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Follow on Google News | SQM’s 13th Annual Most Prestigious Call Center 2011 Awards for Service Quality Excellence ProgramSQM is pleased to announce our 2011 award winning call centers and frontline employees. This is SQM’s 13th Annual Most Prestigious North American Call Center Industry 2011 Awards for Service Quality Excellence.
By: SQM Group 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. 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. SQM’s call center 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 October 1, 2010 to September 30, 2011. SQM has 37 different awards that recognize the top performing call centers. Based on the call centers we benchmarked, SQM recognizes the following Service Quality Award of Excellence Winners for 2011. Call Center of the Year Award Finalists • Canadian Tire Financial Services (CRCC) • Scotiabank (Nova Scotia) • VSP Vision Care (California) Criteria used for Call Center of the Year are based on having the highest combined customer and employee overall very satisfied (top box response) rating. The Call Center of the Year winner will be announced at SQM’s Call Center Industry 2011 Conference on November 17th in Toronto. Certified World Class Csat Call Centers • Blue Cross and Blue Shield of Kansas • Brother Canada • Canadian Tire Financial Services (RA) • Davis + Henderson (Ontario & Quebec) • Insurance Corporation of BC (Claims Division) • Insurance Corporation of BC (DTVI - Insurance Division) • Jackson National Life Insurance Co. (Michigan) • Marriott Systems Support Center (Maryland) • Marriott One Yield • Rogers Enterprise Service Delivery • Scotiabank (Alberta & Nova Scotia) • Scotiabank International (Dominican Republic) • Vancity • VSP Vision Care (California & Ohio) Criteria used for Call Center World Class Call Certification are 75% or higher of the calls are at the world class level for 6 months or more in 2011. 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. In closing, SQM would like to congratulate all of the award winning organizations and their CSRs and Supervisors. Their world class performance is vital to their organization’ http://www.sqmgroup.com/ # # # Since 1996, Service Quality Measurement (SQM) Group has been a leading North American call center industry research firm Voice of the Customer (VoC) expert for improving organizations’ End
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