The European Contact Centre & Customer Service Awards 2016 are now open for nominations.

The longest established Contact Centre Awards for Europe uses a robust judging process overseen by an unrivalled panel of industry experts to recognise and develop exceptional talent.

Reserve your spot and start planning your entry today.

ENTER

Entries open until: 31st July

Add to My Calendar 2016-07-31 00:00:00 2016-07-31 00:00:00 Europe/London ECCCSA Entries Open Go to www.ecccsa.com to enter the awards Stockholm, Sweden

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GALA DINNER

The Awards Gala dinner is at the Hilton Park Lane Hotel, London: 21st November

Schedule

Entries Open

01/05/2016

Entries Close

31/07/2016

Shortlist Announced

15/08/2016

Site Visits & Panel Presentations

Aug - Oct

Judging Completed

01/10/2016

Gala Dinner

21/11/2016

INNOVATION, TECHNOLOGY & EFFECTIVENESS AWARDS

Best Application of Technology

Nominations are invited from organisations who have successful deployed new technology within their contact centre/customer service centre. Nominations should outline the business benefits that have been realised including:

The impact on the customer experience
The impact on frontline users
ROI achieved
The results achieved
The approach used to implement and integrate

The implementation must have taken place within the last 12 months. The award is not for the technology solution itself, but how it has been deployed and maximised within your organisation.

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Best Multi-channel Customer Service

Nominations are invited from organisations who have successfully deployed a multi-contact strategy for their organisation. Nominations should outline:

The number of channels that have been deployed
The rationale behind each channel deployment
What benefits have been realised
Evidence how the customer experience has changed/improved
Demonstrate how the capabilities of frontline advisors have been adapted to handle multichannel enquiries.
Demonstrate how internal processes have been adapted for each channel

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Innovation in Customer Service

This category recognises innovative new ideas and developments that have enabled organisations to meet the needs of their customers more effectively. Innovative approaches may apply to any aspect of the customer relationship or methods to improve existing systems or processes supporting customer service.

This category is open to a product or service that was launched in the last 12 months. Judges will be looking for:

Evidence of innovative thinking and deployment
A clear business reason for the deployment
Demonstration of the benefits to the business, the customer and the user
A demonstration of how the service/product will improve performance of the operation
The reasons you believe that your idea is most innovative and relevant to todays customer

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Best Deployment of Customer Insight

Nominations are invited from organisations who have successfully implemented a robust model for collecting and analysing customer feedback. Nominations should outline:

The overall objective of your customer insight team
Your approach to deploying customer feedback, including methodologies and technologies used
Examples of how the insight has been used to improve the customer experience
What you feel is innovative about your approach
The benefits have been realised from this approach

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Innovation in Digital Transformation

Nominations are invited from organisations that are successfully implementing changes in their organisation and/or industry that are transforming the way that they work. Nominations are invited from organisations that:

Have an effective digital transformation programme in place
Have a vision of how to transform their company for a digital world.
Can demonstrate how they are planning for digital deployment across customer experience, operational processes and/or business models.
Have demonstrated innovation in a recent (last 12 months) digital implementation
Can demonstrate their learnings from this implementation and the results achieved

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Most Effective Improvement strategy

This category is for teams who have implemented a change in their business processes which brought about improvements in either the customer journey or the customer service operation. Judges will be looking for:

A clear understanding of the objectives behind the strategy
Evidence of how the strategy was planned, executed and monitored
Effective use of internal communication channels to inform teams across the business about the programme and its aims
Clear evidence of the impact of the strategy on customers, advisors and the performance of the centre within the business as a whole (including a demonstrable return on investment)
What the team has learned from the process and any future plans

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Best Social Media in Customer Service

Nominations are invited from organisations who have successfully introduced social media for their organisation. Nominations should outline:

Who owns social media in the organisation and the rationale behind this
The business benefits that have been realised
Demonstrate the rationale for deployment of social media
Share how they have creating the social media team
Key performance indicators for social media channels and how your organisation is performing against those measures
How they are tracking and influencing customer usage of social media channels.
How feedback is gathered from customers

Enter »

Most Effective Learning and Development Programme

This category is open to any Contact Centre or Customer Services internal Learning and Development Team. Nominations should outline:

The overall scope and objectives of the programme
The impact that the programme has had
The benefits that have been realised
How the success of the programme has been are measured and what results they are achieving
What methods have been used to develop and deploy the programme
How the programme has been embedded

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CUSTOMER SERVICE TEAM AWARDS

Best Customer Service Team of the Year

This award is open to any Customer Services team who work with their customers via the contact centre or face to face. Nominations should outline:

Demonstrate how the team work together in order to deliver for the customer
What improvements have been implemented to ensure that the customer experience is the best it can be
How the team’s performance has impacted the organisation overall
A recent initiative that the team have implemented/delivered that has delivered a great experience for customers
Demonstrate how the team have listened and responded to customer needs
Customer engagement/satisfaction results

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Operational Support Team

This category is open to internal facing team that provides support to a customer facing team. This could include teams from HR, customer insight, management information, marketing, planning, training etc. Judges will be looking for:

Examples of when your team have delivered 'above and beyond' in order to provide the high standards of customer service
Innovation and initiative when trouble shooting or problem solving
Evidence of strong communication both between the team and with their internal customers
Demonstrable teamwork and mutual support
Evidence of how the team's work and innovations have improved the performance of the business areas they support

Enter »

Best Complaints Management Team

This category is open to Customer Relations/Complaints teams providing support to the Customer Services/Contact Centre operation. The team will be specialists responding to complaints including complaints passed through from the Contact Centre. They will have a good understanding of the customer issues and opportunities for improvement in their business and be able to demonstrate improvements that they have implemented. Judges will be looking for:

A tangible passion for customer service and a positive team attitude
Effective measurement of processes and procedures
A keen sense of the importance of the team’s work to the organisation, and how improvements by the team have resulted in better customer service overall
Evidence of follow-up measures and checks to ensure customer complaints are not repeated
Evidence of teamwork and an effective training, motivation and reward programme

Enter »

Best Quality Team

Nominations are invited from quality monitoring teams that support the Contact Centre and/or Customer Service teams in an organisation. Nominations should outline:

The overall objectives of the team and how they are performing
The quality framework that has been implemented and the rationale behind this model
How the team measure their success
How the team have influencing different parts of the organisation in order to improve the overall quality of service delivered to customers
The tools and methodologies deployed and the rationale

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Best Resource Planning Team

Nominations are invited from organisations who have a planning team responsible for forecasting and resource planning for their contact centre operation. Nominations should outline:

Overall objectives for the team, how they are measured and how they are performing
How the team influence key stakeholders
How the team have built effective relationships with the frontline teams
What communication framework is in place to support their activity
How the team are trained and developed
Key initiatives that the team have been actively involved in that have delivered business benefits
Demonstrate innovation in the solutions they provide to the operation

Enter »

CONTACT CENTRE AWARDS

Small Contact Centre of the Year

Nominations are invited from contact centres with less than 100 seats. Judges will be looking for:

A clear understanding of the contact centres role within the business at all levels, with appropriate resources and systems in place to ensure ongoing success
Robust people processes including recruitment, learning and development and colleague engagement
A people-centric environment with effective communication vehicles
Appropriate reward and recognise schemes
Evidence that the frontline are involved in decisions that impact them
Evidence of the positive impact of the centre on the company as a whole
Clear targets and measures and your performance against each of these
Evidence of how the centre has contributed to the wider business
A demonstration of the centre's role within the wider business

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Medium Contact Centre of the Year

Nominations are invited from contact centres between 100 and 249 seats. Judges will be looking for:

A clear understanding of the contact centres role within the business at all levels, with appropriate resources and systems in place to ensure ongoing success
Robust people processes including recruitment, learning and development and colleague engagement
A people-centric environment with effective communication vehicles
Appropriate reward and recognise schemes
Evidence that the frontline are involved in decisions that impact them
Evidence of the positive impact of the centre on the company as a whole
Clear targets and measures and your performance against each of these
Evidence of how the centre has contributed to the wider business
A demonstration of the centre's role within the wider business

Enter »

Large Contact Centre of the Year

Nominations are invited from contact centres with more than 250 seats. Judges will be looking for:

A clear understanding of the contact centres role within the business at all levels, with appropriate resources and systems in place to ensure ongoing success
Robust people processes including recruitment, learning and development and colleague engagement
A people-centric environment with effective communication vehicles
Appropriate reward and recognise schemes
Evidence that the frontline are involved in decisions that impact them
Evidence of the positive impact of the centre on the company as a whole
Clear targets and measures and your performance against each of these
Evidence of how the centre has contributed to the wider business
A demonstration of the centre's role within the wider business

Enter »

Outsourcing Partnership of the Year

Nominations are invited from any company who has a great partnership with its outsourcer and can demonstrate results that show how the customer and employee is benefitting from the partnership. This Category is a joint entry and must show both companies on the entry form. Nominations should outline:

A clear understanding of the business aims and challenges and how the partnership has helped to meet them.
Consistency of message across the business and outsourcer
Open, two-way communication channels between the outsourcing frontline and the client decision makers
Evidence of effective integration and ongoing investment in the relationship
Demonstrable progression or achievement of the original business objectives and evidence of the outsourcer’s impact on the customer experience
How the outsourcer has embedded the clients brand into the operation
The value-add, outside of cost, that the outsourcer has brought to the relationship

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Employer of the Year – Great Place to Work

Nominations are invited from organisations who have demonstrated that they are an employer of choice for customer service professionals. Nominations should outline:

How your organisation makes people feel valued
The benefits your organisation provide to employees that are deemed best practice
What development opportunities exist for people
How your organisation measures employee engagement and what results you are achieving.
How you support a worklife balance for people
How you support diversity in the workplace
How you support community activities

Enter »

Each Category Entered

£255 (+VAT)

Start Your Entry

MEET YOUR 2016 EXPERT JUDGES

Amy Scott, Customer Experience, Sedulous
Andrea Youngman, National Business Development Manager, Remploy
Angela Jamieson, Head of Customer Experience, Tesco Bank
Annette Barnes, Managing Director, Bank of Scotland
Ann-Marie Stagg, President, European Confederation of Contact Centre Organisations
Carolyn Blunt, Managing Director, Real Results
Dan Moross, Director of Customer Services, Moo.com
Douglas O’Neil, Head of Customer Service, British Gas Homecare
Francesca Rea, Director of Customer Services, New Day
Gail Heafield, Head of Contact Centre, Best Western Hotels and Resorts
Gary Robson, Assistant Director of Customer Service, L&Q Group
Jacqui Crawley, Managing Director, KMB
James Mitton, Customer Services Director, Shop Direct
Jane Brine, Senior Leader, Department of Work and Pensions
Jo Hale, Head for Performance
Jo Mayes, Director of Customer Operations, Business Stream
Jon Bowen, Chief Operating Officer, Paymentshield
Jonathan Cowie, Chief Executive, CityWest Homes
Justin Haines, Customer Services Director, OVO Energy
Katy Minson, Head of Customer Experience, Carphone Warehouse
Keith Stoneham, Head of Customer Service, Legal and General
Leigh Hopwood, Vice Chair, Chartered Institute of Marketing

Luisa Merino Nájera, General Manager, AEERC Spain
Manfred Stockmann, Managing Director, CMBS Germany
Mark Oldham, Customer Services Director, Vodafone Telematics
Martin Hill Wilson, Founder, Brainfood Consulting
Matt Kemp, Director of Client Services, International Financial Data Services
Michael Sherwood, Head of Customer Experience, Atom Bank
Nicola Millard, Head of Customer Insight & Futures, BT Global Services Innovation Team
Pam Kallay, Business Leader Global Customer Care, Mastercard
Patrick Ruddick, Senior Manager, Deloitte Digital
Penny Bayley, Director of Customer Contact, The Guinness Partnership
Peter Sinden, Director of Sales & Service, Liverpool Victoria
Philip Hargreaves, Head of Division, Rentalcars
Richard Keay, Senior Manager Next Generation Customer Service, Deloitte MCS
Robert Davies, Department Manager UK Regional Dialler Centre of Excellence, HSBC
Sara Dodd, Director of Telesales and Service, Assurant
Sarah Metcalfe, Head of Customer Service, Sureflap
Simon Separghan, Director SkyBranch, Barclays Bank
Siobhain Goodall, Head of Business Development, MPL Contact
Stephen Jacobs, Managing Director, SFJ Consulting
Steve Woosey, CEO, The Forum

THE ROAD TO RECOGNITION

Here are 5 great reasons for entering, and possibly winning, a European Contact Centre & Customer Service Award:

1. Reflect on your success

Often in the busy environment of everyday business, achievements can be easily forgotten. Completing the entry form allows you to pause and consider what contributed to you and your team’s success and where you can go from here.

2. Measure your performance

Entering the awards will assess the strength of your entry against others in your category. We represent the whole call centre and customer service industry, so by entering the awards you will be able to gauge how your business compares against the very best there is.

3. Positive PR

Being selected as a winner or finalist is a great achievement and a real opportunity to generate positive publicity for your business across all media.

4. Differentiate your business

What better way to make your business stand out than being an award winner in Europe’s most prestigious, industry-wide awards programme? Demonstrate to your current and future customers, employees and competitors that yours is an exceptional business.

5. Celebrate your achievements

Celebrate your and your team’s success by attending the Award Ceremony and Dinner on 21st November at the Hilton Park Lane, and benefit from priority seating on the night. A fantastic event and opportunity to meet, greet and network with people from other successful businesses.

“The longest-established, highest profile, most rigourously judged awards in the contact centre and customer service industry.” Ann-Marie Stagg, Chief Executive, CCMA

HOW TO ENTER

It’s quick and simple to enter. Just follow the short steps below.

Taking the first step towards a European Contact Centre & Customer Service Awards trophy is easier than ever as you can register and complete your entry forms online. You will be given a username and password that will allow you to save and go back to the entry form and edit it at any time.

Each award entry that you complete will cost £255 +VAT. Fees are non-refundable and a credit card payment will be requested at the time of entry.

Each Entry Completed

£255 (+VAT)

Payable on submission of entry
Should you have any queries regarding your entry please contact Keith Stagg on [email protected] or +44(0)844 8000623

Entry Process

1. Select your category or categories

You can enter as many categories as you wish.

2. Register to enter

Complete the online registration form providing details of your name, address and contact details. You will need to be based in Europe to be eligible for entry. The next step is to register for each category you are entering – there is an entry fee per category entered.

3. Complete your entry form online

Whilst the entry forms are designed to be as easy to complete as possible, you may need to collate information from various parts of your organisation.

4. Pay the fee on submission of entry form

Submit and pay for your written entry (or entries) before 31st July. You can pay the entry fee by credit card via the online payment system or by invoice.