2022 Awards

Categories

Individual Categories

This category will recognise someone who has gone above and beyond their day-to-day role to support their colleagues or the organisation. Please note that the finalists in this category will not be required to attend a virtual judging panel as the winner will be chosen from the written entry.  

This category will recognise apprentices who have been employed in a non-managerial role and who show outstanding occupational progress, a positive approach to employment combined with excellent interpersonal 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.   

This category is for colleagues working in any contact centre function within the organisation. The Rising Star Award honours a colleague who has delivered an outstanding performance within the last twelve months and who is considered to be a potential future leader or key employee within the business.

This category is for non-managers working in any contact centre support function within the organisation (eg. HR, Comms, Training, Marketing, IT, Facilities, etc). The judges will be looking for evidence of enthusiasm, adaptability, drive and determination in supporting the contact centre and their colleagues.

This category is for individuals working at advisor grade in a sales or service capacity. Entrants must go above and beyond their day-to-day responsibilities to provide excellent customer service and support to their colleagues, demonstrate consistently high performance as an adviser or agent and make a real difference to their organisation.

This category is open to individuals who demonstrate exceptional leadership, first-line management skills and vocational competence. 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 with a commitment to the development of their team, and have evidence of guiding their team to consistently high performance.

This category is seeking a professional trainer or coach who applies innovative learning strategies to deliver both corporate objectives and individual needs. Entrants must demonstrate an enthusiasm for staff development and provide evidence of how their training/coaching solutions have improved staff skills/performance and resulted in successful outcomes for the business.  

Open to individuals who have been managing a support team or support function based in a contact centre eg: Finance, Marketing, HR, IT, Analytics, etc. Entrants must demonstrate a high performance of the support team or contact centre and combine a commitment to the delivery of objectives with an efficient and effective service. Entrants will also provide evidence of implementing strategies that have impacted positively on the team or centre.

Open to individuals who have been managing a contact centre or customer service managers. This category seeks to reward exceptional leadership and vocational competence. The winner ensures consistently high performance of the contact centre, delivers the company’s vision and objectives with an efficient and effective service, has successfully implemented innovative strategies that positively impact the organisation and displays a commitment to the continuous improvement of centre and its staff.

Open to senior contact centre personnel including site directors who have been managing a contact centre site or other contact centre managers. This category seeks to reward exceptional leadership and management skills. The winner ensures consistently high performance of the contact centre/site, delivers the company’s vision and objectives with an efficient and effective service, has successfully implemented innovative strategies that positively impact the organisation and displays a commitment to the continuous improvement of centre and its staff.

Team/Company Categories

This award will recognise the activity undertaken by the organisation to enable their colleagues’ agile working – at home, hybrid, on site. Entries will detail the actions taken to deliver the agile working programme including the support of individuals and teams in delivering a remote service, evidence of utilising new communication 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.

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.

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.

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.

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.

This award will recognise an organisation with innovative strategies, policies or programmes 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: race and ethnic origin, vulnerable customers, neuro diverse staff, disability, health, social or economic disadvantage, as well as gender, religious beliefs, age, education, sexual orientation and/or other perceived differences.

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 digital, social, voice and web chat, etc.

Engagement has been one of the biggest recent challenges and this award 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.

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 Shared Service Centres 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.

This category is for an outsourced contact centre with a highly successful business relationship with their client. To be successful in this category entrants must demonstrate a clear understanding of their client’s aims and objectives and provide evidence of:​

  • How they have developed an effective client relationship
  • How they’ve helped the client with the effective delivery of a range of services
  • How they’ve implemented two-way communication channels between the front line and client decision makers.

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 what makes you an employer of choice – your culture, recruitment strategies, commitment to learning and development, diversity and inclusion, what makes the centre an extraordinary place to work, including options for WFH or hybrid working.
  • How does your centre offer world class customer experience? Please include evidence of how the centre delivers world class service to its customers and how CX contributes to the wider business strategy.

WELSH CONTACT CENTRE AWARDS 2022

Celebrating excellence across the Welsh Contact Centre industry. 
Be part of the Awards and get the recognition you deserve!