- As these are team categories, entries must be written by the team themselves and endorsed by a line manager.
- Submissions should be no more than 5 sides of A4 written in a 12-point typeface.
- Up to 4 additional sides of A4 attachments will also be accepted. Initiatives submitted must have been carried out during 2016.
Entries Must Include
- The background to your project/initiative – your objectives
- What challenges were facing your department/organisation
- What changes did you want to bring about
- Implementation details
- What results you achieved against targets & objectives
- Provide evidence of success – highlight the results – give results, compare against targets and evaluate impact on behaviour and performance
J) People Development
This award will recognise companies that successfully address ongoing development needs for individuals, departments and whole organisations to see that business needs are met. The judges will be looking for examples of how people development affects the company ethos and how it is embedded in the company culture.
K) Support Team of the Year
This award will recognise the outstanding support delivered by a team or department supporting the contact centre. The entry needs to outline the support process, the reasons for implementation, key performance indicators and provide evidence of positive outcomes. It must also include evidence of the impact of the team on the wider objectives and overall performance of the business.
L) Best Use of Technology
The winning organisation will demonstrate how Technology can be used to benefit the organisation, complimenting employee skills to allow them to do their job with greater effectiveness and efficiency, showing significant results (including returns on the investment) as well as demonstrating excellence in implementation and integration (minimising disruption to stakeholders). Any projects should have been implemented within 2016.
O) Customer Engagement
This award recognises how you deliver exceptional levels of service to your customers and should include details of how you measure customer engagement – targets, performance against targets, KPIs, etc. Evidence can also include details of a multi channel approach eg: via mobile, social networks, phone and web.
N) Diverse Workplace
This award will recognise an organisation that creates a positive working environment which recognises and values difference.
The organisation will demonstrate the creative and innovative strategies that are in place to promote and advance diversity and inclusion in the workplace. They will demonstrate a commitment to solutions in diversity and will have made a significant impact on diversity issues in the workplace.
The winner of this award will demonstrate diversity and inclusion programmes, initiatives, activities or efforts that are designed to promote and support differences in people and society. These may include disability, health, social or economic disadvantage, as well as race and ethnic origin, gender, religious beliefs, age, education, sexual orientation and/or other perceived differences.
O) People Engagement Award
This will be presented to a centre that puts its staff at the heart of the operation. The successful centre shows that front line people are the focus of the business. Judges will seek evidence of:
- 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.
P) Performance & Quality
This new category will recognise an organisation or team which integrates the customer journey with front line people to ensure the highest levels of performance and quality.
The winning organisation/team will demonstrate an integrated approach to operational measures which affect performance – combining quality monitoring and performance management techniques such as call recording and monitoring, MPS, coaching and development, speech analytics, complaints, reward and recognition – to deliver the most efficient service for the customer and the business.
Q) Business Improvement Strategy
This new award recognises how an organisation has created an improvement strategy for its people, processes or systems. Evidence will be required of:
- The objectives behind the strategy
- How the strategy was planned, implemented and monitored
- Effective use of internal communication channels to inform staff about the programme and its aims
- The impact on customers, staff and operational performance
- Overall impact on the business and how this fits into the long terms strategy of the business.
S) Outsourced Contact Centre of the Year
This category is for an outsourced contact centre with a highly successful business relationship with their client. To be successful in this category you must demonstrate:
- A clear understanding of your client’s aims and objectives
- How you’ve helped them through the effective and professional delivery of a range of services
- How you’ve implemented two-way communication channels between the outsourcing front line and client decision makers
- Evidence of effective integration, investment in client relationship and transparency.
Please note that the second judging stage of this category will be undertaken by a site visit.
T) Contact Centre of the Year Inhouse
This award is attributed to an inhouse contact centre that demonstrates leading practice for both staff and customers. The judges will be focusing on two areas:
- 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 strategies? 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.