Five Head Judges Appointed to the UK National Contact Centre Awards


The industry’s longest running awards programme, the UK National Contact Centre Awards, has today announced the appointment of five Head Judges who will ensure that the integrity of the programme is maintained. Now in its 26th year and already recognised as the leading awards programme dedicated to the UK contact centre industry, these appointments bring further credibility to the robust and highly valued judging process.

The Head Judges come with a depth of contact centre management experience from a variety of sectors as well as years of judging on industry awards. They are:

  • Pam Kallay, Vice President Global Contact Centre Management, Mastercard
  • Jason Mann, Chief Commercial Officer, Endsleigh
  • James Revell, Director of International Contact Centres, Air France KLM
  • Patricia Sanchez Diaz, Head of Customer Experience Strategy, British Gas
  • Sarah Williams, Divisional Head Customer Experience and Digital, Westminster City Council

The UK National Contact Centre Awards are organised and hosted by the CCMA (Call Centre Management Association). Leigh Hopwood, CEO, said, “I am delighted that we have five of the most respected contact centre professionals in the industry supporting the awards programme in this way. They all share my ethics and integrity to ensure that the awards continue to build on its high standards, that they remain relevant to the industry and that we identify the winners fairly, regardless of how small or large their contact centre operation, through its robust and continually improving judging process.”

“I strongly believe that award judges should be people who work in the industry with an excellent reputation and track record. All the judges that volunteer their time to support us are handpicked for their deep knowledge and experience in contact centre operations. Many have been judging with us for several years, and many have been through the process themselves as nominees.”

“I am honoured to be appointed as a Head Judge,” said Jason Mann, Chief Commercial Officer at Endsleigh. “I have been involved with the CCMA and these awards for many years and recognise the significant part they play in supporting the development and recognition of so many colleagues in the industry. We are looking forward to supporting Leigh and the CCMA team to continue to deliver a highly credible awards programme that will no doubt go from strength to strength.”

Pam Kallay, Vice President Global Contact Centre Management at Mastercard recognises the value of these awards and said: “There is no question these are unprecedented times for us as a nation as well as the world, and for the contact centre industry getting to grips with the new way of working. One thing we’ve always done well in this industry is to share ideas and learn from each other as we are all in this together.”

The Head Judges will support the CCMA to shape the nomination categories, review and build on the panel of Lead and Support Judges, contribute to refining the judging process and feedback on any areas for improvement.

The 2021 edition of the awards is now open for entries. The deadline to enter is 31 March and the winners will be announced on 15 July. The UK National Contact Centre Awards recognise individuals and teams that are role models, inspiring others. The programme this year includes a number of new categories that reflect how the industry has responded to the pandemic.

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