Categories & Criteria

Nominations are invited from UK-based contact centres for the following categories:

  • Individual Awards
  • Team Awards
  • Organisation Awards

Individual Awards

Nominees will be non-customer facing managers whose primary role is to provide support to the contact centre operation, either from within the contact centre or in a team that provides significant levels of support to the contact centre. Nominees may manage activities such as customer insight, project management, business continuity or communications. They will have a strong understanding of the contact centre’s opportunities and challenges and be actively involved in driving through improvements. They will be a key contributor to the delivery of the contact centre’s operating plan.

Nominees will be managing a customer relations or complaints team and have responsibility for a team of specialists responding to complaints including complaints passed through from the contact centre. They will have a good understanding of the customer issues and opportunities in their operation and be able to demonstrate improvements that they have implemented.

Nominees will be non-customer facing individuals whose primary role is to ensure effective planning and workforce management in the contact centre. They will have a strong understanding of the contact centre’s planning methodology and performance levels. They will be actively involved in driving through efficiency and effectiveness improvements and a key contributor to the creation and delivery of the contact centre’s operating plan.

Nominees will be providing support to the contact centre operation through ensuring that adequate controls and measures are in place to deliver a compliant, quality service to end customers. They will have a deep understanding of the current and future legal and regulatory requirements relating to their operation. They will have control measures in place and be able to demonstrate improvements that they have implemented or influenced in improving processes and measures

Nominees will be managers who are passionate about delivering quality through front line advisors and will be working closely with the Contact Centre Management team to create an environment where delivering a quality customer experience is paramount.

Nominees will be managing a team that is delivering business improvement and operational excellence in the contact centre operation. They will have a strong understanding of the contact centre’s opportunities and challenges and be actively involved in driving through improvements. They will be able to demonstrate a robust methodology for identifying, prioritising, implementing and monitoring business improvements. They will be able to demonstrate clear examples of improvements that their team has delivered and the impacts realised across colleague, customer and business KPIs.

Nominees for this category will be individuals in a leadership role who have personally initiated, led and implemented significant developments in their customer experience. They may have delivered improvements through raising awareness internally, improving processes, systems, or engagement with their organisations’ customers.

Nominees will be natural customer-centric individuals who recognise the impact that a good customer journey has on all elements of the balanced scorecard. They will be able to clearly demonstrate any improvements that they have delivered and the impact that this has had on the organisation. The developments may be delivered by one individual or a team, but the award will be for the individual who has been instrumental in making the change happen.

Nominees will be responsible for the learning and development of contact centre teams. This may include managers responsible for colleague induction, training academies, talent management and operational coaching. Nominees will be experienced training professionals able to demonstrate excellent stakeholder management skills and a passion for helping people develop and grow. They will be able to demonstrate the impact that they have had on improving the customer experience through the successful delivery of key learning and development initiatives.

Nominees will be responsible for a team of front-line advisors who work in an outsourced contact centre. They will typically have between six and 14 direct reports who handle enquiries directly from customers. The Team Manager will report directly to the Contact Centre Manager or equivalent in their organisational structure and excel in their role on a daily basis delivering on all their key performance indicators.

Nominations are invited from managers who work in sales, service, inbound, outbound, helpdesk, collections, or digital teams.

Please note, if a Team Manager has been at this level for less than 12 months, they will automatically be entered into the category of Team Manager of the Year – Rising Star.

Nominees will be responsible for a team of in-house front-line advisors. They will typically have between six and 14 direct reports, who handle enquiries directly from customers. The Team Manager will report directly to the Contact Centre Manager or equivalent in their organisational structure and excel in their role on a daily basis delivering on all their key performance indicators.

Nominations are invited from managers who work in sales, service, inbound, outbound, helpdesk, collections, or digital teams.

Please note, if a Team Manager has been at this level for less than 12 months, they will automatically be entered into the category of Team Manager of the Year – Rising Star.

Nominees will have operational responsibility for the day-to-day running of a UK based contact centre outsourced operation, with Team Managers or equivalent reporting into them. They may have a strategic element to their role and will be responsible for the delivery of the contact centres operating plan and excel in their role on a daily basis delivering on all their key performance indicators.

Nominees will have operational responsibility for the day-to-day running of a UK based contact centre operation, with Team Managers or equivalent reporting into them. They will be responsible for the delivery of the contact centres operating plan, ensuring a healthy colleague culture and succeeding on all their key performance indicators. Nominees will be able to demonstrate their achievements in leading a motivated, successful, customer focused contact centre team.

There are 3 individual categories for Contact Centre Manager of the Year. These are:

  • Contact Centre Manager of the Year – Small
  • Contact Centre Manager of the Year – Medium
  • Contact Centre Manager of the Year – Large

Nominees will be Directors or Head of Function that have overall strategic responsibility for the contact centre. They will be able to demonstrate innovation in their approach to strategy, management and delivery of customer experience through the contact centre and have a track record of delivering excellence. Nominees will have experience in successfully managing programmes and business initiatives and be able to evidence the impact on employees, customers and business results. Nominees will have a passion for empowering and inspiring their team(s) and will champion the contact centre within their business.

Nominees will be in a management role and went above and beyond during the pandemic to deliver something substantive and extraordinary. They will have demonstrated either empathy, resilience, or flexibility towards colleagues, customers, or specific business needs (or all of these). They will be one of your most dedicated and reliable colleagues who have shown courage, compassion and conviction to help out with either something connected to their day-to-day role or something that was needed purely due to having to respond during the pandemic. This category is not open to advisors and colleagues  working at a similar level.

Team Awards

Nominated teams will be responsible for delivering the training and development programmes in their contact centre operation. Nominees will be able to demonstrate an in-depth understanding of learning management approaches. They will be recognised by their internal customers as experts in their field and will be able to demonstrate the impact that they have had on improving current learning and development programmes.

Nominated teams will have day to day responsibility for the development and delivery of their digital (non-voice) activity. The team will be responsible for social media, messaging, live chat, chatbots and other digital channels and be able to demonstrate how they have aligned the brand and processes across customer channels. They will have a good awareness of the tools and techniques available to optimise digital and will be consistently delivering against their measures and organisational objectives.

Nominated teams will be providing operational support to customer facing teams within the contact centre. This could include quality assurance, communications, customer insight, management information, marketing, planning, risk, fraud, IT and HR teams.

They will be recognised by their internal customers as experts in their field, delivering outstanding support to the contact centre and will be able to demonstrate the impact they have had on contact centre performance.

Nominations are invited from teams who are focused on delivering business improvements to the contact centre. This may include small change, business readiness, process improvement and continuous improvement initiatives. The team will be working closely with the contact centre leadership team to understand how to improve the customer and/or colleague experience. They will be able to demonstrate the approach that they take to identifying issues and deploying solutions, and the results that have been realised.

Organisation Awards

Nominees will be able to outline how their organisation has introduced effective and innovative approaches that have resulted in creating a culture of diversity and inclusion in the contact centre. They will be able to convey the steps that their organisation has taken to implement and manage a successfully diversity and inclusion strategy, including communication and training. They will need to demonstrate that they have gone above and beyond legal requirements and created an environment where everyone feels valued.

We are looking for organisations that truly put their people at the heart of their business. Nominees will have a good understanding of the impact that strong employee engagement has on customer service. They will be able to outline a project or initiative that has had a significant impact on their colleague engagement results. Nominees will be able to demonstrate that they have clear processes in place for gathering and acting on Voice of the Employee data from all levels in the contact centre operation.

Nominations are invited from organisations who have delivered a programme of activity that supports local communities and charities. Organisations nominated may have an ongoing initiative or have acted during the pandemic to support a community or charity. Nominees will be able to demonstrate the impact of their support on the community as well as on colleague engagement and the organisations’ brand.

Nominations are invited from organisations that have successfully deployed a health and well-being programme in their contact centre that is providing a positive working environment. The nomination will be measured against how successful the programme has been implemented, the benefits that are being realised across the contact centre and the impact the programme is having on colleague engagement measures.

Nominations are invited from organisations who are successfully operating a homeworking programme either internally or with an outsourced partner. The nomination will be measured against the successful implementation of the model and the benefits that are being realised across efficiency and effectiveness, customer experience and colleague experience. Nominating organisations will be able to demonstrate the journey they have been on, the obstacles they have overcome and the impact that programme has had on their overall culture and business model.

Nominations are invited from organisations who have adapted or implemented an effective colleague recruitment and/or onboarding initiative in their contact centre. Judges will be looking for evidence of a good candidate experience (regardless of outcome), engagement during the recruitment or onboarding journey and a commitment to employing people with the right skill set and behaviours. Nominating organisations will be able to demonstrate the journey they have been on, the obstacles they have overcome and the impact that the programme has had on their overall culture and business model.

Nominations are invited from organisations that can demonstrate best practice across all the key people disciplines in their contact centre. They will be able to evidence: that people are provided with the tools to do the job effectively; robust planning processes that provide flexible working options for colleagues; a culture where people are encouraged to learn and grow; a safe and healthy working environment where diversity is embraced; an engaged workforce who are recognised, rewarded and valued for their contribution. The impact of this environment will be evidenced in their colleague, customer and operational metrics.

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