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Time to be recognised for your great staff, initiatives and contact centre!

The Contact Centre Network NI Awards are open to any contact centre, shared service centre and IT/customer service helpdesk based within Northern Ireland with a minimum of five staff.​ Activities must have taken place from Nov 2019 to Oct 2020.  The new deadline is Weds 4 November 2020.

Entry Requirements
Click here for details of entry requirements.
Covid 19 Response
In addition to the main category criteria below, if Covid-19 has impacted your delivery or performance please provide further details of how, the adjustments put in place and the outcomes that have been delivered.

Hero of the Year

This NEW award will recognise the outstanding contribution of an individual member of staff who has gone above and beyond the requirements of their role to help the organisation, their colleagues and their customers this year. In up to 750 words tell us – who is your Hero of the Year and why!

Agent of the Year

This category is for individuals working in sales or customer service at advisor/agent grade who have demonstrated exceptional levels of sales or service and vocational competence. The winner will be someone who delivers consistently high performance, provides additional support to colleagues and has made 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.

Contact Centre Manager 

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.

Team of the Year

This award will recognise the outstanding performance delivered by a team or department supporting the contact centre and/or customers. The entry needs to outline their processes, 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 organisation.

Best 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. 

Best Homeworking Programme

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.

Best Diversity
& Inclusion Programme

This award will recognise an organisation with innovative strategies, activities or efforts 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

Outsourced Contact Centre 

Small/Medium: Up to 200
Large: Over 200

This category is for an outsourced contact centre (Small to Medium or Large) 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 frontline and client decision makers.

Inhouse Contact Centre 

Small/Medium: Up to 200
Large: Over 200

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 key areas:

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

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


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