cb081686_wards_Program___SQM_Group_Inc___How_it_is_Judged
[Award Name] 5. Customer Representative World Class Call Certification [Definition] 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. [How it is Judged] 
Surveying must have been conducted for a minimum of 3 consecutive months during the Award year from January 1, 2015 to December 31, 2015. 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.
SQM’s Awards Program | SQM Group Inc.
How it is Judged