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With 16 categories across a variety of individual and team functions, it's time to be recognised for your excellent staff, initiatives and contact centre!

Entries are free and open to any call/contact centre, shared service centre and IT/customer service helpdesk based within Northern Ireland. Organisations can enter as many categories as they like – but only 3 nominations per category. Deadline for entries is Friday 2nd August!

Individual Categories

Newcomer
of the Year

This award will recognise non-management staff working in a frontline role within a contact centre, who has been in post for a minimum of six months and maximum of 14 months. The judges will be looking for evidence of excellent interpersonal skills, achieving great results and making a difference within a short period of time. 

Support Person
of the Year

This category is for non-managers working in any contact support function within the organisation. The judges will be looking for evidence of enthusiasm, determination and competence in providing exceptional levels of support to the contact centre and their colleagues, regularly going above and beyond to exceed expectations.

 

Sales Agent of the Year

This category is for individuals working at advisor grade in a sales capacity who have demonstrated exceptional levels of sales and vocational competence. Entrants must demonstrate consistently high performance as a sales agent/advisor, achieve consistently strong results and make a real difference to their organisation. 

Customer Advisor
of the Year

This category is for individuals working at advisor grade who have demonstrated exceptional levels of service and vocational competence. The winner will be someone who goes above and beyond his or her day-to-day responsibilities to provide excellent customer service and support to their colleagues. Entrants must demonstrate consistently high performance as an adviser and make a real difference to their organisation. 

Team Leader of the Year

The Team Leader of the Year is a professional and inspirational person who leads by example, takes responsibility for the team and ensures that their colleagues’ experience of work is 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. 

Trainer 
of the Year

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.

Support Manager of the Year

Open to individuals who have been managing a support team or support function based in a contact centre (eg: finance, marketing, HR, IT). The winner ensures consistently high performance of the support team or contact centre and combines a commitment to the delivery of objectives with an efficient and effective service. The winner will have implemented strategies that have impacted positively on the team or centre and have a commitment to their own continuous improvement. 

Contact Centre Manager 
of the Year

Open to individuals who manage a contact centre or other managers within a contact centre. This category rewards exceptional leadership, broad management skills and vocational competence. The winner ensures consistently high performance of the centre, communicates the organisation's vision and combines the successful delivery of objectives with an efficient and effective service. The winner will have successfully implemented innovative strategies that impact positively on the centre and have a commitment to the continuous improvement of the centre and its staff.

All individual entries must be nominated by a manager.
For details on how to enter, click below.
Company Categories

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 it is embedded in the company culture.

Support Team of the Year

This award will recognise a support team or support initiative based in a contact centre (eg. HR, IT, Finance). The entry needs to outline the support processes, the drivers for implementation, key performance indicators and provide evidence of successful outcomes of the support. Evidence should also be provided of the impact of the team or initiative on the organisation and performance of the business.   

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 digital, social, voice and web. 

People Engagement

This will be presented to a centre that puts its staff at the heart of the operation. The successful centre shows that front line people are the focus of the business. Your entry should include details of: 

• Special initiatives to promote employee engagement 

• Health and wellbeing practices to support employees – including resilience and

   mental health initiatives or support 

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

Corporate Social Responsibility

This category recognises how an organisation has helped the wider community via special initiatives that they have in place outside of the workplace.

Entries should include:

• Details of work or special initiatives undertaken with charities, not-for-profit or
   community organisations, schools/education or vulnerable customers

• The objectives behind these initiatives

Evidence should also include photographs, KPIs and results achieved.

Business Improvement

Strategy

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

• The objectives behind the strategy 

• How the strategy was planned, implemented and monitored

• Effective use of internal communication channels to inform staff about the
   programme and its aims 

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

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

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 and provide evidence of:

• How you have developed an effective client relationship

• How you’ve helped them with the effective delivery of a range of services

• How you’ve implemented two-way communication channels between the
   outsourcing front line and client decision makers. 

​In-house Contact Centre
Small-Medium: Under 200
Large: Over 200

Please note that this category has changed from Under 50/Over 50 seats to Small to Medium (Under 200 seats) and Large (Over 200 seats). 

The award is attributed to an in-house contact centre (Small to Medium or Large) that demonstrates best practice for its staff and customers. The judges will be focusing on two areas:

• What makes you an employer of choice – your successful recruitment model,      
   commitment to training and development and providing a great place to work

• How your centre delivers excellent customer service and its successful impact on
   supporting the business/operation.

Getting in touch

@CCNNIre

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