Individual categories
The individual category gives you the opportunity to recognise those individuals in the business who have made a real difference.
Hero of the Year
Contact Centre Manager of the Year
Support Manager of the Year
Trainer/Coach of the Year
Team Leader of the Year
Customer Service Agent of the Year
Sales Agent of the Year
Support Person of the Year
Newcomer of the Year
Team and company categories
Companies are made up of outstanding teams. Take this opportunity to celebrate the teams throughout the business.
Special Initiatives 2024
Recognition of Initiatives introduced in an ever-challenging year where cost to service, efficiency and innovation are at the heart of service excellence, special initiatives need to be recognised. These include:
Initiative 1 - Best Transformation Programme
Recognising how an organisation has embraced and delivered a transformation programme which covers all aspects of the business including managers who have led such transformation, IT programmes, people and processes. Evidence will be required of:
- The objectives behind the transformation
- How the transformation was planned, implemented and monitored
- Effective use of internal communication channels to inform staff about the transformation programme and its aims
- The positive impact on customers, staff and operational/business performance
- Overall results and how the transformation fits into the long-term future strategy of the business.
Initiative 2 - Diversity & Inclusion
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.
Initiative 3 - Mental Health in the Workplace
Recognising 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 initiative will be judged on an organisation that sees promoting positive Mental Health as a must - proactively - not just reactively.
Initiative 4 - Best Recruitment & Retention Strategy
Recognising 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.
Initiative 5 - Best Training Programme
This initiative 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 People Development and People Engagement
- Special initiatives to promote employee engagement
- Health and wellbeing practices
- Evidence should include photographs, KPIs on performance improvement through engagement, plus sickness and retention rates.
Best Customer Engagement
Frontline Team of the Year
Support Team of the Year
Contact Centre of the Year categories
Contact Centre of the Year IN-HOUSE
- How you are an employer of choice? The entry should outline your recruitment strategies, what makes you an employer of choice, your commitment to training and development and how you provide a great physical environment to work in.
- How does your centre underpin the running of the overall business?Please include evidence of how the centre contributes to the wider business, how the centre delivers world class service to its customers and what makes the centre an extraordinary place to work in.
Contact Centre of the Year OUTSOURCED
- Demonstrate your understanding of your client’s aims and objectives and how you’ve worked together to fulfil these successfully.
- Provide two examples of how you’ve helped them through the effective and professional delivery of a range of services.
- How have you implemented two-way communication channels between the outsourcing front line and client decision makers.
- Provide evidence of effective integration, investment in client relationship and transparency.