Awards & Recognition

CCA Excellence Awards

Our peer review process relies on an independent panel of judges - industry practitioners, managers, leaders and business specialists - to undertake the challenging role of assessing all applications.

Our awards are created by the industry, for the industry, and use a carefully structured and non-judgmental scoring framework.

2019 Winners Announced!

Well done to all the winners & everyone who entered!


Director of the Year

Alison Varney - Sky

Ian Craig - Nationwide

Sponsored by

Member of the Year

Kelly Welsh - Scottish Widows

Ross Oldroyd - The Co-operative Bank

Pat Horgan - ESB Networks

Paul Twine

CCA Global Standard© Achievement Award Individual of the Year 2019

Bronze Award
Lorraine Gay - Thurrock Council

Silver Award
Natasha Jackson - Coventry Building Society

Gold Award
Marc Richards - DVLA

Team of the Year BPO and Outsourcing

Fexco MBSO Software and Digital Creations


Team of the Year Financial Services

Coventry Building Society – CFC - Scanning

Nationwide Building Society – Change & Insight Team

Team of the Year Public Sector


Team of the Year Telco, Utilities, Retail and Leisure

CalMac Ferries Ltd


Overall Team of the Year

Coventry Building Society – CFC - Scanning

Rising Star

Lauren Butler, Barclays Wealth Management Client Services

Kieran Mcloughlin - Sainsbury's Argos

Team Leader of the Year

Michelle Davies-Clarke - Legal and General

Runner Up
Steven Algie - Lloyds Banking Group

Manager of the Year

Richard Haynes - Nationwide Building Society

Mark Coy - Serco

Innovation in Leadership

Sally McEvoy - The Co-operative Bank

Margaret Mullins -Coventry Building Society

Best CX Transformation Inhouse Technology Solution

Concentrix Solv™

Coventry Building Society – Customer Service

Best CX Through Technology Partnership

Sainsbury’s Argos and Verint Transversal

Vodafone UK, Digital Engagement Product Team

Sponsored by

Excellence in BPO Collaboration

Webhelp and Sky

Webhelp and Shop Direct

Excellence in Skills Learning & Development

Team Knowhow

Firstsource Academy UK

Sponsored by

Excellence in Social Responsibility & Awareness

Coventry Building Society – Customer Service

Most Effective Vulnerability Strategy

Standard Life Assurance, part of Phoenix Group

Liberata UK Ltd

Most Effective Use of Social Media

Vodafone UK, Social Media Team

Innovation in Customer Service

Voice ID - Lloyds Banking Group

Vodafone UK, Customer Experience

Sponsored by

CX Brand of the Year

Bronze Award

Silver Award
Camelot UK Lotteries Ltd

Gold Award
Sainsbury’s Argos Tu Clothing

Contact Centres Great Places to Work

Bronze Award
Student Loans Company

Silver Award
Capita M&S Partnership

Gold Award
Standard Life Assurance, part of Phoenix Group

Sponsored by

2019 Excellence Awards Sponsors

Poly Overall Gala Dinner Sponsor

Plantronics, Inc. (“Poly”) (NYSE: PLT) is a global communications company that powers meaningful human connection and collaboration. Poly combines legendary audio expertise and powerful video and conferencing capabilities to overcome the distractions, complexity and distance that make communication in and out of the workplace challenging. Poly believes in solutions that make life easier when they work together and with our partners’ services. Our headsets, software, desk phones, audio and video conferencing, analytics and services are used worldwide and are a leading choice for every kind of workspace. For more information visit

HRC Recruitment Director of the Year category sponsor

Since HRC Recruitment began our recruitment endeavours back in 1995, we have been delivering a highly professional standard of service to the call and contact centre industry and, indeed, all other markets we engage with. From our Glasgow, Edinburgh and Dundee offices, we offer a comprehensive range of recruitment services, from high volume recruitment campaigns to specialist senior appointments.

We are still growing and evolving, which is a really exciting statement to make. We are one of Scotland’s most highly respected independent recruitment businesses; establishing long-lasting relationships with our clients and candidates alike.

We are extremely proud to be sponsoring the CCA Conference and Awards and to celebrate the many successful businesses who are operating at the top of their game. Scotland’s call and contact centre industry is going from strength to strength, and that is exciting for us in the recruitment sector to be part of.

Concentrix Excellence in Skills, Learning & Development category sponsor

Concentrix is a technology-enabled global business services company specialising in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.

Twilio Contact Centres - Great Places to Work category sponsor

More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualising the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organisations — to reinvent how companies engage with their customers.

TTEC Best CX Transformation through Technology Partnership category sponsor

TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global customer experience services company focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most iconic and disruptive brands. The Company delivers outcome-based contact centre outsourcing solutions through TTEC Engage which operates and manages frontline and back-office business processes that support customer acquisition, care, growth and trust and safety - available onshore, nearshore and offshore. Additionally, TTEC Digital, the company’s digital consultancy, designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients. Founded in 1982, the Company's 49,700 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

Five9 Innovation in Customer Service category sponsor

Five9 is a leading provider of cloud contact centre software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalised customer experiences. For more information visit

Thinking about entering in 2020?

Events and Membership Services
t: 0141 564 9010

Hear from one of our judges why you should enter!


How much does it cost to enter the awards programme?

• Platinum Members £0 for up to 2 entries - £150 per additional Award entry. • Members £300 for up to 2 entries - £150 per additional entry. • Non Members £500 for up to 2 entries - £250 per additional entry

Do I need to pay for entries before the deadline date?

Once all applications have been received an invoice will be issued. Payments can be made via credit card, cheque or BACS transfer. You can contact our Finance Team for more information. All entries must be paid for, even if you are not successful in reaching the shortlist.

What is the deadline for entering the awards?

The deadline for entries is 14 June 2019.

Can I amend my entry after I have submitted it online?

Yes, as long as all amendments are made prior to the published entry deadline. To amend your entry, simply upload your amended document onto the online submission website and send an email to the Awards Manager to advise of this amendment, indicating what entry should be discounted from judging i.e. category and date submitted.

Who is the judging panel?

The judging panel is made up of an independent group of professionals from all sectors. All judges must have at least three years experience in customer service and demonstrate a sound knowledge of operational processes with multichannel experience. You can view our Judging Panel on the next page.

How is my submission judged?

Each individual submission is scored independently by three members of our judging panel. These scores are combined to provide a total score. The shortlist will include companies/individuals that reach the minimum benchmarking score for the category entered. Feedback on written submissions is provided to entrants at the time of being notified whether or not they have been successful in reaching the shortlist. Shortlisted entrants will then participate in a verification call with a member of the Excellence Awards Committee. This provides a final score which is added to the scores allocated at the written submission stage.

Can I request an extension for my submission beyond the published deadline date?

No. To make the process as fair as possible we require all submissions to be entered by the agreed submission date.

What happens if I exceed the overall stated wordcount?

The online entry system will calculate your overall word count, automatically applying a discretionary 10% allowance. If you exceed this total word count allowance a message will appear on screen highlighting this to you. You should adjust your entry accordingly or risk your score being penalised by judges.

What format should I submit my entry in?

Prepare your entry in a word doc first of all. Award entries should then be submitted using the online entry form.

Can I provide supporting documents and useimages/pictures in my submission?

Entrants are able to upload images, tables and graphs to support their entries. These should be a maximum of 10mb per file and is limited to a maximum of 5 files per submission. This should not be used for customer/colleague testimonials or additional supporting documents, which will be included in the overall submission word count. Where possible, include all text in the online entry form. Video/media files cannot be submitted. Acceptable appendices include: photos, links to videos, data tables; graphs. Unacceptable appendices include: quotes/accolates; additional text.

When will the shortlist be announced?

The shortlist will be announced week commencing 23 August 2019.

What happens if I reach the shortlist?

All shortlisted entrants will be required to participate in a verification call with a member of the Excellence Awards Committee throughout September/ October. This provides Committee Members with the opportunity to question entrants further on their submission and offers entrants the opportunity to provide additional information in sections that may have scored lower as identified by judges in the written submission stage. CCA or your appointed Judging Panel Member will be in touch to arrange a suitable time and date for this call.

If I am shortlisted, how many people can participate in the verification call?

It is preferable that a maximum of 2 participants per shortlisted entry contributes to the call. Where two organisations have submitted a joint application, there may be a representative from each organisation. For individual categories nominees may have their nominator/line manager present on the call to support them during the verification call. However, the call must be carried out by the nominee and the Judging Panel Member will decide if input from the nominator will be contributed to the final score.

What happens after the verification call?

No further input is required from entrants after this stage. Committee Members will allocate a final score, based on the verification call, which will be added to the 3 scores already allocated by judging panel members at the written submission stage. Winners will be those with the highest score in each category. Winners will then be announced at the Awards Ceremony.

When will the winners be announced?

Winners will be announced at the CCA Excellence Awards Gala Dinner in Glasgow on 13 November 2019.

What happens if I am shortlisted but unable to attend the Awards Ceremony?

Shortlisted entrants who are unable to attend the Awards Ceremony can either nominate a representative to accept the award on their behalf or ask a member of the Awards Team to collect this on the night and arrange for this to be forwarded on to you, after the event.

How do I book individual tickets/a table at the Awards Ceremony?

Gala Dinner & Awards Ceremony tickets can be booked by emailing

What is the dress code for Gala Dinner?

The dress code is black tie