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2020

Headline sponsor

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Award Categories

Individual Categories

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.

Team and Company Categories

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.

New

Diversity & 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.

New

Mental Health & Wellbeing in the Workplace

This category recognises organisations who have truly invested time and resources into providing an open, supportive and educational environment for their team members who have experienced Mental Health wellbeing challenges - personally or professionally.  Those who have gone above & beyond to drive Mental Health & Wellbeing initiatives from a human-led perspective - not just a tick box exercise.  The winner will be an organisation that see promoting positive Mental Health as a must - proactively - not just reactively.

New

Best Recruitment & Retention Strategy

This award recognises contact centres that best attract, select and retain talent.  Centres that can show their recruitment and retention strategies give them an advantage in this highly competitive region whilst helping to uphold a career of choice status for contact centres. The judges will be looking for examples of how your centre’s strategy not only gives a great candidate and new starter experience but ensures that your company’s values, behaviours and visions are reinforced throughout the processes.

New

Best Training Programme

This exciting category gives an opportunity to demonstrate what training packages are on offer within the contact centre teams and this includes any virtual training.  The award is open for any training initiatives offered in-house to any role e.g. Agents, Coaches, Team Leaders, Senior Management, support teams.  The winning team must be able to illustrate how your training programme is enhancing a role for the individuals within your centre.  The judges will be looking for examples of how the programme has assisted with engagement through the learning and development opportunities available, as well as a focus upon the return on investment to the organisation.

New

Best Agent Induction Programme

With Training & Development being high on the agenda for any Contact Centre agent of 2020 – this award will be looking for the best induction programme offered for new starters at the beginning of their journey and throughout.  The winning programme will demonstrate the investment into the agent population, being able to showcase the implementation of a seamless and welcoming learning environment with a blended approach which considers all types of learners.  This category will recognise excellence in Learning and Development opportunities available to engage and inspire the super agents of the future. This does include any virtual induction programmes.

New

Digital Team of the Year

Nominated teams will have day to day responsibility for the development and delivery of their non voice digital activity. The team will be responsible for social media, messaging, video and livechat. The team will be able to demonstrate how they have aligned across customer channels and have a good awareness of the tools and techniques available to maximise this channel. They will be clear on their social media strategy and will be consistently delivering against their measures and organisational objectives.

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

COVID-19 Crisis Resilience Categories

To recognise the commitment and outstanding contributions delivered by individuals and teams through this COVID19 Crisis we have launched  5 categories which will give you the chance to thank and recognise  all  which we feel is justly so, in such extraordinary times.

CV19

Best Supporting Colleagues Programme

This category gives the opportunity to nominate those who have shown the desire to support their colleagues through this crisis. They will have shown passion and commitment in supporting their colleagues throughout this crisis.  This category gives the opportunity to thank any individual, group or team of individuals, highlighting the detail of the said the initiative/activity. Please detail the specific action taken, the benefits gained, and the positive impact it had on the respective recipient/s. We welcome photos, supporting communications and any other such collateral which will reflect your submission.

CV19

Best Supporting Customers Programme

This category gives the opportunity to nominate those who have championed the customer through this crisis. Entries will demonstrate the way in which the customer has been embraced and recognised throughout as needing extra guidance and care of service delivery. It could be a special initiative geared towards a specific type of customer base or an opportunity to demonstrate how emotional intelligence has been used to great effect to help customers engage and deliver the service they require easily throughout the crisis. Other opportunities could include how the business has recognised and changed the way customers are contacted or received into the business using difference service channel helping them to get the service they require quickly and effectively – above all delivery exceptional customer experience in an exceptionally difficult time. Entries will capture the desire to support the customer through this crisis. They will be able to demonstrate the passion and commitment required as well as highlighting the detail of the said the initiative/activity. Please detail the specific action taken, the benefits gained, and the positive impact it had on the customer.  We welcome photos, supporting communications and any other such collateral which will reflect your submission.

CV19

Best Engagement, Health and Wellbeing Programme

This category gives the opportunity to bring to life all of the wonderful acts of engagement your teams have delivered throughout the crisis. It should also link to how this has enhanced the Health and Wellbeing of the team. How the business has actively taken on board the need to engage with all who have found themselves working in very different circumstances to BAU. This category is designed to encourage you to share the innovation, passion and team spirit that have created a positive culture for all colleagues whether they be working from home or remain in the office. We are looking forward to seeing the wonderful ideas, initiatives and gestures that have ensured all feel connected throughout the crisis and remained well and happy throughout despite the challenges.

CV19

Best Leadership Support including Communications Programme

A chance to recognise Leaders who have been brave, lead from the front, engaged with their teams and clearly devoted themselves to ensuring that the business and all within it have been informed, cared for and engaged throughout. They may have made some fundamental decisions on how the business will engage with its customer base to give the most resilience and best continuity of service. They will have been ever present – directing the teams and all within it to create a collaborate and caring culture. Submissions can include examples of any communication plans leaders have put in place along with any supporting collateral of such positive leadership.  This category can include leaders from all areas of the business.

CV19

Best Homeworking Programme

The opportunity to submit the programme undertaken by the business to ensure all required non-essential workers work from home safe  in the knowledge that their respective wellbeing is at the heart of the business resilience plan. Submissions will detail the determination, creativity and sheer commitment to delivering the Programme. Could include several teams throughout the business who went the extra mile to ensure t the smooth landing of the programme. Submissions will give the opportunity to showcase the programme - the advantages and benefits, the positive reactions of the individuals delivering service the enhanced service delivery offer to customers. The agile workforce created by implementing the programme.  Supporting collateral will be welcome which will further underpin the submission.