PLEASE SEE THE ENTRY GUIDELINES AT THE END OF THE PAGE 

These Annual Awards recognise the great achievements of individuals and organisations through both Covid-19 and business as usual.

Individual Categories

All individual entrants must be nominated by a manager within the organisation.

All individual entries should be written in the third person and the individual nominated must approve the entry prior to submission

All individual entrants must have been in the role for a minimum of six months and any evidence provided from activities must have taken place from 2020 up to September 2021.

A) Covid Hero of the Year – NEW

This award will recognise someone who has gone above and beyond to their support colleagues, customers or the community during the Pandemic. The category is open to colleagues who have continued working within the contact centre (at home or on site) or who have been furloughed and during that time worked over and above to support their communities. Please note that finalists in this category will not have to attend panel judging as the winner will be selected from the written entry

Submissions should be no more than 4 sides of A4, written in a 12-point typeface plus 2 additional A4 page attachments. Please begin the entry with a 100 word summary as to why the candidate should be voted Covid Hero of the Year.

B) Apprentice/Newcomer of the Year

This category will recognise apprentices or new members of staff who have been employed in a non-managerial role for a minimum of six months and who show outstanding occupational progress and a positive approach to employment combined with excellent personal qualities. The judges will be looking for evidence of exceptional vocational competence, achieving great results, making a difference within a short period of time, plus excellent interpersonal skills. Submissions should be no more than 2 sides of A4, written in a 12-point typeface plus 1 additional A4 page of attachments. Please begin the entry with a 100-word summary of why your chosen candidate should be Apprentice/Newcomer of the Year.  

C) Support Person of the Year

This category is for non-managers who have been working in any contact centre support function (eg. HR, Comms, Training, IT, Facilities, etc) for a minimum of six months. The judges will be looking for evidence of enthusiasm, willingness, adaptability, determination and vocational competence, in either a full or part time capacity. Submissions should be no more than 2 sides of A4 written in a 12-point typeface plus 1 x A4 attachment. You will also need to start your submission with a 100-word summary of why your candidate should be Support Person of the Year.

D) Advisor of the Year 

This category is for individuals working at advisor grade in a sales or service capacity for a minimum of six months. Entrants must go above and beyond his or her day-to-day responsibilities to provide excellent customer service and support to their colleagues, demonstrate consistently high performance as an adviser or sales agent, provide strong results and make a real difference to their organisation. Submissions should be no more than 2 sides of A4 in a 12-point typeface plus 1 A4 attachment. Please start your submission with a 100-word summary of why your candidate should be voted Advisor of the Year.

E) Team Leader of the Year

This category is open to individuals who have been employed in the role for a minimum of six months and who demonstrate exceptional leadership, first-line management skills and vocational competence, in either a full or part time capacity. The Team Leader of the Year is a professional and inspirational person who leads by example and takes responsibility for the team. They ensure their colleagues’ experience of work is always a positive one. Entrants must demonstrate strong leadership, be results oriented, with a commitment to staff development, and have evidence of guiding their team to consistently high performance. Submissions should be no longer than 3 sides of A4 written in a 12-point typeface. Plus up to 2 sides of A4 attachments will also be accepted. Please begin your submission with a 100-word summary of why your candidate should be Team Leader of the Year.

F) Trainer/Coach of the Year

This category is seeking a professional trainer or coach who has been employed in the role for a minimum of six months and who applies best practice in learning theory to deliver training and development that achieves organisational objectives. The winner will take their role extremely seriously, training is meticulously planned and learning theory is applied with precision in order to get the best out of the people. Activity is tailored to the individual’s needs but also helps achieve departmental group objectives.

This person’s training programmes have made a difference not only to individuals’ career objectives and the organisation, but also the participants’ quality of life and outlook. The winner is not averse to trying innovative new techniques to train and coach employees in a controlled environment. Submissions should be no longer than 3 sides of A4 written in a 12-point typeface. Plus up to 2 sides of A4 attachments will also be accepted. Please begin your submission with a 100-word summary of why your candidate should be Trainer of the Year.

G) Support Manager of the Year

Open to individuals who have been managing the operational requirements of a contact centre for a minimum of six months. This can be from within any functional department eg. HR/Comms/Engagement or IT/MI/Facilities. The category looks to reward exceptional management skills and vocational competence in either a full or part-time capacity.

The winner’s support management ensures consistently high performance of the centre and combines a commitment to the delivery of organisational objectives with an efficient and effective service. The winner will have successfully implemented innovative strategies that impact positively on the wider organisation and have a commitment to the continuous improvement of centre, staff and self. Submissions should be no more than 6 sides of A4 written in a 12-point typeface. Up to 3 additional A4 pages of attachments will be accepted. Please begin your entry with a 100-word summary of why your candidate should be Support Manager of the Year.

H) Contact Centre Manager of the Year

Open to managers who have been line managing team leaders within a contact centre for a minimum of six months, this category looks to reward innovation, broad management skills and vocational competence in either a full or part-time capacity.

The winner demonstrates exceptional leadership, ensures consistently high performance of the centre, communicates and shares the company’s vision/mission, and combines a commitment to the delivery of organisational objectives with an efficient and effective service. The winner will have successfully implemented innovative strategies that impact positively on the wider organisation and have a commitment to the continuous improvement of centre, staff and self. Submissions should be no more than 6 sides of A4 written in a 12-point typeface. Up to 3 additional A4 pages of attachments will be accepted. Please begin your entry with a 100-word summary of why your candidate should be Contact Centre Manager of the Year.

I) Contact Centre Leader/Senior Manager of the Year  

Open to senior contact centre personnel who have been managing contact centre managers within a contact centre for a minimum of six months, this category looks to reward exceptional management skills and vocational competence in either a full or part-time capacity. The winner demonstrates ensures consistently high performance of the centre, communicates and shares the company’s vision/mission, and combines a commitment to the delivery of organisational objectives with an efficient and effective service.

The winner will have successfully implemented innovative strategies that impact positively on the wider organisation and have a commitment to the continuous improvement of centre, staff and self. Submissions should be no more than 6 sides of A4 written in a 12-point typeface. Up to 3 additional A4 pages of attachments will be accepted. Please begin your entry with a 100-word summary of why your candidate should be Contact Centre Leader/Senior Manager of the Year.

Company/Team Categories

For the Company/Team Awards you need to tell us why the company/team initiative was developed, how it was created/implemented, 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 2020 and up to September 2021.

J) Best Covid Strategy – NEW

This new award recognises how agile an organisation has been in reaction to the global pandemic. Entries should explain:

• The objectives behind the strategy

• How the strategy was planned, implemented and monitored

• Effective use of communication channels to colleagues & stakeholders

• The impact on people, processes or systems

• Overall impact on the business and, where appropriate, the long term strategy of the business.

K) Best Homeworking Programme – NEW

This award will recognise the activity undertaken by the organisation to enable colleagues to work from home in response to Covid-19. Entries will detail the actions taken to deliver the home working programme including the rapid response and mobilisation of the workforce, the support of individuals and teams in delivering a remote service, evidence of utilising new channels and the steps taken to ensure the ongoing support to clients and customers. Entries should also include details of the challenges and the benefits experienced in creating an agile workforce.

L) Best Public Sector Helpline – NEW

This category is for any public sector body or organisation delivering public sector services. The category is open to both in-house and outsource providers delivering emergency or public information. This can include local authorities, health and welfare, police, Covid response line, or any other emergency/non-emergency helpline or public sector information line. Entries should include details of the helpline’s objectives, delivery and implementation, plus impact and results.

M) Business Transformation Strategy – NEW

This award recognises how an organisation has created a transformation strategy for their people, systems or processes. The category can include digital transformation, workforce planning or any other improvement initiative. Evidence will be required of:

• The objectives behind the strategy

• How the strategy was planned, implemented, communicated and monitored

• The impact on customers, staff and operational/business performance

• Overall results and how this fits into the long-term strategy of the business.

N) 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.

O) 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 talent management is embedded in the company culture.

P) Best Inclusion Strategy

This award will recognise an organisation with innovative strategies, activities or efforts in place that are designed to promote diversity and inclusion. These may include programmes to support the external community (your customers) or internal community (your people) including: bilingual and/or multilingual services, vulnerable customers, neurodiverse staff, 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.

Q) 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.

R) People Engagement, Mental Health & Wellbeing

Engagement has been one of the biggest challenges during the Pandemic and this category will be presented to a centre that demonstrates how its people are the focus of the business. Judges will seek evidence of initiatives to promote:

• Employee engagement

• Mental Health and wellbeing

Evidence should include photographs, KPIs on performance improvement through engagement practices plus sickness and retention rates.

S) Shared Service Centre

This shared service category is suitable for an accountable entity within a multi-unit organisation tasked with supplying the business unit with specialised services (Finance, IT, HR, Facilities, Logistics, Sales, etc) on the basis of a service level agreement. To be successful in this category SSCs must provide evidence of:

• How they have created a successful relationship with their internal customer

• Process excellence

• Technology transformation or digitisation

• Innovative people practices and learning & development initiatives

• Overall effectiveness of the Shared Service Centre.

T) 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.

 

U) Contact Centre of the Year – In-house

This award is attributed to an in-house 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.

Judging Criteria

Individual Awards

For all of the Individual Awards you need to tell us why the individual is exceptional and deserves recognition within their specific category. 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 during 2020 and up to September 2021 and their achievements 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

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

Any national or regional initiatives submitted must have been carried out within a Wales-based contact centre during 2020 and up to September 2021.

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. 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.

 

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