Winners 2017

Customer Service Excellence Recognised at CCA Excellence Awards 2017

The Winners Are....

Glasgow, 17 November 2017:  More than 600 senior customer executives from leading public and private sector brands gathered in Glasgow last night to celebrate and recognise achievements in service excellence at CCA Excellence Awards 2017.

The benchmark for customer service excellence was raised with organisations 'neck in neck' for the top spot in many of the award categories. More than 150 shortlisted nominees battled it out for the winning entry in more than 20 categories.

CCA Chief Executive Anne Marie Forsyth said: "Delivering world class customer service consistently in today's 24/7 world requires exceptional people who can live up to exacting standards. I would like to warmly congratulate all of our winners who do just that on a daily basis. The success of Adactus Housing, Pearson VUE and The Co-operative Bank who achieved special awards for their CCA accreditation, underlines the valuable role CCA Global Standard© plays in driving continuous improvements that result in excellent service for customers."

Chairman of the judging panel Andrew Mends said: "This year's winners should be exceptionally proud because it was by far the most competitive field ever with a record number of international as well as UK entrants. Our panel of 30 judges had a very difficult task due to the quality of submissions being so high. We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service."

CCA Excellence Awards Gala Dinner was sponsored by Plantronics. Paul Dunne, Regional Director, Plantronics UK & Ireland commented, "Contact centres can be busy, high pressure environments. Customer service can be hard and demanding. So, we're proud to sponsor an event that showcases the best from this industry. From incredible teams, tireless leaders to amazing projects, we love seeing the innovation, determination and passion that fuels you all to succeed."


Director of the Year - Private Sector

Simon Separghan, Managing Director, Barclays Global Contact Centres

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Director of the Year - Public Sector

Mike Baker CBE, Director Personal Tax Operations, HM Revenue & Customs

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EMERGING LEADER AWARDS

Bronze - Eamonn Smith, Irish Water

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Silver - Catherine Lennon, Irish Water

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Gold - Lauren Suttie, Student Loans Company

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CCA GLOBAL STANDARD© ACHIEVEMENT AWARDS

Small Centre of the Year

Adactus Housing

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Medium Centre of the Year

Pearson VUE

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Large Centre of the Year

The Co-operative Bank

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Professional of the Year - Bronze Award

Sara Lawrence, DVLA

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Professional of the Year - Silver Award

Amy Draper, The Pensions Regulator

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Professional of the Year - Gold Award

David Hegarty, Capita Customer Solutions

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MEMBER OF THE YEAR AWARDS
For outstanding commitment to customer service excellence

Rich Alvis, Harper Collins

Claire Davey, Skipton Building Society

Kevin McGuire, Scottish Widows

Bernard Mooney, Gas Networks Ireland

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CCA EXCELLENCE AWARDS 2017

Best Customer Experience Centre of the Year Awards

HomeServe Membership - Customer Sales & Service

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Contact Centres: Great Places to Work

Coventry Building Society - Savings Contact Centre

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Corporate Social Responsibility in Customer Service

HomeServe Membership

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Most Effective Training Programme

BBC Audience Services

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Contact Centre Team of the Year - BPO & Outsourcing

Corporate Gift Voucher Team - Capita M&S Partnership

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Highly Commended

Capita O2 Partnership

 

Contact Centre Team of the Year - Financial Services

Barclays Premier and Offshore Quality and Insight Team

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Highly Commended

Customer Response Team - The Co-operative Bank

 

Contact Centre Team of the Year - Public Sector

Multi-Channel Team, DVLA Contact Centre

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Contact Centre Team of the Year - Telco, Utilities, Retail & Leisure

Glasgow Contact Centre - Sky UK

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Best Technology Partnership

Sainsbury's Argos

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Innovation in BPO - A partnership approach

Capita M&S Partnership

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Innovation in Customer Service

B at CYBG

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Highly Commended

Barclays Wealth Banking & Client Services

Wolseley - Transversal

 

Most Effective Use of Social Media

Omni Channel, Barclays

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Professional of the Year

Nichola Taylor, Standard Life

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Manager of the Year

Chris Allen, Coventry Building Society

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Highly Commended

Shaun Langdon, Lloyds Banking Group

 

Overall Team of the Year

Barclays Premier and Offshore Quality and Insight Team

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View the full shortlist here