2020 Welsh Contact Centre Awards: the award winners

Welsh Contact Centre Awards 2020

Organised by the Welsh Contact Centre Forum and backed by headline sponsor, RingCentral, the Welsh Contact Centre awards recognise a sector which contributes £650m annually to the Welsh economy and employs 32,000 people who would normally be based in 250 centres across the country, and for the first time ever the ceremony was hosted online due to the ongoing effects of the global COVID-19 pandemic.

You can read a full report of the awards ceremony here and keep reading to find out which individuals and companies won on the night…

Individual Categories

Apprentice of the Year – sponsored by Cardiff & Vale College

Gold Winner: Aimee Scott – HSBC

Newcomer of the Year – sponsored by CAVC

Joint Gold:

Philippa Bowen – Student Finance Wales

Tia Noakes – PHS

Graduate of the Year

Gold: Veronica Horgan

Advisor of the Year – sponsored by Yolk Recruitment

Silver: Simon Wiggins – Legal & General Retirement

Gold: Paul Gibbs – Lloyds Banking Group

Support Person of the Year – sponsored by Yolk Recruitment

Joint Gold:

Gemma Spencer – Blackhorse Finance

Shaun Collins – Dwr Cymru

Team Leader of the Year – Sponsored by Inspire Me

Silver: Ann Marie Evans – One Team Logic

Gold: Aimee Macken – HSBC

Trainer of the Year – Sponsored by Inspire Me

Silver: Dai Phipps – Consumer Helpline

Joint Gold: Sue Entwistle – Wales & West Utilities

Hayley Hopkins – Legal & General Insurance

Support Manager of the Year – Sponsored by Jabra

Silver: Kayleigh Walker – Molson Coors

Gold: Laura Jones – Dwr Cymru

Contact Centre Manager of the Year – Sponsored by Jabra

Gold: Andrew Rose – Firstsource Solutions

Senior Manager of the Year – Sponsored by CGI

Gold: Carl Johnson – SSCL

Company Categories

Best Inclusion Strategy – Sponsored by Legal & General

Joint Gold: Deloitte + Target

Business Improvement Strategy – Sponsored by Arvato

Silver: Hodge Bank

Gold: Deloitte

Support Team of the Year 1 – People & Customer Support – Sponsored by Jomo People

Joint Gold: Admiral + SSE

Support Team of the Year2  – Processes/Business Improvement/TechnologySponsored by Jomo People

Silver: Legal & General Retirement

Gold: Legal & General Insurance

Customer Engagement – Sponsored by Majorel

Gold: Link Financial

People Development – Sponsored by RW Learning

Silver: Legal & General Investments

Gold: Admiral

AI/Data Product or Service – Sponsored by RW Learning  

Gold: SSCL

People Engagement – Sponsored by Deloitte

Gold: Sensée

Outsourced Contact Centre of the Year – Sponsored by CCA Recruitment

Silver: Firstsource Solutions

Gold: CGI

Shared Service Centre of the Year

Gold: Arvato

In-House Contact Centre of the Year – Sponsored by Headline Sponsor RingCentral

Small Contact Centre of the Year

Small: Silver – Principality Building Society

Small: Gold – Legal & General Direct Sales

Medium/Large Contact Centre of the Year 

Gold: Monzo Bank