The judging process

Our judging panel, which is made up of CCMA members agree the process, judging criteria and benchmark for all categories. Our final shortlist is determined by nominees who have, through the judging process, reached a benchmark score.

The judging process is:

  • Online nominations will be reviewed by our expert panel of judges
  • Nominations that are shortlisted for the next stage and final stage will be contacted during March to arrange a date for the next stage of the judging process. Those nominations not shortlisted will be contacted in March.
  • The face to face interviews are normally completed either via video conferencing, panel judging or a personal visit, depending on the category
  • This year we are having to do things a little differently due to coronavirus. Therefore we have made the necessary decision to conduct all the judging remotely, avoiding the need for finalists and the judges to travel. The team will be in touch with all the finalists to inform them of their remote judging arrangements.
  • There will be no further shortlisting, and winners for each award will be announced at the Gala Dinner event which takes place at The Brewery in Central London on 12th May 2020. This event was attended by over 750 industry professionals last year.

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

Virtual Ceremony

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Virtual Ceremony

The UK National Contact Centre Awards 2020 Virtual Ceremony will take place at 7pm on Monday 21 September 2020. Register to attend below:

Sponsorship Opportunities

The UK National Contact Centre awards, in their 25th Year in 2020, are the longest established contact centre awards in the UK.

To find out more about the benefits of sponsoring this prestigious industry event, contact Jackie Pringle on jackie@ccma.org.uk.