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:
- Consistent delivery against key objectives including efficiency, effectiveness, customer and colleague engagement.
- Key stakeholder management skills ensuring that the Contact Centre has a strong voice in the organisation.
- A positive environment where people have the opportunity to grow and learn.
- Demonstrate role model behaviours and practices that others in the industry aspire to and can learn from.
- That they support best practice sharing in order to help raise standards across our industry.
Nominees will have operational responsibility for the day to day running of a UK based contact/contact centre operation. They may have a strategic element to their role but their primary focus will be the management of the contact centre. They will have Team Managers/Leaders or equivalent reporting in to them. They will be responsible for the delivery of the contact centres operating plan.
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 have operational responsibility for the day to day running of a UK based outsourced contact centre operation. They may have a strategic element to their role but their primary focus will be the management of the contact centre. They will have Team Managers/Leaders or equivalent reporting in to them. They will be responsible for the delivery of the contact centre’s operating plan.
Nominees will be responsible for a team of front-line advisors. 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. Nominations are invited from managers who work in sales, service, inbound, outbound, helpdesk, collections or digital teams.
If a Team Manager has been in role for less than 12 months, they will automatically be entered into the category of Team Manager ‘Rising Star’
Nominees will be responsible for the learning and development of contact centre teams. This may include roles that cover induction, academy, 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 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 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 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 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 managing a Customer Relations/Complaints team providing support to the contact 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 support to the contact centre operation. Nominees will work either in the contact 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 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 non voice digital activity. The team will be responsible for social media, messaging, livechat. The team will be able to demonstrate how they have aligned across 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 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 etc.
They will be recognized 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.
Nominees will be able to outline how their organisation has introduced effective and innovative approaches, which have resulted in creating a culture of diversity and inclusion.
Nominees will be able to the steps that their organisation has taken to implement and manage a successfully diversity and inclusion strategy, including communication and training and increasing awareness. 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 on customer service. They will be able to outline a project or initiative that has had a significant impact on their employee 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 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 introduced an effective, sustainable and successful recognition programme of activity into their contact centre. The nomination will be measured against how it has achieved a positive impact on performance/productivity of the organisation alongside colleague engagement measures.
Nominations are invited from organisations who have introduced a successful apprenticeship programme into their contact centre. The nomination will be measured against the commitment, contribution and success that apprenticeships have brought to their organisation and to the Apprentices. Nominations should demonstrate that the apprentices are given a structured personal development and training programme which enables their career development and helps raise standards across the contact centre industry.