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.

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SHORTLIST SPONSORS CATEGORIES PREVIOUS WINNERS JUDGES COMMITTEE GALA DINNER BOOK NOW

The Shortlist

Congratulations to everyone shortlisted for CCA Excellence Awards 2018

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. Being shortlisted is a huge achievement so well done to all those who have committed to excellence in customer service and CX.

BEST CX TRANSFORMATION - INHOUSE TECHNOLOGY SOLUTION
Fexco
Lloyds Banking Group
Plantronics
BEST CX TRANSFORMATION THROUGH TECHNOLOGY PARTNERSHIP
Capgemini Business Services and Transversal
Nationwide Building Society - IVR Project Team
Vizolution in partnership with O2
CONTACT CENTRES – GREAT PLACES TO WORK
Capita M&S Partnership
Coventry Building Society
Plantronics
Scottish Widows
Sky UK - Uddingston Contact Centre
Standard Life
Teleperformance Portugal
Tesco Bank
Vodafone UK
CUSTOMER EXPERIENCE BRAND OF THE YEAR
Barclays UK
Camelot Lotteries Ltd
Capita 02 Partnership
Coventry Building Society
HGS
Legal & General
SGN
EXCELLENCE IN BUSINESS PROCESS OUTSOURCING COLLABORATION
Capita Customer Solutions & Vodafone
Webhelp & Sky
Webhelp & Unilever
Webhelp & Vodafone
EXCELLENCE IN SKILLS, LEARNING & DEVELOPMENT
Arise Virtual Solutions
The Co-operative Bank
Coventry Building Society
Legal & General
Pearson VUE
Standard Life
Team Knowhow
Tesco Bank
Vodafone UK
Yorkshire Building Society
EXCELLENCE IN SOCIAL RESPONSIBILITY AND AWARENESS
Convergys
The Co-operative Bank
Coventry Building Society
Gas Networks Ireland
HomeServe
Pearson VUE
Skipton Building Society
Tesco Bank
Yorkshire Building Society
INNOVATION IN CUSTOMER SERVICE - Sponsored by TTEC
AXA Insurance
The Co-operative Bank
Coventry Building Society
Nationwide Building Society
Sky UK - Improvement Team
Sky UK - Messaging Team
SSE Airtricity
Student Loans Company
Tesco Bank
Vodafone UK
MANAGER OF THE YEAR
Paula Kennedy, Convergys
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 UK
Rob Hewitt, Telefonica O2
MOST EFFECTIVE USE OF SOCIAL MEDIA
The Co-operative Bank
NHS 24
RBS
Sainsbury's Argos
Scottish and Southern Electricity Networks
Student Loans Company
RISING STAR AWARD - Sponsored by HRC Recruitment
Philip Murray, Barclays Bank
Michelle Miller, Capita Customer Management
Donna Dampier, Convergys
LeAnne Adams, Coventry Building Society
Emily Been, Coventry Building Society
James Hole, DVLA
Joanna Rees, DVLA
Mhairi McKay, HM Revenue & Customs
Muneba Ali, National Grid Metering
Megan Robson, Nationwide Building Society
James Blaker, NHS Business Services Authority
Ross Haggith, Telefonica
TEAM LEADER OF THE YEAR
Rachael Smith, Barclays
Abbie Wales, Barclays
Remi Jeffers, The Co-operative Bank
Dale Flear, DVLA
Martin Stevenson, HM Revenue & Customs
Stacey Hannon, HomeServe
TEAM OF THE YEAR - BPO & OUTSOURCING
Capita 02 Partnership
Capita M&S Furniture Team
Convergys CEU (Client Partnership Team)
CPM & Agilent
Webhelp - Boots Facilities Management
Webhelp & Sky
TEAM OF THE YEAR - FINANCIAL SERVICES
Barclays
Barclays - Private Client Leadership Team
Barclays - Quality & Insight Team
The Co-operative Bank - Customer Contact Services
Coventry Building Society - Transformation & Continuous Improvement Team
Legal & General - CPS Contact
Nationwide Building Society – Specialist Customer Support
Standard Life
TEAM OF THE YEAR - PUBLIC SECTOR
HM Revenue & Customs - Debt Resolution Team, Glasgow
HM Revenue & Customs - Red Channel Insolvency Analytics Team
HM Revenue & Customs - Debt Management Business Operations Centre
HM Revenue & Customs - Needs Enhanced Support Team
HM Revenue & Customs - Complaints Team
HM Revenue & Customs - OE/PT Referrals Reduction Project Team Black
Police Scotland - Team Champions, C3 Division
Student Loans Company - Quality & Service Improvement Dept
TEAM OF THE YEAR - TELCO, UTILITIES, RETAIL & LEISURE
HomeServe - Outbound Team
Sky UK - Customer & Colleague Planning Team
Sky UK - Compliance Team
Sky UK - BB Support Team
Sky UK - Newcastle Sell Contact Centre
Vodafone UK - Estate Transformation Team

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

03 Sep 2018

Excellence Awards Shortlist announced

Sep-Oct

Final stage verification calls carried out

15 Nov 2018

Gala Dinner and Excellence Awards Ceremony takes place at the Hilton Glasgow

The Categories
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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

Gala Dinner

CCA Excellence Awards will be hosted at the CCA Gala Dinner in Glasgow on 15 November 2018.

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

Gala Dinner is open to all Convention delegates and shortlisted award entrants. If you'd like to book your place at the CCA Gala Dinner & Excellence Awards Ceremony, please book now.

Book Now

IC/Accredited Member Non-member Supplier
2 Day pass £699 +VAT £749 +VAT £999 +VAT £1495 +VAT
Gala Dinner - Individual * £229 +VAT £229 +VAT £329 +VAT £499 +VAT
Corporate Table for 10 ** £2295 +VAT £2295 +VAT £3995 +VAT £4995 +VAT
* Can only be sold with an accompanying 2 day delegate pass for CCA Annual Convention
** A corporate table seating 10 people can only be secured for the gala dinner by booking 2 x 2 day delegate passes for CCA Annual Convention

Registration Form


Excellence Awards 2017 Winners Gallery


Venue

The gala dinner will held at the Hilton Hotel - Glasgow.