The UK National Contact Centre Awards are now in their 26th year and recognise exceptional and inspirational individuals and teams in our industry who are role models and deserve recognition for the outstanding work they are doing in their contact centre operation. These awards are all about the people, amazing people who deserve to be rewarded!
The awards are open to all contact centre operations based in the UK. Members of the CCMA can enter for free.
Past winners have gone on to great things – many are now at senior management and board level, and some make up our panel of highly qualified independent judges.
How credible are these awards?
The awards are run by the CCMA (Call Centre Management Association), the leading and longest-established industry body for contact centre professionals in the UK. The awards have an excellent reputation, all of the nominees go through a rigorous judging process, including face to face interviews, panel judging and site visits.
We strongly believe that award judges should be people who work in the industry with an excellent reputation and track record. Our judges 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. None of our judges are vendors or suppliers.
Why enter these awards?
As the longest running awards programme in the UK call centre industry, the UK National Contact Centre Awards have built a well-respected reputation over 26 years. To be an award winner is a highly regarded accolade.
We work with CCMA members to agree the process, the judging criteria and the benchmark for all categories. We believe it is important that the criteria are defined by people who understand the demands of the nominees role.
Critical to this is the quality of the judging process and the judges that volunteer to give their time knowing how important the programme is in the advancement of individuals, organisations and the wider industry.
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:
- Online nominations will be reviewed by our expert panel of judges
- Nominations that are shortlisted will be contacted during April to arrange a date for the next stage of the judging process. Those nominations who have not been successful to join the shortlist will be contacted in April.
- This year we are having to do things a little differently due to the impact of coronavirus. We are arranging to conduct all the judging remotely, avoiding the need for finalists and the judges to travel. Our team will be in touch with all the finalists to confirm the remote judging arrangements.
- There will be no further shortlisting, and winners for each award will be announced at the Awards Dinner which takes place at The Brewery in Central London on Monday 27 September 2021. This event was attended by over 750 industry professionals in 2019.
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
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