cb081686_wards_Program___SQM_Group_Inc___How_it_is_Judged
[Award Name] 1. Call Center of the Year Award and Top 2 Finalists [Definition] 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 2 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. [How it is Judged] 
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).
SQM’s Awards Program | SQM Group Inc.
How it is Judged