CCA Excellence Awards Shortlist 2010
CCA Excellence Awards programme is designed to recognise achievements of individuals and organisations committed to delivering outstanding customer service.
Anne Marie Forsyth, Chief Executive, CCA said, “In today’s challenging climate it’s more important than ever to recognise the efforts of individuals and teams dedicated to going the extra mile to deliver for customers and these Awards are designed to do just that. With an 80% increase in submissions in 2010, organisations are clearly committed to recognising the hard work undertaken throughout the year. I’d like to wish all the short-listed entrants the best of luck.”
The Awards winners will be announced on the evening of 16th November 2010 at CCA’s Gala Dinner & Excellence Awards Ceremony, being held at The Hilton, Glasgow.
SHORTLISTED ENTRANTS
Best Customer Experience: Centre of the Year
Bank of Ireland Group Customer Contact
Barclays Wealth – Barclays Personal Investment Management
British Gas – Homecare Retention, Uddingston
Careline & Unilever Partnership
DWP – Future Pensions Division
HEROtsc – Kilmarnock
Merchants, iiNet Business Unit
Rushcliffe Borough Council
Siemens IT Solutions & Services Ltd with NS&I
Thomas Cook Sales
Contact Centres: Great Places to Work
Bellcom
British Gas – ASC/Homecare Retention Department, Uddingston
British Gas, Cardiff
Clydesdale & Yorkshire Banks – Direct Banking
DWP – Contact Centre Directorate Jobcentre Plus, Dundee Contact Centre
DWP – Future Pensions Division
DWP – London Pension Centre
FEXCO Bord Gáis Energy Contact Centre
Liverpool Direct Limited
Tesco Customer Service Centres
Most Effective Training Programme
Bord Gáis Energy
British Gas, Cardiff – My World Development Programme
BT Retail
Clydesdale & Yorkshire Banks – Direct Banking
DWP – PDCS Management Development Academy
DWP – Pension Direct, NPC
Nationwide Building Society in partnership with Blue Sky Performance Improvement
Orange Service – Service Talent & Development Team
Prudential Intermediaries Contact Centre
Telefónica O2 UK Customer & People Experience Team
Action in the Community
Tesco Customer Service Centres – Tesco in the Community
DWP – London Pension Centre
Contact Centre Team of the Year: B2B
Azzurri Communications Service Desk
Bellcom/Dell Partnership
Bord Gáis Networks in partnership with FEXCO
Capita Life & Pensions – The Customer Options Team
DWP – Jobcentre Plus, Blackburn Contact Centre
Greater Manchester Police – Operational Communications Branch
HMRC, Bathgate – Quality Support Coaches
Siemens IT Solutions & Services (NS&I account) – Customer Interaction Centre Resource Team
Tesco Customer Service Centres – Customer Insight Team
Tesco Customer Service Centres – Grocery Home Shopping Business Support Team
Contact Centre Team of the Year: B2C
Bank of America
Barclays Wealth – International Banking Contact Centre
British Gas – Home Services Retention Team
DWP – Future Pension Centre – Real Time Planners
Intelenet UK Services
North Yorkshire County Council
Prudential Annuities Contact Centre
TD Waterhouse
Tesco Customer Service Centres – Customer Service Operations Team
Ventura – British Gas Energy Solutions Department
Vertex – Team Coaches @ Companies House
Customer Service Complaints Team of the Year
Bord Gáis Energy
Bord Gáis Networks
British Airways Customer Relations Team
British Gas
British Gas – Homecare Retention Team
Capita Life & Pensions
Kent County Council - Contact Kent
Scarborough Borough Council
Tesco Customer Service Centres – Executive Response Team
Back Office Customer Service Team of the Year
Bord Gáis Energy – Service Delivery Electricity
British Airways – Customer Contact Operations Planning and Control
DWP – Jobcentre Plus Contact Centre Directorate, Sheffield
DWP Pension Centre, Dundee – Maroon Team 2
DWP Pension Centre, Leicester – Bereavement Team
Lego Company Ltd
Prudential Voice Annuities
RBS International
Tesco Customer Service Centres – Communications Team
Team of the Year 2010
Shortlisted entrants will be announced on the evening of 16 November 2010 from the winners of the following categories:
Contact Centre Team of the Year: B2B
Contact Centre Team of the Year: B2C
Customer Service Complaints Team of the Year
Back Office Customer Service Team of the Year
Professional of the Year: Agent
Barclays Wealth - Derek Mackie
Barclays Wealth - Lisa Stevens
Charity Commission - Colin Laugeard
DWP Future Pensions Division - Matthew Cummings
HM Revenue & Customs - John Sample
Orange Service UK - Alastair Baldwin
Pearson VUE - Richard Higham
Prudential Annuities Contact Centre - Angela Bell
Prudential Annuities Contact Centre - Kerry Hay
Prudential Annuities Contact Centre - Shona Cattigan
Prudential Plc - Julie Ritchie
Siemens - Annette Linton
Siemens IT Solutions & Services Ltd - David Thompson
Tesco Customer Service Centre – Tracey Tole
Thomas Cook Sales Centre - Darron Walton
Professional of the Year: Team Leader
Bord Gáis Networks in partnership with FEXCO – Rachael Coffey
British Gas, Homecare Retention Team – Amanda McGarry
Capita Business Services Ltd – Adam Beevor
Capita Life & Pensions – Wendy Crawford
Capita Life & Pensions, Glasgow – Anton McCabe
DWP Jobcentre Plus, Middlesbrough – John Douglas
DWP Pension Centre, Leicester – Graham Bee
FEXCO Bord Gáis Energy Contact Centre – Linda Twomey
HEROtsc – Michelle Stewart
Orange Service – Rick Stewart
Prudential Annuities Contact Centre – Debbie Brown
Prudential Intermediaries – Louise Thomson
Shop Direct Group – Daniel Woods
Tesco Customer Service Centres – Jill Aitchison
Professional of the Year: Manager
Sponsored by Plantronics
British Gas, Homecare Retention Team – Colin Robb
Capita Life & Pensions, AXA Account – Paul Hamilton
Clydesdale & Yorkshire Banks – Nancy Spreckley
DWP Jobcentre Plus – Karen Lee
DWP MOPR (Future Pension Division) – Karen Robson
DWP National Pension Centre – Yvonne Burgess
Lloyds TSB, Sunderland – Debbie Hailstone
NIE Energy Ltd – Kieragh Nelson
Orange Service – Lesleyanne Maughan
Sykes Global Services – Fiona Hutchison
Telefónica O2 UK Ltd – Neil Taylor
Vertex – Kathleen Lohse
Professional of the Year: Director
Sponsored by Volt Delta
HMRC Contact Centres – Linda Maslen
Tesco Customer Service Centres – Ian Naylor
Telefónica O2 UK Ltd – Julie Collins
Young Customer Service Professional of the Year
Capita, Craigforth, AXA Account – Stephanie Morgan
Capita Life & Pensions – Gregory Vaughan
Capita Business Services Ltd – Keri Paradise
DWP MOPR (Future Pensions Division) – Katie White
DWP Future Pension Centre – Michael Parker
HEROtsc – Caroline Black
NIE Energy Ltd – Peter Erwin
Siemens – Jay Jepson
Tesco Customer Service Centres – Sam Phin
Professional of the Year 2010
Shortlisted entrants will be announced on the evening of 16 November 2010 from the winners of the following categories:
Professional of the Year: Agent
Professional of the Year: Team Leader
Professional of the Year: Manager
Professional of the Year: Director
Young Customer Service Professional of the Year
Lifetime Achievement Award
Capita Business Services Ltd – Kath Fielding
Teleperformance – Jeff Smith
Best Outsourcing Partnerships
Abtran & BetEire Flow
American Express & iResponse Centres Ltd
Bord Gáis Networks in partnership with FEXCO
bss and Department of Health
Careline & Unilever Partnership
Cisco & gem
FEXCO in partnership with Bord Gáis Energy
Percepta UK Ltd & Jaguar Land Rover
RSPB & PROLOG
Teleperformance & Sainsburys
Teleperformance Portugal and Bausch & Lomb UK Ltd
Ventura & Child Maintenance Options
Best Technology Partnership
TBA
Best Innovation with Customer Service Technology
24/7 Customer Inc
British Gas Homecare Retention Department
Capita Life & Pensions, Craigforth
DWP Swansea Pension Centre – Pension, Disability & Carers Service
Intelenet UK Services
Orange Service UK
Innovation in Customer-Led Efficiencies
Abtran
Bord Gáis Energy
Liverpool Direct Ltd
Shop Direct Group
Siemens IT Solutions & Services
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