VSP Vision Care (California & Ohio)

The following outlines how the SQM certification program works:

  • SQM conducts customer satisfaction phone, IVR or web based surveys within 10 minutes to 24 hours of the customer’s most recent call. Surveys are conducted based on a random sample of customer calls.
  • For customer service representatives, a minimum sample size of 25 attributed customer surveys is required.
  • For supervisors, a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site is certified separately.
  • contact centers, supervisors and customer service representatives that meet SQM’s world class certification criteria over a minimum of 3 consecutive months will be certified by SQM as a world class customer service performer.
  • SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their contact center experience and they are also very satisfied (top box response) with the CSR who handled the call.
  • Certification status is valid for one year from the time certification is achieved. In order to maintain certification status, you must participate in SQM’s certification program.

SQM recognized in 2014 the following certified world class contact centers.

Contact Center World Class Call Certification

The following outlines how the SQM certification program works:

  • SQM conducts a post-call phone, IVR or web-based Csat surveys within 2 business days of the customer’s most recent call to a contact center. Surveys are conducted based on a random sample of customer calls.
  • For CSRs a minimum sample size of 25 attributed customer surveys is required.
  • For managers a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site will be certified separately.
  • If all contact center sites are world class certified, then the entire organization will be certified as world class.
  • Organizations, contact centers, supervisors and CSRs that have greater than 80% of their calls meeting the SQM world class call criteria over a minimum of 3 months will be certified by SQM Group as world class performers.
  • SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their contact center experience and they are also very satisfied (top box response) with the CSR who handled the call.
  • Certification status is valid for one year from the time certification is achieved. In order to maintain certification status, you must participate in SQM’s certification program on an annual basis.

 

SQM recognized in 2013 the following certified world class contact centers.

 

Contact Center World Class Call Certification

The following outlines how the SQM certification program works:

  • SQM conducts a post-call phone, IVR or web-based Csat surveys within 2 business days of the customer’s most recent call to a contact center. Surveys are conducted based on a random sample of customer calls.
  • For CSRs a minimum sample size of 25 attributed customer surveys is required.
  • For managers a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site will be certified separately.
  • If all contact center sites are world class certified, then the entire organization will be certified as world class.
  • Organizations, contact centers, supervisors and CSRs that have greater than 75% of their calls meeting the SQM world class call criteria over a minimum of 6 months will be certified by SQM Group as world class performers.
  • SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their contact center experience and they are also very satisfied (top box response) with the CSR who handled the call.
  • Certification status is valid for one year from the time certification is achieved. In order to maintain certification status, you must participate in SQM’s certification program on an annual basis.

 

SQM recognized in 2012 the following certified world class contact centers.

 

Contact Center World Class Call Certification

The following outlines how the SQM certification program works:

  • SQM conducts a post-call phone, IVR or web-based Csat surveys within 2 business days of the customer’s most recent call to a contact center. Surveys are conducted based on a random sample of customer calls.
  • For CSRs a minimum sample size of 25 attributed customer surveys is required.
  • For managers a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site will be certified separately.
  • If all contact center sites are world class certified, then the entire organization will be certified as world class.
  • Organizations, contact centers, supervisors and CSRs that have greater than 75% of their calls meeting the SQM world class call criteria over a minimum of 6 months will be certified by SQM Group as world class performers.
  • SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their contact center experience and they are also very satisfied (top box response) with the CSR who handled the call.
  • Certification status is valid for one year from the time certification is achieved. In order to maintain certification status, you must participate in SQM’s certification program on an annual basis.

 

SQM recognized in 2011 the following certified world class contact centers.

 

Contact Center World Class Call Certification

The following outlines how the SQM certification program works:

  • SQM conducts a post-call phone, IVR or web-based Csat surveys within 2 business days of the customer’s most recent call to a contact center. Surveys are conducted based on a random sample of customer calls.
  • For CSRs a minimum sample size of 25 attributed customer surveys is required.
  • For managers a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site will be certified separately.
  • If all contact center sites are world class certified, then the entire organization will be certified as world class.
  • Organizations, contact centers, supervisors and CSRs that have greater than 75% of their calls meeting the SQM world class call criteria over a minimum of 6 months will be certified by SQM Group as world class performers.
  • SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their contact center experience and they are also very satisfied (top box response) with the CSR who handled the call.
  • Certification status is valid for one year from the time certification is achieved. In order to maintain certification status, you must participate in SQM’s certification program on an annual basis.

 

SQM recognized in 2010 the following certified world class contact centers.

 

Contact Center World Class Call Certification

The following outlines how the SQM certification program works:

  • SQM conducts a post-call phone, IVR or web-based Csat surveys within 2 business days of the customer’s most recent call to a contact center. Surveys are conducted based on a random sample of customer calls.
  • For CSRs a minimum sample size of 25 attributed customer surveys is required.
  • For managers a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site will be certified separately.
  • If all contact center sites are world class certified, then the entire organization will be certified as world class.
  • Organizations, contact centers, supervisors and CSRs that have greater than 70% of their calls meeting the SQM world class call criteria over a minimum of 6 months will be certified by SQM Group as world class performers.
  • SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their contact center experience and they are also very satisfied (top box response) with the CSR who handled the call.
  • Certification status is valid for one year from the time certification is achieved. In order to maintain certification status, you must participate in SQM’s certification program on an annual basis.

 

SQM recognized in 2009 the following certified world class contact centers.

 

Contact Center World Class Call Certification

For 2008 SQM certified 8 Contact Centers and 1500 CSRs for providing World Class customer service. How the certification program works:

  • SQM conducts customer satisfaction telephone, IVR or web based surveys within 10 minutes to 72 hours of the customer’s most recent call. Surveys are conducted based on a random sample of customer calls.
  • For CSRs a minimum sample size of 25 attributed customer surveys is required.
  • For managers a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site will be certified separately.
  • If all contact centers are world class certified, then the entire organization will be certified as world class.
  • Organizations, contact centers, managers and CSRs that have greater than 70% of their calls meeting the SQM criteria of world class over a minimum of 6 months will be certified by SQM Group as world class performers.
  • SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their contact center experience and they are also overall very satisfied (top box response) with the CSR who handled the call.
  • Certification status is good for 1 year from the time you achieved certification. In order to maintain certification status, you must participate in SQM’s certification program on an annual basis.

 

SQM recognized in 2008 the following certified world class organizations.

 

Contact Center World Class Certification