How the Judging Process Works … and What the Judges are Looking For


This year’s UK National Contact Centre Awards have the same robust judging process we’ve been using for 26 years. The reason the awards are so credible, and only won by the very best, is because we use face-to-face interviews or site visits to arrive at the final placings in each category.

Here is a quick overview of the judging process, the criteria used and the panel of expert judges.


Round 1 – The Written Entry

The first round of judging is carried out using offline nomination forms to allow entrants to work on their submissions 24/7 and keep refining them right up until closing date at the end of February.

To decide on the first round shortlist our judges will be using their experience to select what look to be the best entries for each category.

Of course it’s only possible for the judges to get a flavour in the first round, so your written entry should be interesting and engaging, and backed up by as much solid evidence as you can provide.


Round 2 – Interviews

Those people, teams and organisations that are shortlisted will be notified in April.

A unique and important part of the UK National Contact Centre Awards is that every shortlisted nominee has a face-to-face interview, which this year will be conducted remotely.

Interviews will last around one hour, with the opportunity to share key achievements over the last 12 months.


Judging Criteria

The judges will be looking to make an assessment of each nomination across the following areas:

IMPACT AND INNOVATION – can demonstrate significant, positive, tangible impact to the organisation/team

EFFICIENCY – understands the requirement to deliver an efficient operation and can demonstrate how this has been achieved

COLLEAGUE ENGAGEMENT – have created an environment/delivered an initiative that engages their people

CUSTOMER ENGAGEMENT – understands customer needs and acts as a voice of the customer

COMMERCIALLY AWARE – Understands and contributes to the success of the business

PROCESS IMPROVEMENT – can demonstrate a structured approach to improving processes

ROLE MODEL – actively shares best practice, in order to help others to learn

DELIVERY – is performing against objectives

COMPLIANCE – has the right set of controls and measures in place



Who’s judging?

The integity of the UK National Contact Centre Awards judging is paramount. All of the judges are people who work full time in the industry. None of our judges are vendors or suppliers. Award sponsors do not judge any of the awards.

We have a number of lead judges who are all CCMA members and industry veterans. Many have been judges for a number of years.


If you think you or one of your teams are up for challenging yourselves and seeing how you stack up against the best in the industry, register and start nominating now.

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The UK National Contact Centre awards, in their 26th Year in 2021, are the longest running contact centre awards in the UK.

To find out more about the benefits of sponsoring this prestigious industry event, contact Leigh Hopwood on