SQM's Contact Center Industry 2015 Award Winners for VoC Excellence

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SQM is pleased to announce the winners for our 2015 awards for Voice of the Customer Excellence program. This is SQM’s 17th Annual Most Prestigious North American Contact Center Industry 2015 Awards for Service Quality Excellence.

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SQM Group would like to congratulate all award winning organizations along with their CSRs and Supervisors on their achievements throughout the year.

SQM benchmarked over 500 leading North American contact centers during the period of January 1 to December 31, 2015. For SQM’s award program, we telephone surveyed customers within two business days of their contact with the contact center to understand the customer experience. SQM’s awards are primarily based on first contact resolution and customer satisfaction with the service experience.

Our Best Practice Awards will be announced in a second Press Release on February 15th.

Today, we are very proud to honor the following top Award winners and finalists:

Contact Center of the Year Award Winner
►VSP Vision Care

Contact Center of the Year Award Finalist
►Canadian Tire Bank    

Contact Center of the Year Award Finalist    
►Jackson    

Best Performing Small- to Mid-Size Contact Center Winner    
►BlueCross BlueShield of Vermont

Best Performing Small- to Mid-Size Contact Center Finalist    
►407 ETR

Best Performing Small- to Mid-Size Contact Center Finalist    
►TELUS Sourcing Solutions Inc.

Contact Center World Class FCR Certification (80% or higher FCR for 3 months or more)
►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
►Enbridge Large Business Accounts
►ENMAX, Inc.
►FortisBC (Contact Center & Website Self-Serve)
►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)

Highest Customer Satisfaction for the Contact Center Industry Awards
►Vancity – Best Selling Customer Satisfaction
►Canadian Tire Bank – Highest Omni-Channel Customer Service
►Cogeco Connexion – Highest Field Services Customer Service

Highest Customer Service by Industry Awards
►Vancity – Banking
►Jackson – Financial
►Canadian Tire Bank – Credit Card
►VSP Vision Care – Insurance
►Prime Therapeutics – Health Care
►Prime Therapeutics – Pharmacy
►Blue Cross of Idaho – Health Care FEP
►Cogeco Connexion (Storefront) – Retail/Service
►ENMAX, Inc. – Energy
►Cogeco Connexion – Telco/TV
►Blue Cross Blue Shield of Michigan (Web Support Help Desk) – Helpdesk
►211 Ontario – Government
►Marchon Eyewear Inc. / VSP Vision Care – Business to Business

First Call Resolution Improvement Awards
►407 ETR (Collections)
►Blue Cross and Blue Shield of Illinois
►Blue Cross and Blue Shield of Montana
►Blue Cross and Blue Shield of New Mexico
►Blue Cross and Blue Shield of Oklahoma
►Blue Cross and Blue Shield of Texas
►CareFirst
►Canadian Tire Customer Relations
►Enbridge Large Business Accounts
►Excellus BlueCross BlueShield
►Independence Blue Cross Administrators
►HCL
►Millennium1 Solutions (Credit Card Sales and High Value Segments)
►Nationstar Mortgage (3rd year running)
►ScotiaLife Financial

SQM Group would like to congratulate all award winning organizations along with their CSRs and Supervisors on their achievements throughout the year. Their world class performance is vital to their organization’s success! SQM is pleased to arrange press interviews with the executive contacts within our prestigious winning organizations. Please contact us at SQM to discuss next steps.

SQM will be presenting the 2015 Contact Center Industry Awards for Service Quality Excellence at SQM’s annual conference held in Coeur d’Alene, Idaho, May 17th – 19th, 2016.

For questions about the SQM Awards please contact:

Sarah Kennedy, Senior Vice President
+1 (800) 446-2095

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Sarah Kennedy
SQM Group
+1 1-800-446-2095
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SQM Group Inc.
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