This high profile awards programme celebrates 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 : 23 March 2009
Entry Deadline: 31 July 2009
Shortlist Announced: September 2009
Awards Ceremony: 4 November 2009
The categories for the programme are detailed below - click on the links to download the application forms.
Category: Best Customer Experience in Sector
- Local Government (Public Sector)
- Central Government (Public Sector)
- Emergency Services
- Financial Services
- Retail, Travel & Entertainment
- Mobile, Telecoms & Utilities
These Awards will be presented to the organisation that can demonstrate excellence in understanding and responding to customer needs. Applicants must demonstrate how customer satisfaction feedback is gathered and the data used to improve the customer experience. Download application form
Category: Best Enterprise-Wide Support to the Contact Centre
This Award will be presented to the organisation that can demonstrate how relationships and communication between the contact centre and a support function/role has led to improvements (e.g. back-office, business continuity, resource planning, mailrooms etc).
Download application form
Category: Contact Centres: Great Places to Work!
Submissions should demonstrate the organisation is able to fully engage staff through innovative and exciting work initiatives and how this has made a difference to employee motivation and loyalty.
Download application form
Category: Professional of the Year
- Agent - Sponsored by
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- Team Leader
- Manager
- Director
These Awards will be presented to the individuals who are able to demonstrate commitment to providing customer service excellence either through personal activity or support for a wider team.
Download application form
Category: Contact Centre Team of the Year
This Award will be presented to the team that can demonstrate their commitment to providing customer service excellence either through personal activity or support for the wider team.
Download application form
Category: Most Effective Training Programme
Submissions will demonstrate how development and integration of one or more training, performance management or internal communication programmes has made a difference to both employee development within the organisation and the organisation’s overall success.
Download application form
Category: Action in the Community
This Award will be presented to the organisation that can demonstrate a commitment to corporate social responsibility within the last 12 months. Submissions will demonstrate the benefits their activity brings to employees, the organisation and the wider community.
Download application form
Category: Best Outsourcing Partnership
This Award will be presented to the partnership that can demonstrate delivery of excellent customer service through successful co-operation and communication.
Download application form
Category: Best Channel Integration Strategy
This Award will be presented to the organisation that can best demonstrate how they successfully created and implemented a multi-channel solution for customers.
Download application form
Category: Best Use of Technology Partnership - Sponsored by .jpg)
This Award will be presented to the partnership that has successfully introduced and applied an effective and innovative technology solution.
Download application form
Category: World Class Excellence : CCA Global Standard©
This Award will be presented to the CCA certified member, newcomer or mature, that can demonstrate the most effective and efficient use of CCA Global Standard© to improve their organisation and transform it into a world-class centre. Download application form
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 2009.
- Make sure you are available for telephone verification interviews in September (shortlisted entrants only).
- Make payment of your entry fee prior to 31 July 2009.
- 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 and Industry Council
Up to 3 submissions = £175 plus VAT
All additional submissions = £75 plus VAT per submission
Foundation Partners & Certified Members
Up to 3 submissions = £FREE
All additional submissions = £75 plus VAT per submission
Non Members
Up to 3 submissions = £350 plus VAT
All additional submissions = £150 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 4 November 2009, in Edinburgh. Please ensure you pre-book your places at the gala dinner by email
Ashley.reid@cca.org.uk
Customer Contact Convention & Gala Dinner & Excellence Awards Ceremony
Rates until 31 March
Member: Convention: £499+VAT / Individual Gala Dinner Ticket: £199+VAT
Non Member: Convention: £799+VAT / Individual Gala Dinner Ticket: £299+VAT
Rates from 1 April until 30 June
Member: Convention: £599+VAT / Individual Gala Dinner Ticket: £199+VAT
Non Member: Convention: £899+VAT / Individual Gala Dinner Ticket: £299+VAT
Rates from 1 July until 30 September
Member: Convention: £649+VAT / Individual Gala Dinner Ticket: £199+VAT
Non Member: Convention: £949+VAT / Individual Gala Dinner Ticket: £299+VAT
Rates from 1 October onwards
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): £1,995 + VAT (only available to organisations registering 4 or more convention delegates)
Applications for the judging panel are no longer being accepted. You can find details of the judging panel
here.
You can view a list of last year's winners
here.
For further information on the benefits and costs associated with sponsoring our awards please contact Joanne McQuade by email:
joanne.mcquade@cca.org.uk or Tel: +44 (0) 141 564 9300.
If you have any questions regarding your entry or any part of the awards programme please contact:
Ashley Reid
CCA
20 Newton Place
Glasgow
G3 7PY
Tel: 0141 564 9300 / Email: ashley.reid@cca.org.uk
