Categories

The Awards are open for entry and the search is on to recognise excellence and celebrate achievements in the Contact Centre sector in the North West region. These awards are organised by Call North West, the leading regional support organisation dedicated to the customer management agenda in the North West.

Individual Categories

Entry Requirements

Customer Service Agent of the Year

This category is for individuals at advisor grade who have demonstrated exceptional levels of service and vocational competence. We are looking for an Agent who gives their all to provide excellent customer service and support to their colleagues and consistently delivers a high performance as an adviser. When completing the entry consideration should be given to goals and achievements in performance, initiative, self-development, exceptional service and inspiration. What values and behaviours does this person demonstrate that makes them extra special and how do they make a real difference to the organisation.

 

Sales Agent of the Year

This category is for individuals working at advisor grade in a sales capacity. Entrants should demonstrate exceptional levels of sales and vocational competence. When completing the entry consideration should be given to goals and achievements in performance, initiative, self-development, exceptional service and inspiration. What values and behaviours does this person demonstrate that makes them extra special and how do they make a real difference to the organisation.

 

Team Leader of the Year

This category is for individuals who have been employed in the role for a minimum of six months and who can demonstrate exceptional leadership, first-line management skills and vocational competence. The Team Leader is a professional and inspirational person who leads by example and takes responsibility for the team. When completing the entry consideration should be given to goals and achievements in performance, people engagement, leadership, customer-centric and people development.

 

Support Person of the Year

This category is open to non-managers employed in a support role within the contact centre in any function, for example: IT, Resource planning, administration, operations, logistics, facilities management, human resources, catering. When completing the entry consideration should be given to professionalism, performance, initiative and personal development. The support person of the year will be a shining example and entries will demonstrate how the contact centre would not the same without this person.

 

Newcomer of the Year

This category will identify an individual (non-manager) working in a frontline role for a minimum of six months. How has this individual made a difference in such a short period of time? Consideration should be given to interpersonal skills, professionalism, initiative and performance.

 

Contact Centre Manager of the Year

This category is for a Contact Centre Manager who manages either a whole centre or where an organisation may have multiple manager’s, may manage several team leaders who in turn manage teams. Consideration should be given to how this manager performs against target, people development skills, is this manager at the heart of the organisation, an inspirational leader and does he/she engage contact centre staff in the process of continual improvement?

 

Hero of the Year

This category will recognise your shining star – someone who has gone over and above the call of duty to enhance the smooth running of the operation of any department and any role within your organisation.

 

Apprentice of the Year

This category is open to individuals who are employed by their respective company in an Apprentice role. The Apprentice will have been in the role for a minimum of six months, be able to demonstrate how they have embraced the role, by providing excellent service and adding value to their respective department. This entry will give the opportunity for the Apprentice to demonstrate how they intend to progress their career within the contact centre, how they are going to maximise their skills learnt for future progression, and highlight what qualification they are studying to underpin their position be it an NVQ or internal version. When completing the entry consideration should be made how the Apprentice has embraced the values and behaviours of their respective workplace.

 

Trainer/Coach of the Year

This category is open to Trainers and/or Coaches who deliver training and development to the contact centre. The person will be able to demonstrate how they deliver outstanding training/coaching solutions which in turn continuously improve the skills of those they engage. This person will be able to demonstrate specific plans or courses they have delivered which have resulted in successful outcomes. This person will be able to articulate what makes them a great Trainer/Coach, their passion and enthusiasm for the role and how they have inspire those they work to continuously develop and nurture skills for the present and future needs of the business.

 

Ambassador of the Year

This category is for those individuals who have a unique role within the Contact Centre. They may be responsible for meeting and greeting visitors and clients to the centre, they may ensure that their fellow colleagues in the Centre are given everything they need to do their job well. They may be the ‘go to’ person to get an event organised. They have an excellent knowledge of the Contact Centre dynamics and represent the Centre in a true Ambassadorial role.

 

Teams & Companies

Entry Requirements

Frontline Team of the Year

This category applies to all ‘Frontline Teams’ who sit directly within the contact centre and whose primary role is to engage with customers (B2B or B2C) service or sales.  This may include (but not exclusive to) a specialist team such as escalations or a team of advisors within a larger centre, a team looking after a specific account, product or service.  Consideration should be given to team spirit, performance against targets and objectives, the team’s biggest achievements in the past 6-12 months, innovation and leadership.

 

Support Team of the Year

This category applies to all ‘Support Teams’ who DO NOT sit directly within the contact centre but within a supporting role such as (but not exclusive to) resource planning, training and development, human resources, digital and social marketing and working groups.  This may include departmental teams, smaller inter-departmental teams, special project teams or virtual teams that sit directly within the contact centre.  Consideration should be given to team spirit, performance against targets and objectives, the team’s biggest achievements in the past 6-12 months, innovation and leadership.

 

Best People Engagement

This category is for a contact centre that puts its staff at the heart of the operation and shows that frontline people are the focus of the business.  Consideration should be given to health and wellbeing practices, initiatives to promote employee engagement, sickness and retention rates and KPI’s on performance improvement.

 

Best Customer Engagement

This category recognises how you deliver exceptional levels of service to your customers and should include details of how you measure customer engagement such as targets, performance against targets, KPI’s etc. Consideration should be given to key elements of your customer engagement strategy, continuous improvement, performance and staff empowerment.  Please include details of your multi-channel approach including social media, phone and web.

 

Best People Development

This category is open to private and public sector and outsourced centres, with over 10 seats. In context the award is for a best people development initiative designed specifically for and delivered to a selection of, or all those working within the contact centre. It could include areas that support the centre but does not refer to the organisation as a hole (unless the organisation is a contact centre ie outsourcer). The training programme can be aimed at any level. Consideration should be given to programme rationale, project management, learning outcomes and how the business invests in its staff.

 

Diversity and Inclusion

This new category is open to any contact centre who can demonstrate a commitment to supporting a diverse and inclusive workforce in attraction, engagement and retention. Our category is open for campaigns or initiatives that are clearly focused on improving diversity in the workplace and making the organisation accessible to people from a diverse range of backgrounds.

 

Best Use of Social Media

This category is designed to recognise the achievements of organisations that deliver excellent customer service through social media channels. Consideration should be given to the organisations’ social media strategy, customer service strategy, customer experience, implementation and results

 

Best Use of Technology

This category is open to any contact centre or technology provider who serves the contact centre sector.  The nomination can be a joint effort with a contact centre or the technology provider or the centre can apply independently, drawing on examples/case studies.   Entries will need to include a summary of the business case and consider organisation engagement, customer-centric, project roll-out and the result.

 

Best Business Improvement Strategy

This award recognises how an organisation has created an improvement strategy for their people, systems or processes. The category can include workforce planning or any other improvement initiative. Evidence will be required of:
The objectives of the strategy; How the strategy was planned, implemented and monitored; Effective use of internal communication channels to inform staff about the programme and its aims; The impact on customers, staff and operational/business performance; Overall results and how this fits into the long-term future strategy of the business.

 

Contact Centre of the Year – Over 50

This category is open to private and public sector centres with more than 50 seats on site.  Consideration should be given to:

  • Performance – overall key targets/objectives over the past 6-12 months and results
  • Customer Satisfaction – how satisfied are your customers, when and how do you measure customer satisfaction/experience?
  • Staff Empowerment – how do you enable frontline staff to make decisions and take action in the best interests of the customer?
  • Personnel – what are your staff attrition and absenteeism targets
  • Staff Development – how do you manage and personal and professional development of staff?
 

Contact Centre of the Year – Under 50

This category is open to private and public sector centres with less than 50 seats on site. Consideration should be given to:

  • Performance – overall key targets/objectives over the past 6-12 months and results
  • Customer Satisfaction – how satisfied are your customers, when and how do you measure customer satisfaction/experience?
  • Staff Empowerment – how do you enable frontline staff to make decisions and take action in the best interests of the customer?
  • Personnel – what are your staff attrition and absenteeism targets
  • Staff Development – how do you manage and personal and professional development of staff.
 

Best Outsourced Contact Centre of the Year

This category is for an outsourced contact centre. Consideration should be given to:

  • Client’s Aims and Objectives – how you’ve worked together to fulfil these successfully
  • Professional Delivery – provide two examples of how you have helped them through the effective and professional delivery of a range of services
  • Channels – demonstrate how you have implemented two-way communication channels between the outsourcing front line and client decision makers.
  • Integration – provide evidence of effective integration, investment in client relationship and transparency
 

Sponsorship Opportunities