CCA Excellence Awards 2018

CCA Excellence Awards set the benchmark for customer service excellence. This can be presented in many forms from large PLC's to small local authorities. All submissions are judged on individual merits and often the flexibility and agility in approach can offer the most innovate ideas for transformation.

Headline Sponsor

2018 WINNERS 2018 SPONSORS 2018 CATEGORIES PREVIOUS WINNERS JUDGES COMMITTEE

The Winners

Congratulations to our winners & all those who were shortlisted

This awards programme sets the benchmark for service. As the only peer-judged awards programme, it is the most prestigious awards ceremony in the customer service and contact centre profession. The coveted awards highlight the achievements of individuals and companies throughout the industry, and bring together peers in mutual celebration.

Winning can positively impact reputation and morale across the team and wider organisation - that's why CCA Excellence Awards is the No. 1 aspirational programme for many organisations.

DIRECTOR OF THE YEAR AWARD
The Winner is:
Jo Mayer – The Co-operative Bank
CUSTOMER EXPERIENCE BRAND OF THE YEAR
The Winner is:
BARCLAYS UK
Shortlisted:
Barclays UK
Camelot Lotteries Ltd
Capita O2 Partnership
Coventry Building Society
HGS
Legal & General Retirements
SGN
CONTACT CENTRES - GREAT PLACES TO WORK
The Winner is:
Coventry Building Society
Highly Commended:
Plantronics
Shortlisted:
Capita M&S Partnership
Coventry Building Society
Plantronics
Scottish Widows
Sky - Uddingston Contact Centre
Standard Life
Teleperformance Portugal
Tesco Bank
Vodafone UK
EXCELLENCE IN SOCIAL RESPONSIBILITY AND AWARENESS
The Winner is:
The Co-operative Bank
Highly Commended:
Yorkshire Building Society
Shortlisted:
Concentrix
Coventry Building Society
Gas Networks Ireland
HomeServe
Pearson Vue
Skipton Building Society
Tesco Bank
The Co-operative Bank
Yorkshire Building Society
EXCELLENCE IN SKILLS, LEARNING AND DEVELOPMENT
The Winner is:
Standard Life
Shortlisted:
Arise Virtual Solutions
Coventry Building Society
Legal & General Retirements
Pearson Vue
Standard Life
Team KNOWHOW
Tesco Bank
The Co-operative Bank
Vodafone UK
Yorkshire Building Society
TEAM OF THE YEAR - BPO & OUTSOURCING
The Winner is:
Capita O2 Partnership
Shortlisted:
Capita O2 Partnership
Capita M&S Partnership
Concentrix Client Partnership Team
CPM and Agilent
Webhelp and Boots Facilities Management
Webhelp and Sky
TEAM OF THE YEAR FINANCIAL SERVICES
The Winner is:
Barclays Performance Optimisation Team
Shortlisted:
Barclays Business Implementation Team, Virtual Channels
Barclays Private Client Leadership Team
Barclays Performance Optimisation Team
Coventry Building Society Transformation & Continuous Improvement Team
Legal & General Retirements CPS Contact
Nationwide Building Society Specialist Customer Support
Standard Life
The Co-operative Bank
TEAM OF THE YEAR PUBLIC SECTOR
The Winner is:
HMRC - Needs Enhanced Support Team
Shortlisted:
HMRC - Debt resolution team Glasgow
HMRC - Red Channel Insolvency Analytics Team
HMRC - Debt Management Business Operations Centre
HMRC - Needs Enhanced Support Team
HMRC - Complaints Team
HMRC - Operational Excellence Personal Tax Referrals Reduction Team
Police Scotland - Team Champions C3 Division
Student Loans Company - Quality and Service Improvement Department
TEAM OF THE YEAR TELCO, UTILITIES, RETAIL AND LEISURE
The Winner is:
Sky UK- Sell Sky Newcastle
Shortlisted:
HomeServe - Outbound Team
Sky UK - Sales planning team
Sky UK - Operational Compliance Team
Sky UK - Broadband Assurance Team
Sky UK - Sell Sky Newcastle
Vodafone UK - Estate Transformation Team
BEST CX TRANSFORMATION - INHOUSE TECHNOLOGY SOLUTION
The Winner is:
Fexco
Shortlisted:
Fexco
Lloyds Banking Group
Plantronics
BEST CX TRANSFORMATION THROUGH TECHNOLOGY PARTNERSHIP
The Winner is:
Vizolution and O2
Shortlisted:
Capgemini and Transversal
Nationwide Building Society
Vizolution and O2
EXCELLENCE IN BUSINESS PROCESS OUTSOURCING COLLABORATION
The Winner is:
Webhelp and Vodafone
Shortlisted:
Capita Customer Solutions and Vodafone
Webhelp and Sky
Webhelp and Unilever
Webhelp and Vodafone
INNOVATION IN CUSTOMER SERVICE - Sponsored by TTEC
The Winner is:
Sky UK Messaging Team
Highly Commended:
The Co-operative Bank
award sponsored by
Shortlisted:
AXA Insurance
Coventry Building Society
Nationwide Building Society
Sky UK Improvement Chain
Sky UK Messaging Team
SSE Airtricity
Student Loans Company
Tesco Bank
The Co-operative Bank
Vodafone UK
MOST EFFECTIVE USE OF SOCIAL MEDIA
The Winner is:
NHS 24
Shortlisted:
NHS 24
RBS
Sainsbury's Argos
Scottish and Southern Electricity
Student Loans Company
The Co-operative Bank
MANAGER OF THE YEAR
The Winner is:
Tracey Yates - Nationwide Building Society
Highly Commended:
John Rankin - Sky
Shortlisted:
Paula Kennedy Garcia - Concentrix
Martin Coleman - Coventry Building Society
Barrie James - DVLA
Barbara Graham - HM Revenue & Customs
Alison Hanson - Homeserve
Tracey Yates - Nationwide Building Society
Anna Dobson - NHS Business Services Authority
Hollie Edminson - NHS Business Services Authority
Derek Eadie - Scottish Widows
John Rankin - Sky
Rob Hewitt - Telefonica O2
SPECIAL JUDGES AWARD
The Winner is:
Derek Eadie – Scottish Widows
TEAM LEADER OF THE YEAR
The Winner is:
Remi Jeffers - The Co-operative Bank
Highly Commended:
Stacey Hannon - HomeServe
Shortlisted:
Rachael Smith - Barclays Premier UK
Abbie Wales - Barclays
Dale Flear - DVLA Contact Centre
Martin Stevenson - HM Revenue & Customs
Stacey Hannon - HomeServe
Remi Jeffers - The Co-operative Bank
RISING STAR AWARD - SPONSORED BY HRC RECRUITMENT
The Winner is:
Michelle Miller - Capita M&S Partnership
Highly Commended:
Megan Robson - Nationwide Building Society
award sponsored by
Shortlisted:
Philip Murray - Barclays UK
Michelle Miller - Capita M&S Partnership
Donna Dampier - Concentrix
LeAnne Adams - Coventry Building Society
Emily Been - Coventry Building Society
James Hole - DVLA Contact Centre
Joanna Rees - DVLA Contact Centre
Mhairi McKay - HM Revenue and Customs
Muneba Ali - National Grid Metering
Megan Robson - Nationwide Building Society
James Blaker - NHS Business Services Authority
Ross Haggith - Telefonica
OVERALL TEAM OF THE YEAR
The Winner is:
Barclays Performance Optimisation Team
This award is shortlisted from the winners of Team of the Year:
TOTY BPO & Outsourcing - Capita O2 Partnership
TOTY Financial Services - Barclays Performance Optimisation Team
TOTY Public Sector - HMRC Needs Enhanced Support Team
TOTY Telco, Utilities, Retail & Leisure - Sky UK Sell Sky Newcastle
INSPIRING LEADERSHIP AWARD
The Winner is:
Paula Kennedy, Concentrix
CCA GLOBAL STANDARD ACHIEVEMENT AWARDS
GOLD AWARD
The Winners are:
Capita BBC Audience Services
Cigna Healthcare
SILVER AWARD
The Winners are:
Fexco Management Business Solutions & Outsourcing
Capita Customer Solutions
Student Loans Company
Pearson VUE
DVLA Contact Centre
Atos NS&I Partnership
Financial Conduct Authority Customer Contact Centre
BRONZE AWARD
The Winners are:
DVSA Customer Service Centre
Team Knowhow
NHS 24
Jigsaw Homes Group Limited
Plantronics Customer Care
Capita Government Services – The Pensions Regulator Contract
PROFESSIONAL OF THE YEAR
GOLD AWARD
The Winner is:
Nadine Byrne - Coventry Building Society
SILVER AWARD
The Winner is:
Scott Walsh - Financial Conduct Authority
BRONZE AWARD
The Winner is:
Barry McAuliffe - Capita Customer Solutions
MEMBER OF THE YEAR AWARDS
The Winners are:
Mary O'Sullivan - Fexco Managed Business Solutions & Outsourcing
Kenny Prest - National Savings and Investments
Linda Spence - SGN
Chrisanna Martin - Tesco Bank

2018 Sponsors

Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect with their customers in a whole new way. The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. The company is ranked #1 on Fortune’s World's Best Workplaces list, and Forbes has ranked the company one of the world's most innovative companies for seven years in a row. For information, please visitwww.salesforce.com.

HRC Recruitment is a multi-disciplined recruitment services provider with offices in Glasgow, Edinburgh and Dundee. Founded in 1995, the teams offer expert advice on everything from entry level roles to executive search appointments for temporary, permanent and contract work across a range of sectors.

One of Scotland’s fastest-paced markets is the Call & Contact Centre industry, with many international companies choosing Glasgow, in particular, as their UK base. This has seen a massive increase in the recruitment services required in order to keep up with the growing demand. Our specialist recruitment team can do just that.

The team offer a fully comprehensive and security-compliant service and are embedded in the market within which they recruit. Our clients absolutely benefit from their swift and knowledgeable offering when it comes to understanding the Call Centre Services recruitment process. Our dedicated consultants recruit from entry level volume campaigns through to senior operational appointments.

For more information, please visit: https://hrcrecruitment.co.uk/  

ABOUT TTEC (pronounced T-tec):

TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates omnichannel customer experiences on behalf of leading brands across the world. The Company provides outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that creates human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery centre of excellence, that operates customer acquisition, care, growth and digital trust and safety services. Founded in 1982, The Company's 49,500 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visit www.ttec.com/emea.

Plantronics offer end-to-end services that help contact centres. We’re more than just hardware. What’s special is our expertise. We help deploy, manage and support your headset investment. Our services include site inspections and audits to ensure the right device. And after deployment, we offer training, reviews and 24/7 support. Making sure you’ve got what you need.

Our headsets are used in contact centres all across the world. They’ve even featured in numerous films and high profile events, including the historic “One small step for man” transmission from the moon in 1969.

For more information, please visit http://www.plantronics.com/uk/

Key Dates

Award Workshops

Feb 19 & Mar 19 – Dates TBC

2018 Categories
Click to view details

Customer Experience Brand of the Year
Innovation in Customer Service
Contact Centres: Great places to work
Most Effective Multi Channel Strategy
Most Effective Use of Social Media
Excellence in Social Responsibility and Awareness
Excellence in Skills, Learning and Development
Excellence in Business Process Outsourcing Collaboration
Best CX Transformation Technology Partnership
Best CX Transformation – Inhouse Technology Solution
Rising Star Award Sponsored by HRC Recruitment
Team Leader of the Year
Manager of the Year
Team of the Year

Meet The Judges

Katie Downs

Deputy Director of Omni Channels
Barclays Retail

Mark Wheatley

Transformation Manager
Camelot

Sally McEvoy

Operational Leader
Co-op Bank

David Holmes

Head of Sales Operations
Sky

Nicola Sinclair

Head of Complaints & Accessibility Operations
Telefonica

Sam Smith

Head of Audience Services & Operations
BBC

Joanne Mayer

Head of Contact Centres
Co-operative Bank

Carole Campbell

Corporate Contact Centre Manager
RAC

James Leech

Head of Digital, Technology & Change
Sainsbury's Argos

Chris Stroud

Director of Customer Management
Sainsbury's Argos

Stuart Balnaves

Head of Contact Centres
UCAS

Jason Roberts

Head of Knowhow Customer Contact Centre
Dixons KNOWHOW

Catherine Lennon

Vendor Administration Manager
Irish Water

Maureen McIntosh

Head of Customer Experience
SGN

Christine Nunn

Head of Service Improvement
Student Loans

Alison Hilton

PT Operations Deputy Director
HMRC

Katie Law

Head of Operations
Assurant

Andrew Stonier

Director of UK Operations
Assurant

Joanne Murphy

Chief Operating Officer
Chartered Banker

Alison Hanson

Director of Contact Centre Strategy
Homeserve

Faisal Izzat

Training, Development & Recruitment Manager
NHS BSA

Claire Davey

Director, Direct Distribution
Skipton Building Society

Tony Murphy

Operations Manager, Customer Care
Tesco Bank

Victoria Hamilton

Contact Centre Director
HSBC

Debbie Rankin

Senior Department Manager
HSBC

Jacqui Fraser

Head of Client Experience
Barclays Wealth

Lindsay Johnson

Service Delivery Manager
RBS

Awards Committee

Marie Waterson

Contact Centre Specialist
NHS 24

Alastair McMillan

Operational Business Readiness – Digital & Connected
RAC

Gareth Turpin

General Manager, Customer & Commercial
Telefonica

Paula Kennedy

Vice President, Global Account Management
Convergys

Andy Mends

Director of Operations
GAVI Alliance

Rich Alvis

Director of Customer Service and Quality
HarperCollins

Excellence Awards 2017 Winners Gallery