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.

Key Dates

Keep an eye out for some of these Key Dates on the road to achieving excellence.

21 June 2019

Closing date for award entries

w/c 2nd September 2019

Short list announced

13 November 2019

CCA Gala Dinner & Excellence Awards Ceremony

Hear from one of our judges why you should enter!


The Categories
Click to view details

Industry leading organisations make long-term commitments to enhancing their customer experience by adopting the CCA Global Standard© as part of their strategy for continuous improvement and development.

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

Director of the Year Award

The Director of the Year Award is a celebration of business leadership and personal achievement. Each year the CCA Executive Team recognises the talents and skills of a leader who inspires and leads through their passion for achieving excellence.

The winner will be announced at the CCA Excellence Awards Gala Dinner.

Member of the Year Awards

The CCA Executive Team has the opportunity to recognise the personal contributions of individual members who readily support CCA initiatives, encourage other members and champion customer service excellence across the CCA network.

Winners will be announced at the CCA Excellence Awards Gala Dinner.

For more information contact us.

2019 Awards Shortlist

CCA is delighted to unveil the companies and individuals who have been shortlisted in the prestigious CCA Excellence Awards 2019 programme.

Winners will be presented with their awards at a glittering evening of celebration and recognition of customer service excellence on 13th November at the five-star Hilton Hotel in Glasgow.

BEST CX TRANSFORMATION - INHOUSE TECHNOLOGY SOLUTION

Concentrix
Coventry Building Society
Scottish Widows
Vizolution & HSBC

BEST CX TRANSFORMATION THROUGH TECHNOLOGY PARTNERSHIP
Sponsored by TTEC

The City of Edinburgh Council 
Sainsbury’s Argos - Verint Transversal
Vizolution & RBS
Vodafone UK – Nuance Project Team
Vodafone UK – TechSee Project Team

CONTACT CENTRES – GREAT PLACES TO WORK
Sponsored by Twilio

Capita M&S
The Co-operative Bank
Coventry Building Society
Legal & General
NHS Business Services Authority
Standard Life Assurance Ltd 
Scottish Widows
Student Loans Company
Teleperformance Portugal
Vodafone UK
Webhelp

CUSTOMER EXPERIENCE BRAND OF THE YEAR

Camelot UK Lotteries Ltd
JobAdder
Sainsbury’s Argos
TTEC
Vodafone UK

EXCELLENCE IN BUSINESS PROCESS OUTSOURCING COLLABORATION

Capita Customer Solutions – Bord Gais Energy Team 
Capita – The Pensions Regulator
Firstsource
Liberata UK Ltd
Lloyds Banking Group – Connect
Nationwide Building Society – TSYS Managed Services
Webhelp – Shop Direct
Webhelp – Sky

EXCELLENCE IN SKILLS, LEARNING & DEVELOPMENT

Camelot UK Lotteries Ltd 
Capita M&S 
Firstsource Solutions Ltd – Firstsource Academy 
Nationwide Building Society - Stand-Out Development Leadership Programme 
NHS Business Services Authority
Scottish Widows – Retirements Department
Team Knowhow, Dixons Carphone - Specialist Support Apprentice to Expert Programme

EXCELLENCE IN SOCIAL RESPONSIBILITY AND AWARENESS

The Co-operative Bank
Coventry Building Society
HMRC North East England 

INNOVATION IN CUSTOMER SERVICE
Sponsored by Concentrix

Atos
Equiniti
The Co-operative Bank
The Co-operative Bank – Customer Experience Team
Lloyds Banking Group – Voice ID
Nationwide Building Society
Vodafone UK  - Pega Project Team

INNOVATION IN LEADERSHIP

Craig Lynn – Capita
Sally McEvoy – The Co-operative Bank
Margaret Mullins – Coventry Building Society
Jo Shearer – Nationwide Building Society 
Iain Banks – TTEC 

MANAGER OF THE YEAR

Zita Rushford – HGS
Jim McCooe – Lloyds Banking Group 
Richard Haynes – Nationwide Building Society 
Laura Marsden – Nationwide Building Society
Mark Coy – Serco 

MOST EFFECTIVE USE OF SOCIAL MEDIA

Dell Technologies
Vodafone UK – VOXI Team

MOST EFFECTIVE VULNERABILITY STRATEGY

Irish Water
Liberata UK Ltd
Standard Life
Yorkshire Building Society 

RISING STAR AWARD

Lauren Butler – Barclays Wealth Management - WMCS Colleague & Client Engagment
Chris Spencer - Capita The Pensions Regulator
Josh Brier – The Co-operative Bank 
Jordan Eaves - Legal & General
Adam Button - Nationwide Building Society
Kieran Mcloughlin – Sainsbury’s Argos
Jonny Morris - Skipton Building Society

TEAM LEADER OF THE YEAR

Rachel Slater – The Co-operative Bank
Michelle Davies Clarke – Legal & General
Steven Algie – Lloyds Banking Group
Nick Smith – Nationwide Building Society
Monika Wood – Scottish Widows 

TEAM OF THE YEAR - PUBLIC SECTOR

The City of Edinburgh Council
DVLA

TEAM OF THE YEAR -TELCO, UTILITIES, RETAIL AND LEISURE

CalMac Ferries
Sky – Athena 
Team Knowhow/Dixons Carphone
Vodafone UK – Business Care Ops Readiness
Vodafone UK – Relentless Fix Team

TEAM OF THE YEAR - BPO & OUTSOURCING

Atos – Claims Team 
Capita Customer Solutions – VHI Team
Capita (Three UK) – The Social Media Team
Fexco – MBSO Software and Digital Creations Team
TTEC 
HGS – Complaints Team
Webhelp and Shop Direct – Complaints Team

DIRECTOR OF THE YEAR: TBA
Sponsored by HRC Recruitment

TEAM OF THE YEAR - FINANCIAL SERVICES

Barclays Wealth Management - WMCS
The Co-operative Bank - Mobile Migration Taskforce
Coventry Building Society - CFC and Scanning Operations
Lloyds Banking Group - Moments of Truth Team
Nationwide Building Society - MC&S Change & Insight Team
Nationwide Building Society - MC&S Culture & Environment Team
Scottish Widows - Scottish Widows Protect
Skipton Building Society - Digital Customer Service Team
 

GALA DINNER & AWARDS CEREMONY

Rates for excellence awards & gala dinner

No requirements to hold convention passes

Individual seat Table of 10
Member £250 ex VAT £2995 ex VAT
Non-member £350 ex VAT £3995 ex VAT
Supplier £450 ex VAT £4995 ex VAT

Tickets will sell out due to phenomenal demand.

Please contact Sophie Connors to book your place.

Lindsay Johnson

Service Delivery Manager
RBS

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

FREQUENTLY ASKED QUESTIONS

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 sophie.connors@cca-global.com

What is the dress code for Gala Dinner?

The dress code is black tie

We are here to help

Sophie Connors
Events and Membership Services
e: sophie.connors@cca-global.com
t: 0141 564 9010
m: 07712523404

2018 Award 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/


Excellence Awards 2018 Winners Gallery

Click here to see the full list of 2018 winners and shortlisted entries