SQM’s 2013 Call Center Awards for VoC Excellence (Benchmarking)

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

About SQM’s 2013 Voice of the Customer/Employee Awards of Excellence

SQM’s call center voice of customer/employee awards of excellence program is the most prestigious and sought after North American call center 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) call center 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 call center benchmarking databases are 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, Dominican Republic and Jamaica. You will be benchmarked against leading North American companies such as Aetna, Amex Canada Inc., Avon, Blue Cross Blue Shield Companies, Canadian Tire, Capital One, Coors, Discover Financial, Fedex, Marriott, Sears, US Bank, Scotiabank, Safeway and OfficeMax.

What makes SQM awards unique is that they are based on customers who have used a call center and employees who work in a call center. SQM will conduct the call center benchmarking studies for the period of January 1, 2013 to December 31, 2013. For each call center that participates in our customer call center benchmarking study, SQM completes 400 post-call surveys, conducted by SQM’s telephone survey representatives or through our outbound IVR survey. A sample size of 400 surveys provides a margin of error +/- 5% with a confidence level of 95%. All customer post-call surveys have 12 or more questions and take approximately 3-5 minutes to complete. The surveys are conducted within 1 business days of the customer’s call to the call center in order to understand their FCR and 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 measure and help the call center improve their FCR and Csat performance.

In addition, for each call center that participates in our call center employee benchmarking study, SQM completes a minimum of 100 customer service representative (CSR) surveys or if the call center had less than 100 CSRs, 90% of the CSR workforce completes surveys. All employee surveys have 50 or more questions and are conducted online at the CSR and supervisor levels. This confidential employee online survey takes 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 effectiveness from a CSR and supervisor perspective.

Again, SQM awards excellence in service quality (i.e., FCR, Esat & Csat) for the call center industry. Specifically, SQM awards are based on customers who have used a call center and employees who work in a call center. Awards will be announced January 2014. We have 40 different awards and recognize the top performing call centers for the awards listed below.

SQM's Call Center Awards

Customer AWARDS

Employee AWARDS

1. Call Center of the Year Award
2. Best Performing (Small/Mid-Size) Call Center Award
3. Call Center World Class Certification
4. Call Center Site World Class Call Certification
5. Customer Representative World Class Call Certification
6. Supervisor World Class Certification
7. CSR of the Year and Top 10 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 Union Customer Service
20. Highest Government Customer Service
21. Highest Helpdesk Customer Service
22. Best Customer Satisfaction Selling
23. Highest IVR Satisfaction – Self Serve
24. Highest IVR Satisfaction – Navigate
25. Highest Call Escalation Customer Service

26. Highest Call Center Industry Satisfaction
27. Most Improved Employee Satisfaction
28. Highest Telcom/TV Satisfaction
29. Highest Credit Card Satisfaction
30. Highest Financial Satisfaction
31. Highest Banking Satisfaction
32. Highest Energy Satisfaction
33. Highest Retail Satisfaction
34. Highest Health Care Satisfaction
35. Highest Union Satisfaction
36. Highest Government Satisfaction
37. Highest Helpdesk Satisfaction
38. Highest Outsourcer Satisfaction
39. World Class Employee Satisfaction
40. Highest Work From Home Employee Satisfaction

Customer Awards

Award Name	Definition	How it is Judged
1. Call Center of the Year Award and Top 3 Finalists	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 3 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. The Call Center of the Year will be announced at the SQM Awards ceremony and the top 3 finalists will be announced January 2014.	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).
2. Best Performing (Small/Mid-Size) Call Center Award and Top 3 Finalists	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 3 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. The Best Performing (Small/Mid-Size) Call Center will be announced at the SQM Awards ceremony and the top 3 finalists will be announced January 2014.	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 100 CSR employees).
3. Call Center World Class Certification	Call Center World Class Certification is based on 80% of customers being overall very satisfied (top box response) with their call center experience, are very satisfied with the CSR who handled their call and their call was resolved. The organization will receive an SQM gold trophy.	Surveying must have been conducted for a minimum of 3 consecutive months during the Award year from January 1, 2013 to December 31, 2013. 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.
4. Call Center Site World Class Call Certification	Call Center Site World Class Certification is based on 80% of customers being overall very satisfied (top box response) with their call center experience, are very satisfied with the CSR who handled their call and their call was resolved. The call center site will receive an SQM gold trophy.	Surveying must have been conducted for a minimum of 3 consecutive months during the Award year from January 1, 2013 to December 31, 2013. 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.
5. Customer Representative World Class Call Certification	Customer Representative World Class Certification is based on 80% of customers being overall very satisfied (top box response) with their call center experience, are very satisfied 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.	Surveying must have been conducted for a minimum of 3 consecutive months during the Award year from January 1, 2013 to December 31, 2013. 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.
6. Supervisor World Class Call Certification	Supervisor World Class Certification is based on 80% of customers being overall very satisfied (top box response) with their call center experience, are very satisfied 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.	Surveying must have been conducted for a minimum of 3 consecutive months during the Award year from January 1, 2013 to December 31, 2013. 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.
7. Customer Representative of the Year and Top 10 Finalists	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 $500 cash! CSR top 10 finalists will receive a world class medallion and a plaque award to display on their desk.	Organizations can submit an unlimited number of nominations for the CSR of the Year award and top 10 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 10 finalists. All customer representative finalists will be announced before the SQM conference. CSR of the Year will be announced at the SQM Summit Conference.
8. Supervisor of the Year and Top 5 Finalists	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 $500 cash! Supervisor top 5 finalists will receive a world class medallion and a plaque award to display on their desk.	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 Summit Conference.
9. First Call Resolution Improvement Award	This award recognizes organizations that have a 5% or greater annual 2013 FCR improvement. Each FCR improvement award winner will receive an SQM gold trophy.	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 2013 annual FCR rating compared to their 2012 annual FCR rating.
10. Customer Representative Top 10 World Class Improvement	Top 10 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.	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, 2013 to December 31, 2013. 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.
11. Supervisor Top 5 World Class Improvement	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.	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, 2013 to December 31, 2013. 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.
12 – 21. Highest Specific Industry/Sector Customer Satisfaction Award	This award recognizes the organization with the highest customer service rating for each specific industry/sector (i.e., telecom/TV, credit card, financial, banking, energy, retail, health care, union, government & helpdesk). Customer service is based on having the highest FCR rating for a specific industry, sector or outsourcer. Award winners receive an SQM gold trophy.	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.
22. Best Customer Satisfaction Selling Award	This award recognizes the organization with the highest customer satisfaction for selling approach (top box) rating. Award winner receives an SQM plaque.	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.
23. Highest IVR Customer Satisfaction Self-Serve Award	This award recognizes the organization with the highest IVR overall customer satisfaction (top box) rating for a self-serve IVR. Award winner receives an SQM plaque.	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 IVR call type volume.
24. Highest IVR Navigation to CSR Performance Award	This award recognizes the organization with the highest customer satisfaction (top box) rating for the ease of navigating to a CSR.	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’s IVR must have a minimum of 4 menu choices.
25. Highest Call Escalation Award	This award recognizes the organization with the highest customer service for escalation calls. Award winner receives an SQM gold trophy.	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.

Employee Awards

Award Name	Definition	How it is Judged
26. Highest Call Center Industry Employee Satisfaction Award	This award recognizes the organization with the highest overall employee satisfaction (top box) rating. Award winners receive an SQM gold trophy.	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.
27. Most Improved Employee Satisfaction Award	This award recognizes the organization with the most improved overall employee satisfaction (top box) rating. Award winners receive an SQM plaque.	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 2013 overall employee satisfaction baseline rating compared to their 2012 overall employee satisfaction baseline rating.
28 – 38. Highest Specific Industry/Sector/Outsourcer Employee Satisfaction Award	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, union, government, helpdesk & outsourcer). Award winners receive an SQM plaque.	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.
39. World Class Employee Satisfaction Award	World Class Employee Satisfaction is based on 45% or more of CSR surveys being a ‘world class Esat’ survey. Award winners receive an SQM plaque.	SQM’s World Class Employee Satisfaction criteria is based on CSRs being overall very satisfied (top box response) with working at the call center. To be eligible, an organization must complete a minimum sample size of 100 CSR online surveys, or 90% of employee is less than 100 employees at the organization, must have completed the online survey.
40. Highest Work From Home Employee Satisfaction	This award recognizes the organization with the highest work from home overall employee satisfaction (top box) rating. Award winners receive an SQM plaque.	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.

SQM’s Call Center Benchmarking Awards Participation & Eligibility

The call center must have participated in SQM’s call center benchmarking and/or tracking programs. Awards will be announced January 2014.

Date Eligibility

All call centers that have been evaluated by SQM from January 1, 2013 through December 31, 2013 are eligible to win an SQM Award.

SQM Conference

We will be hosting our 15th annual Call Center Industry Voice of the Customer/Employee Awards and Best Practices Conference in which we will:

Recognize the winners of SQM’s Voice of the Customer/Employee Awards of Excellence
Provide all participants who have gone through SQM’s call center benchmarking and tracking studies the opportunity to learn from each other
Provide call center research and FCR, Esat and Csat best practices based on world class call center performers

SQM’s FCR and Csat Benchmarking Study

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

Benchmarking comparison to over 450 leading North American call centers
Benchmarking comparison to peer group, call center industry and world class call centers
Customer Protection – CP SCORE™
High level and detailed FCR and Csat ratings
Amount of revenue the call center protected and lost
Unresolved calls impact on operating cost
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
One copy of SQM’s book, First Call Resolution
Entry into SQM’s Service Quality Excellence Awards Program

Note: The above is from the level 1 benchmarking study.

Cost of SQM’s FCR and Csat Benchmarking Study

The cost of $10,000 is for SQM’s call center First Call Resolution (FCR)/Customer Satisfaction (Csat) benchmarking study or $4,000 for our call center Esat benchmarking study. You are automatically entered in the SQM Awards program at no cost, if you participated in a SQM FCR/Csat benchmarking or tracking study.

Benefits of the Awards

As a winner of an SQM Award, the prestige that comes with it is valuable from a number of different perspectives:

1. Recognition – SQM’s call center Voice of the Customer/Employee Awards of Excellence program is the most prestigious and sought after North American call center awards program. Our customer satisfaction certification program is the most credible and rewarding certification program for call centers, supervisors and customer service representatives because certification is based on your customers’ experience calling your call center.

2. Marketing – Past winners have used their SQM Award as a marketing tool to inform both their employees and customers of how well they perform at providing excellent customer service and/or an excellent working environment.

3. Career Opportunities – Past leaders of the award winning call centers get more career
opportunities within their own organization, as well as outside their organizations.