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This high profile awards programme celebrates and honours organisations and individuals that are achieving excellence through innovation and are committed to driving improvements within their contact centre operations.

We seek submissions that clearly demonstrate direct benefits to customers, employees and corporate objectives and show service and operational improvements that will help improve the professional image of contact centres.  Use our list of frequently asked questions below to find out all you need to know about the programme, the categories and criteria and how to download your application forms.

Key Dates
Open for Entries :          10 March 2008
Entry Deadline:              31 July 2008
Shortlist Announced:    September 2008
Awards Ceremony:       18 November 2008

Click on any of the links below to download your application forms.

Category: Innovation in Customer Service
These awards will be presented to the organisations that can demonstrate excellence in understanding and responding to customer/citizen needs through innovative measurement methods.
Award Ref: 001 Innovation in Customer Satisfaction Measurement - Download application form
Award Ref: 002 Most Effective Customer Retention Strategy - Download application form
Award Ref: 003 Innovation in Service Delivery for Citizens - Download application form

Category: Individual Employee Recognition Awards
These awards will recognise the individuals who have demonstrated a commitment to providing customer service excellence within the last 12 months.
Award Ref: 004 Professional of the Year - Agent - Download application form
Award Ref: 005 Professional of the Year – Team Leader - Download application form
Award Ref: 006 Professional of the Year – Manager - Download application form
Award Ref: 007 Professional of the Year – Director - Download application form
Award Ref: 008 Innovation in Employee Development - Download application form
The objective of this award is to encourage members to share their experiences of best practice and provide a platform upon which organisations can set out employee development programmes within their organisation that are innovative and exciting.
 
Category: Innovation in Organisational Excellence
Ref: 009 Best Organisational Influence - Download application form
This award will recognise the organisation that has demonstrated excellence in understanding and responding to customer needs through innovative measurement methods.

Ref: 010 Best Use of Technology Partnership - Download application form
This award will be presented to the organisation that has been most effective in introducing and applying innovative technology in partnership.

Award Ref: 011 Best Outsourcing Partnership - Download application form
This award will recognise the organisation that has demonstrated excellence in working together with a partner to deliver customer service by close co-operation.

Award Ref: 012 Most Effective Use of Automation - Download application form
This award is to encourage members to share their experiences of best practice and provide a platform upon which organisations can set out developments within their organisation that are fundamental to the future development of the industry and how customers can access the business.
 
Category: CCA Global Standard© Awards
Award Ref: 013 Best Use of CCA Standard© Certification - Download application form
CCA member organisations that have successfully achieved independent certification to CCA Global Standard© will be invited to enter for this award.  This award will recognise the organisation that has successfully implemented the CCA Standard© within their contact centre and who continues to adopt continual improvement to support improved delivery of service and working practices/relationships between the organisation, the employee and the customer. NB Only CCA certified members can submit an entry for this category.

Award Ref: 014 Continual Improvement Professional of the Year - Download application form
This award will be presented to the individual who has demonstrated the greatest level of commitment in understanding the CCA Standard©, introducing it within the organisation, carrying it through to certification and/or maintaining the principles of the Standard© beyond certification and who is able to show a commitment to continuing professional development.

Category: Best Employee Engagement
Award Ref: 015 Best Employee Engagement - Download application form
An award to recognise the best customer contact employer
The objective of the award is to profile those organisations that are able to fully engage staff in their role and the overall operation through innovative and exciting work initiatives.
 

The judging criteria for each category is outlined in the application form which can be downloaded using the links in the table above.

Entering the awards allows you to take an inward view of your business and analyse what you are doing well.  It also supports you in reward and recognising the contribution of your employees and the value that they provide to your customers and the business as a whole.

The awards are all about recognising success and sharing best practice.  We want you to shout about your achievements!!

-  You must submit your entry in the application form template provided.  (Downloads available in Question 1)

4a. Rules
-  Submit your entry in electronic format to joanne.mcquade@cca.org.uk before close of play on 31 July 2008.
-  Make sure you are available for telephone verification interviews in September (shortlisted entrants only).
-  Make payment of your entry fee prior to 31 July 2008.
-  No appendices are allowed but may be required during the verificiation process.
-  Your entry must be within the wordcount specified.
-  No materials will be returned.
-  Organisations submitting in more than one category cannot cross reference to other submissions.

Corporate Members, Industry Council & Professional Affiliates
Up to 3 submissions           = £150 plus VAT
All additional submissions =  £50 plus VAT per submission

Foundation Partners & Certified Members
Up to 3 submissions            = £FREE
All additional submissions  = £50 plus VAT per submission

Non Members
Up to 3 submissions           = £300 plus VAT
All additional submissions = £100 plus VAT per submission

If your submission is shortlisted you will be contacted via email to arrange an appropriate time for a telephone interview with one of our judges.  Interviews must take place during the month of September.  Evidence and examples of outputs identified in the submission may be sought during these interviews.  We may also ask to speak to a number of different individuals within the company.

The winners are announced at an awards ceremony on the evening of 18 November 2008, in Edinburgh.  Please note that you will not automatically qualify for a place at the gala dinner please confirm your interest by email Ashley.reid@cca.org.uk to avoid disappointment.

Customer Contact Convention & Gala Dinner & Excellence Awards Ceremony
Rates until 31 May
Member:           Convention:  £599+VAT  /  Individual Gala Dinner Ticket:  £199+VAT
Non Member:  Convention:  £999+VAT  /  Individual Gala Dinner Ticket:  £299+VAT

Rates from 1 June until 31 August
Member:           Convention:  £699+VAT  /  Individual Gala Dinner Ticket:  £199+VAT
Non Member:  Convention:  £999+VAT  /  Individual Gala Dinner Ticket:  £299+VAT

Corporate Table (seating 10):  £2350+VAT (only available to organisations registering 4 or more convention delegates)

Applications for the judging panel are no longer being accepted.  Details of the judging panel will be posted onto www.cca.org.uk in September.


To view a list of last year's winners please logon to www.ccaawards.co.uk

For further information on the benefits and costs associated with sponsoring our awards please contact Pauline Cochrane by email:  pauline.cochrane@cca.org.uk  or Tel:  +44 (0) 141 564 9384.

If you have any questions regarding your entry or any part of the awards programme please contact:

Joanne McQuade
CCA
20 Newton Place
Glasgow
G3 7PY
Tel:  0141 564 9300  /  Email:  joanne.mcquade@cca.org.uk