Updates from across the region

NI Contact Centres Applauded for Excellence

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Contact centres from across Northern Ireland were honoured recently at the fourth annual Contact Centre Network NI Awards.

Hosted by comedian Colm O’Regan at the Hilton Hotel Belfast, the event was attended by 160 industry professionals gathering together to celebrate excellence and innovation.

Organised by not-for-profit industry body Contact Centre Network NI (CCNNI), Director Jayne Davies, said: “The 2021 CCNNI Awards celebrated the outstanding achievements of both individuals and companies working within the NI contact centre industry. We were thrilled to receive so many excellent nominations from

across Northern Ireland which is a testament to the talent within the industry. NI contact centres are now an employer of choice, offering great places to work and excellent opportunities across inclusive and resilient organisations and we were delighted to shine a light on some of the top performers in their field.”

Seventeen categories plus two special achievement awards were presented during the gala event.

Headline sponsors Jabra presented four prestigious awards including Contact Centre Manager of the Year which went to Fiona Williamson at BT Enniskillen and Senior Manager of the Year which was won by Ulster Bank’s Joanne Wilson (pictured above with John Nesbitt), Small to Medium In-house Contact Centre of the Year which was won by Danske Bank and Large In-house Contact Centre of the Year won by Allstate NI.

Winner of the Contact Centre Manager award, Fiona Williamson said: “I am so delighted to have won Contact Centre Manager of the Year for 2021, this was an award for my people and my site who do amazing things everyday… they create brilliant personal experiences with each and all our customers truly making Enniskillen a great place to work. CCNNI have been an amazing platform to allow us to celebrate our success.”


Winner of the Senior Manager of the Year award Joanne Wilson said: “I am humbled and privileged to have been chosen for this award. I couldn’t do what I do without a great team around me who do wonderful things for customers and each other. I see it as a personal ambition to build the profile of the Contact Centre Industry in Northern Ireland and to make it a career of choice. Working in the Contact Centre industry opens up so many career opportunities and it is where colleagues can develop a wide range of life skills.”

John Nesbitt, Sales Director Ireland at Jabra added: “Jabra were proud to be the headline sponsor of the CCNNI Awards again this year. These awards are vital to showcase the phenomenal talent of the people working in the contact centre across Northern Ireland and highlight what an important sector this is within the region.

“With the last eighteen months having been some of the most difficult for contact centre employees, as they adapt to working from home or between home and office, whilst ensuring exceptional CX at all times, everyone at Jabra is in awe of how well staff have coped and maintained KPI’s during the most testing of times. Congratulations to all of the winners and finalists.”

Other event sponsors included: Sensée, Allstate NI, Echo Managed Services and Ulster Bank.

Individual Winners:

Covid Hero of the Year – Catherine Hull, BNP Paribas Personal Finance

Support Person of the Year – Aodhán Liddy, Danske Bank UK

Apprentice/Newcomer of the Year – Maria Fyfe, Power NI 

Advisor of the Year – Rachel Shaw, Ulster Bank

Rising Star (Joint Winners) – Jacqueline Jefferies, NFU Mutual + Rachel O'Brien, Capita PIP

Trainer of the Year – Jason Topping, Intelling

Team Leader of the Year – Leanne Milne, Ulster Bank

Support Manager of the Year – Julia O’Neill, Firstsource

Contact Centre Manager of the Year ­– Fiona Williamson, BT

Senior Manager of the Year ­– Joanne Wilson, Ulster Bank


Individual Silver awards were presented to:

Silver – Advisor of the Year – Claire Quigley, Santander

Silver ­– Rising Star – Vic Leeson, BT

Silver – Trainer of the Year – Chris Phillips, Firstsource

Silver ­ Team Leader of the Year – Debra Dobbin, Concentrix

Silver – Senior Manager of the Year – Sabrina Lynch, Allstate Northern Ireland


Company Winners:

People Development – Firstsource

People Engagement – BNP Paribas Personal Finance

Business Transformation Strategy – Power NI

Best Covid Strategy – Invest NI Business Support Team

Customer Engagement – BNP Paribas Personal Finance

Support Team of the Year – Allstate Northern Ireland

Special Recognition Award – Corporate Social Responsibility – Power NI

Special Recognition Award – Outsourced Services – Echo Managed Services

Contact Centre of the Year Small to Medium – Danske Bank

Contact Centre of the Year Large – Allstate Northern Ireland

Silver Award - Best Covid Strategy – Translink


Membership is open to any contact centre, shared service centre or IT helpdesk based in Northern Ireland. Membership also available to associates and suppliers to the contact centre industry.

For more details view our membership page.