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

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.

Frontline Team of the Year

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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

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From a support function team based in a contact centre (eg finance, HR, IT), this award will recognise an initiative delivered by teams or departments. The entry needs to outline the process, the driver(s) for implementation, key performance indicators and provide evidence of positive outcomes. It must also include evidence of the impact of the initiative on the objectives and performance of the business.