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.

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.