Nominations are invited from UK-based contact centres for the following categories:
- Individual Awards
- Team Awards
- Organisation Awards
Each of the nominated organisations will be able to demonstrate:
Nominees will be non-customer facing individuals whose primary role is to provide support to the call centre operation. Nominees will work either in the call centre operation or in a team that provides significant levels of support to the contact centre.
Nominees may hold roles such as analysts, customer insight, project managers, communications managers. Nominees will have a strong understanding of the contact centres opportunities and challenges and be actively involved in driving through improvements. They will be a key contributor to the delivery of the contact centres operating plan.
Nominated individuals will have delivered an initiative or a series of initiatives that have brought about a significant improvement in the Contact Centre operation. Nominees will have a deep understanding of the Contact Centre operation, its current challenges and the opportunities for improvement. They will be experienced in their role and be structured in their approach with a broad understanding of the business drivers. They will be recognised internally as someone who has driven significant improvements in the process, culture or systems and realised significant business benefits including revenue generation, cost reduction and/or improvement in colleague and customer experience.
Nominees will be managing a Customer Relations/Complaints team providing support to the call centre operation. The Manager/Leader will 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 provide resource planning support to the contact centre operation.
Nominees will have a strong understanding of the contact centres opportunities and challenges and be actively involved in driving through improvements. They will be a key contributor to the delivery of the contact centres operating plan.
Nominees will be providing support to the call centre operation through ensuring that adequate controls and measures are in place to deliver a compliant, quality service to end customers. They may lead a team, or work on their own.
Nominees will be 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 have a deep understanding of the current and future legal 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 for this category will be individuals in a leadership role who have personally initiated, led and implemented significant developments/improvements in the customer experience for their organisation. 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 progress/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 a team of call handlers. They will typically have between 6 and 14 direct reports, who handle enquiries directly from customers. The Team Manager/Leader will report directly to the Contact Centre Manager or equivalent in their organisational structure.
There are 4 individual categories for Contact Centre Manager of the Year. These are:
Nominees will have operational responsibility for the day to day running of a UK based call/contact centre operation. They may have a strategic element to their role but their primary focus will be the management of the call centre. They will have Team Managers/Leaders or equivalent reporting in to them. They will be responsible for the delivery of the call centres operating plan.
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 organisations social media activity. They may be part of the Contact Centre Team or will have a close working relationship with them. The team will be able to demonstrate how they have aligned with other customer channels and have a good awareness of the tools and techniques available to maximize this channel. They will be clear on their social media branding and will be consistently delivering against their measures and organisational objectives
Nominated teams will be teams that are mainly handling webchats, they may also be handling other channel enquiries in addition to webchat. The team will be able to demonstrate how the webchat channel aligns with other customer channels to deliver a seamless journey. The team will be able to demonstrate tools and techniques that maximise the customer experience, the colleague experience and operational efficiency.
Nominations are invited from organisations that have successfully deployed a Health and Wellbeing programme in their contact centre in order to provide 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 employment engagement measures.
Nominations are invited from organisations who have a programme of activity in place that supports local communities and charities. You should outline the initiatives that you support, the resources allocated and the drivers behind supporting these particular initiatives. The nomination will be measured against the benefits that have been realised by the community and the impact that the programme has on both employee engagement and the organisations brand.
Nominations are invited from organisations who have successfully implemented a homeworking option either internally or with an outsourcing 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.
Contact Centre Support Manager
Shanice Goldspink, Direct Line Group
Customer Relations Manager
Phil Hansborough, British Gas Metering
Bryan Horrocks, Rentalcars
Resource Planning Manager
Sobaan Afzal, SkyUk
Social Media Champion
Kit Webster, RBS
Team Manager, Outbound
Nikki Harper, BUPA