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Judging Criteria, Hints & Tips

Individual Awards

For all of the Individual Awards you need to tell us why the individual is exceptional and deserves recognition. For entries into categories A to J, please answer the following questions:

  1. Outline the individual’s role and responsibilities within the organisation
  2. Outline the individual’s performance or targets in 2018 and their achievements to date against them
  3. Outline any activities, projects or initiatives that the individual has undertaken, taken part in or instigated – which has enhanced performance or standards.
  4. Please note what impact this has had on teams/departments or the organisation and provide evidence of achievement.

Company Awards

For the Company Awards you need to tell us why the company/team initiative was developed, how it was created/implemented and what results it has achieved against targets, and provide evidence of success. Any national or regional initiatives submitted must have been carried out within a Wales-based contact centre during 2018.

Team/Company Categories 

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. You may also include up to 4 additional A4 pages of attachments to support your entry (images - quotes - evidence, etc). 

As part of your entry please tell us:

- why the company/team initiative was developed
- how it was created/implemented
- what results have been achieved (include targets where possible)
- provide any additional evidence of success

Please note: any campaigns (national or regional) must have been carried by a Wales-based contact centre. 

Outsourced Contact Centre of the Year

Please address the following questions/requirements:

  1. Demonstrate your understanding of your client’s aims and objectives and how you’ve worked together to fulfill these successfully
  2. Provide two examples of how you’ve helped them through the effective and professional delivery of a range of services
  3. How have you implemented two-way communication channels between the outsourcing front line and client decision makers
  4. Provide evidence of effective integration, investment in client relationship and transparency.

Contact Centre of the Year (Inhouse)

Please address the following questions/requirements:

  1. Please outline how you are an employer of choice (include recruitment strategies, your commitment to training and development and how you provide a great physical environment to work in).
  2. How does your centre underpin the running of the overall business strategies. Please include evidence of how the centre contributes to the wider business, delivers world class service to its customers and what makes the centre an extraordinary place to work in.

Hints & Tips

Please address the following questions/requirements:

  1. Read the categories and criteria carefully to decide which categories are appropriate and what the judges are looking for.
  2. Ensure you provide sufficient evidence (descriptions, testimonials, results, KPIs, etc) to support your entries.
  3. View copies of previous winning entries for examples of what makes a successful shortlisted entry and visit How to Enter
  4. Make sure you promote the competition in-house to get as many winners as possible from your organisation. You can make up to three entries in each category, allowing you to involve as many of your staff from as many departments as you wish.