Best Hybrid Working Programme

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Open to both in house and outsource contact centres, this category embraces contact centres who have built hybrid working into the ‘main frame’ of their respective operation who are able to demonstrate that they have
released the potential of hybrid working by creating a positive hybrid working culture within the business.
The programme will reflect the provision of outstanding customer service through its hybrid teams with tangible results reflected in CSAT/NPS and how such teams have positively underpinned the business in terms of the Customer Journey and Customer Satisfaction despite often dealing with unpredictable demand.
Of particular interest will be the Communications Plan or infrastructure which is in place to support both the Leaders managing their hybrid teams and the advisors for maximum inclusion, productivity and engagement.
The programme should give tangible evidence of attracting or developing talent in the hybrid teams, reflecting how such talent has been attracted outside of the normal geographical recruitment area, showing evidence of how this has had a positive effect on the recruitment strategy within the business.
Managing Hybrid Teams and what is in place to do so will be of particular interest, how the teams have been empowered to work in their hybrid capacity with the positive impact this has achieved on engagement and retention, releasing the potential of the teams.
Key to any Hybrid Programmes is the Resilience build in terms of IT infrastructure, supporting Compliance and Data Protection as such these factors need to be demonstrated along with the successes achieved by the programme on all operational levels including any efficiency gains for the business.

Best Training Programme

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This exciting category gives an opportunity to demonstrate what training packages are on offer within the contact centre teams. 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.

Best Recruitment & Retention Strategy

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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.

Mental Health & Wellbeing Award

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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 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.

Diversity & Inclusion

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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 Customer Engagement

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This award recognises how you deliver exceptional levels of service to your customers and should include details of how you measure customer engagement – targets, performance against targets, KPIs, etc. Evidence can also include details of a multi-channel approach eg: via digital, social, voice and web.