2020 Contact Center Industry Award Winners
SQM benchmarks over 500 leading North American call centers on an annual basis and has been conducting first call resolution, customer, and employee experience studies since 1996. SQM annually conducts over 1.5 million surveys with customers who have used a call center, email, website, IVR, chat, 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. Based on our customer and employee studies, SQM awards excellence in FCR, customer satisfaction, and employee satisfaction for the contact center industry. We have been recognizing top-performing contact centers for customer and employee experience since 1998. SQM awards are based on customers who have used a contact channel and employees who work in a contact center. For the 2020 Contact Center Industry Awards, SQM conducted customer and employee experience studies for the period of January 1 to December 31, 2020.
For each contact center that participated in the customer experience study, SQM completed a minimum of 400 post-contact surveys. 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. FCR Best Practice Awards acknowledge organizations that have demonstrated a best practice that has improved first call resolution (FCR) or provided a positive customer experience.
SQM has more than 50 different award categories that recognize the top-performing organizations in FCR, employee experience, and FCR Best Practice performance. Based on the organizations benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2020. These prestigious customer experience industry awards were presented at our 22nd annual awards ceremony held virtually on May 20, 2021.
Award Name
Name: Temp Name
Organization: Temp Company
Customer Experience Awards
Call Center of the Year
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.
Winner
Jackson
Finalists
- Blue Cross and Blue Shield of Kansas
- Canadian Tire Financial Services (CRCC)
Best Performing Small- to Mid-Sized Call Center
Criteria used for Best Performing Small- to Mid-Sized Call Center (between 25 to 99 CSRs) are based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating.
Winner
Marchon/Altair
Finalists
- Blue Cross and Blue Shield of Vermont
- Highmark Health (Federal Employee Program)
Call Center World Class FCR Certifications
Criteria used for Call Center World Class FCR Certification is 80% or higher customers getting their contact resolved on the first call to the call center (FCR) for 3 consecutive months or more.
- 407 ETR (Contact Centre/Commercial)
- Blue Cross and Blue Shield of Kansas
- Blue Cross and Blue Shield of Kansas City (Commercial)
- Blue Cross Blue Shield of Massachusetts (Retail Sales and Retention)
- Blue Cross and Blue Shield of Vermont
- Blue Cross of Idaho (Federal Employee Program)
- BlueCross BlueShield of Illinois (Federal Employee Program)
- BlueCross BlueShield of Montana (Federal Employee Program)
- BlueCross BlueShield of New Mexico (Federal Employee Program)
- BlueCross BlueShield of Oklahoma (Federal Employee Program)
- BlueCross BlueShield of Texas (Federal Employee Program)
- Canadian Tire Roadside Assistance
- Consumers Energy Business Center
- Express Scripts, Inc. in partnership with Blue Cross Blue Shield of Massachusetts
- Florida Blue (Federal Employee Program)
- FortisBC
- Highmark Health (Federal Employee Program)
- Independence partner FutureScripts
- Jackson
- Marchon/Altair
- Marchon Canada
- Mr. Cooper (Private Label)
- Regence Blue Cross and Blue Shield Plans (Federal Employee Program)
- Security Health Plan
- VSP Vision Care
- World Vision Canada
Web Self-Service World Class FCR Certification
Criteria used for Web Self-Service World Class FCR Certification is 80% or higher of customers getting their contact resolved on the first contact with the website (FCR) for 3 consecutive months or more.
Winner
FortisBC
IVR Self-Service World Class FCR Certification
Criteria used for IVR Self-Service World Class FCR Certification is based on 80% or higher of customers getting their contact resolved on the first call with the IVR (FCR) for 3 consecutive months or more.
Winner
FortisBC
Customer Experience Best Practices
These awards recognize the organization that has demonstrated they have improved or helped maintain high FCR and customer experience (CX) performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance.
| Category | Winner |
|---|---|
| Web Self-Service | Security Health Plan |
| Quality Assurance Program | Blue Cross and Blue Shield of Kansas City |
| Desktop Application(s) | Mr. Cooper |
| CSR Recognition Program | FortisBC |
| Career Development Program | Blue Cross and Blue Shield of Vermont |
| Call Handling Practice | BlueCross BlueShield of North Carolina |
| Escalation CSR Support | Security Health Plan |
| Performance Management System | BlueCross BlueShield of South Carolina (BlueChoice HealthPlan) |
| CSR Coaching Program |
BlueCross BlueShield of North Carolina Mr. Cooper |
| CSR Training Program | Blue Cross Blue Shield of Massachusetts |
| CSR Selection Process | VSP Vision Care |
| Standard Operating Procedures | FortisBC |
| CSR Continuous Improvement Process | Security Health Plan |
| Work from Home |
Consumers Energy Independence Blue Cross |
| FCR Measurement | Blue Cross Blue Shield of Massachusetts |
CSR of the Year
To be eligible the customer service representative (CSR) must be World Class CX Certified. The criteria for a World Class CX Certified CSR is 85% or higher of the calls surveyed are at the World Class Call (WCC) level. SQM's WCC criteria is based on the customer's call being resolved and the customer is overall very satisfied (top box response) with the CSR who handled their call. Call center management must also send an example of a great customer service story that the CSR delivered.
Winner
Jason O'Connell, Security Health Plan
Finalists
| Name | Organization |
|---|---|
| Tiana Pierce | AmeriHealth Caritas |
| Victoria Standford | |
| Alassa Gevanni | Blue Cross and Blue Shield of Kansas |
| Brittany Badua | Blue Cross and Blue Shield of Kansas City |
| Gretchen Gladden | |
| Tracy Shifflett | |
| Hannah Tomeny | Blue Cross and Blue Shield of Vermont |
| Kasia Starzec | |
| Keisha Wright | Blue Cross Blue Shield of Massachusetts |
| Zamir Matos | Blue Cross Blue Shield of Rhode Island |
| Christine Castro | BlueCross BlueShield of North Carolina |
| Jantiest Damon | BlueCross BlueShield of South Carolina |
| Stacy Small | |
| Starlight Ervin | |
| Amy Jo Schultz-Porter | Consumers Energy |
| Jennifer King | |
| John O'Brian | Florida Blue (Federal Employee Program) |
| Sharon Kelley | HealthNow New York Inc. |
| Scarlet Jones | Highmark Health |
| Courtney Gilfillian | Horizon Blue Cross Blue Shield of New Jersey |
| Meagan Cockrell | Mr. Cooper |
| Chrissy Chandler | Regence Blue Cross and Blue Shield Plans |
| Mahul Patel | Scotia iTRADE |
| Kay Landers | VSP Vision Care |
CSR Top World Class CX Improvement
To be eligible the customer service representative (CSR) must have a 10% or greater annual world class CX metric improvement from the previous year. SQM's WCC criteria is based on the customer's call being resolved and the customer is overall very satisfied (top box response) rating with the CSR who handled their call. Call center management must also send an example of a great customer service story that the CSR delivered.
Winners
| Name | Organization |
|---|---|
| Keri Bonin | Blue Cross Blue Shield of Rhode Island |
| Jenna Albertine | HealthNow New York Inc. |
| Clarece Haney | Regence Blue Cross and Blue Shield Plans |
| Richard Merkel | Security Health Plan |
| Heidi Grant | VSP Vision Care |
Supervisor of the Year
To be eligible the supervisor must be World Class CX Certified. The criteria for a World Class CX Certified Supervisor is 85% or higher of the calls surveyed are at the World Class Call (WCC) level. Call center management or CSRs must also send an example of a great Call Resolution or Csat coaching story.
Winner
Karandeep Singh, 407 ETR
Finalists
| Name | Organization |
|---|---|
| TeRance Golden | Blue Cross and Blue Shield of Kansas City |
| Lauren Gould | HealthNow New York Inc. |
| Mary Calissie | Highmark Health |
| Fred Jackson | VSP Vision Care |
Highest Customer Experience for the Contact Center Industry
| Winners | Category | Criteria |
|---|---|---|
| FortisBC | Highest Enterprise-Wide One Contact Resolution | This award recognizes the organization with the highest enterprise-wide one contact resolution over two or more contact channels, with one being the call center and one being the website. |
| Marchon/Altair | Highest Omni-Channel Customer Service | This award recognizes the contact center with the highest overall Csat (top box rating) where the experience was seamless for the entire multi-channel experience. |
| FortisBC | Highest Web Self-Service Customer Service | This award recognizes the contact center with the highest overall Csat (top box rating) for their respective category. |
| FortisBC | Highest IVR Self-Service Customer Service | |
| Blue Cross and Blue Shield of Kansas | Highest Email Customer Service | |
| Security Health Plan | Highest Chat Customer Service |
Highest Customer Service by Industry
Customer service is based on the organization having the highest FCR rating in each specific industry/sector.
| Winners | Category |
|---|---|
| First West Credit Union | Banking |
| Canadian Tire Financial Services | Credit Card |
| Jackson | Financial |
| VSP Vision Care | Insurance |
| Blue Cross and Blue Shield of Vermont | Health Care |
| Highmark Health | Health Care Federal Employee Program |
| Express Scripts, Inc. in partnership with Blue Cross Blue Shield of Massachusetts | Pharmacy |
| Petro-Canada (Concentrix) | Retail/Service |
| FortisBC | Energy |
| TELUS Québec | Telco/TV |
| Blue Cross Blue Shield of Michigan (Web Support Help Desk) | Helpdesk |
| Halton Region | Government |
| Marchon/Altair | Business to Business |
| World Vision Canada | Charity |
| Blue Cross and Blue Shield of Vermont | Non-Profit |
First Call Resolution Improvement
Criteria used for First Call Resolution Improvement is based on a 5% or greater annual FCR improvement from the previous year.
- ATCO Electric
- BlueCross BlueShield of Montana (Federal Employee Program)
- BlueCross BlueShield of New Mexico (Federal Employee Program)
- BlueCross BlueShield of Oklahoma (Federal Employee Program)
- BlueCross BlueShield of South Carolina (State Health Plan)
- BlueCross BlueShield of Texas (Federal Employee Program)
- Blue Cross Blue Shield of North Dakota
- Blue Cross Blue Shield of Rhode Island (Federal Employee Program)
- Blue Cross Blue Shield of Wyoming
- Blue Cross and Blue Shield of Kansas City (Federal Employee Program)
- Blue Cross and Blue Shield of Minnesota
- Blue Cross of Idaho (Federal Employee Program)
- First West Credit Union
- Geisinger Health Plan
Employee Experience Awards
Highest Employee Experience for the Contact Center Industry
Criteria used for Highest Employee Experience for the Contact Center Industry is based on having the highest employee overall very satisfied (top box rating) with working in their contact center.
Winner
Blue Cross and Blue Shield of Kansas
Most Improved Employee Experience
Criteria used for Most Improved Employee Experience is based on having the most improved employee overall very satisfied (top box rating) with working in their contact center.
Winner
Blue Cross and Blue Shield of Kansas
Highest Employee Experience by Industry
Criteria used for Highest Employee Experience by Industry is based on having the highest employee overall very satisfied (top box rating) with working in their contact center for each specific industry or sector.
| Winners | Category |
|---|---|
| Canadian Tire Financial Services | Financial |
| VSP Vision Care | Insurance |
| Blue Cross and Blue Shield of Kansas City | Health Care |
Highest Work From Home Employee Experience
Criteria used for Highest Work From Home Employee Experience is based on having the highest employee overall very satisfied (top box rating) for work from home CSRs.
Winner
Blue Cross and Blue Shield of Kansas
World Class Employee Experience
Criteria used for World Class Employee Experience is based on 50% or higher of employees rate their overall experience of working in the contact center as very satisfied (top box rating).
Winners
- Blue Cross and Blue Shield of Kansas
- Blue Cross and Blue Shield of Kansas City
- Blue Cross and Blue Shield of Vermont
- Canadian Tire Corporate Customer Support
- Canadian Tire Financial Services
- Highmark Health (Federal Employee Program)
- Jackson
- Regence Blue Cross and Blue Shield Plans
FCR Leadership
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.
Winners
| Name | Organization |
|---|---|
| Janalee Willet | Blue Cross and Blue Shield of Vermont |
| Kenny Shuler | HCSC (Federal Employee Program) |
Previous Award Winners
Explore our awards archive to discover all the past winners of SQM's Call Center Customer Service Industry Awards, spanning from 2006 onwards!
Interested in Awards?
Find out how you can qualify for these awards and be recognized for your contact center CX success and improvement. Connect with SQM today.