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Press release

March 22, 2022 9:00 a.m. EDT

COEUR D’ALENE, Idaho, March 22, 2022 ( –
SQM Group is delighted to share that the winners of the 2021 Call Center Customer Service Industry Award were advertised on their site.

Since 1998, the SQM Group’s Call Center Customer Service Industry Awards have recognized top performing call centers and employees for first call resolution, client satisfactionemployee satisfaction and best practices. These awards are based on measuring, benchmarking and tracking over 500 leading North American call centers on an annual basis. SQM conducts more than one million surveys of customers who call a call center and more than 25,000 surveys per year of employees working in call centers.

SQM customers use mySQM™ FCR Insights Software, a customer service management software specifically designed for call centers and designed to measure, track, benchmark and improve first call resolution, customer service, quality assurance and employee experience. Through this portal, call centers and individual agents can achieve world-class certification through the use of Voice of the Customer (VoC) surveys that allow the customer to be the judge of the service they receive. has received. This software includes six basic standard features and six personalized intelligence functions™. SQM currently offers a Free Demo of their software for call centers looking to improve their performance and for a chance to win a call center customer service industry award in upcoming awards seasons.

SQM’s awards are considered the gold standard of achievement in the call center industry and being recognized at the annual awards ceremony is an incredible opportunity for call centers across America. North. SQM’s rewards program recognizes call centers, managers, supervisors and agents who have performed globally in customer service.

SQM would like to recognize the following winners of the Call Center Customer Service Industry Award for 2021:

Call Center of the Year Winner: Kansas Blue Cross and Blue Shield

The criteria used for Call Center of the Year is based on having the highest combined overall very satisfied customer and employee FCR rating (top response).

Best Performing Small to Midsize Call Center Awards: Highmark (Federal Employee Program)

The criteria used for the top performing small to medium-sized call centers (between 25 and 99 agents) is based on having the highest combined customer FCR and overall employee very satisfied rating (top answer).

For a full list of winners and finalists ahead of the awards ceremony, visit the SQM website Winners page. To find out who won Agent CX Improvement, Supervisor of the Year, Agent of the Year, and many other awards, join SQM for their 23rd annual awards ceremony virtually on May 19, 2022.

Source: SQM Group