2020 Welsh Contact Centre Awards: the award winners
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/Technology – Sponsored 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