Call Center Awards

Call Center Industry 2013 Award Winners for VoC Excellence


SQM's 15th Annual Most Prestigious North American Call Center 2013 Voice of the Customer/Employee Awards Program




SQM benchmarks over 450 leading North American call centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. On an annual basis, SQM conducts over 1 million surveys with customers who have called a call center. SQM also conducts over 25,000 surveys annually with employees who work in call 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 call center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the call center industry. We have recognized top performing call centers for customer and employee satisfaction since 1998. SQM awards are based on customers who have used a call center and employees who work in a call center. SQM conducted the benchmarking studies for the period of January 1, 2013 to December 31, 2013.

For each call 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 call center in order to understand their satisfaction with their call 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 call center improve their FCR and Csat performance.

In addition, for each call center that participated in the employee benchmarking study, SQM completed a minimum of 100 customer service representative (CSR) surveys or if the call 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 call center’s FCR, Esat and Csat performance from a CSR and supervisor perspective and provides opportunities to improve the call center’s FCR performance in terms of people, process and technology practices.

SQM has 49 different awards that recognize the top performing call centers. Based on the call centers we benchmarked, SQM is honored to recognize the following Service Quality Award of Excellence Winners for 2013. These prestigious call 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

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 Award Finalists 2013 Group Photo

Best Performing Small/Mid Sized 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


Organization

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 Winners


Category

Organization

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

Criteria

  • Canadian Tire Financial Services
  • Canadian Tire Financial Services
  • CareFirst
  • Sun Life Financial
  • BlueCross BlueShield of Vermont
  • BlueCross BlueShield of South Carolina
  • TELUS Sourcing Solutions Inc.
  • BlueCross BlueShield of Vermont
  • VSP Vision Care
  • Sun Life Financial
  • Millennium1 Solutions (PC Bank)
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

Great CSAT Customer Service Stories from 2013

CSR Top 10 World Class Csat Improvement Winners


CSR Name

Organization

Criteria

  • Rogers Business Care
  • VSP Vision Care
  • VSP Vision Care
  • Sun Life Financial
  • Scotiabank International (Dominican Republic)
  • Rogers Business Care
  • Sun Life Financial
  • Rogers Business Care
  • Sun Life Financial
  • CareFirst
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

  CSR World Class Csat Improvement Winners Group Photo

Great World Class Call Improvement Stories from 2013

Supervisor Finalists for Supervisor of the Year


Supervisor Name

Organization

Criteria

  • ENMAX
  • Highmark
  • Sun Life Financial
  • BlueCross BlueShield of Vermont
  • VSP Vision Care
  • Canadian Tire Financial Services
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

* Supervisor of the Year Winner

  Supervisor of the Year Finalists Group Photo

Great Coaching Stories from 2013

Customer Satisfaction & First Call Resolution Awards


Highest Customer Satisfaction for the Call Center Industry Awards

Organization

Award

Criteria

  • 1. Best Selling Customer Satisfaction
  • 2. Highest IVR Customer Satisfaction Self Serve
  • 3. Highest IVR Navigation to the Right CSR
1. This award recognizes the call center with the highest customer satisfaction (top box response) rating for selling approach
2. This award recognizes the call center with the highest overall customer satisfaction (top box response) rating for a self serve IVR
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

Criteria

  • Banking
  • Financial
  • Credit Card
  • Insurance
  • Health Care
  • Retail/Service
  • Energy
  • Telco/TV (Consumer)
  • Telco/TV (B2B)
  • Union
  • Helpdesk
  • Government
  • Business to Business
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

Organization

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

Organization

 

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

Criteria

  • Energy
  • Financial
  • Insurance
  • Health Care
  • Outsourcer
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

Organization

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

Criteria

  • BlueCross and BlueShield of South Carolina
  • 407 ETR
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

Criteria

  • Highmark PA
  • Florida Blue
  • Nationstar
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