2017 Shortlist

CCA is delighted to unveil the companies and individuals who have been shortlisted in the prestigious CCA Excellence Awards 2017 programme. 

Winners will be presented with their awards at a sparkling evening of celebration and recognition of customer service excellence on 16 November at the 5 star Hilton Hotel in Glasgow.

CCA Chief Executive Anne Marie Forsyth said: “A very warm congratulations to all of the shortlisted entrants who truly represent the elite in customer service. Our judging process is extremely rigorous and the awards are very hotly-contested so being shortlisted is a significant achievement. We look forward to welcoming everyone for a very special evening of celebration at which their achievements will be publicly recognised and rewarded.”
The awards, which recognise world class professional achievement in customer service, are judged by a panel of expert judges from a range of sectors and specialisms, with final deliberation by a 20-strong judging committee chaired by Andrew Mends, Operations Director of GAVI Alliance, who has presided over this important task for the last seven years.
Chairman of CCA Excellence Awards Committee, Andrew Mends said: “The judges were hugely impressed by the high calibre of submissions this year across every category. It was exciting to see a host of entries from major brand names entering the awards for the first time and we were also delighted to see that CCA’s reputation as a global standard bearer in customer service is indisputably growing."


CCA Excellence Awards 2017 sponsored by


Full details of the CCA Excellence Awards 2017 shortlist follows:


Best Technology Partnership

Lloyds Banking Group Connect and Pin Drop

Sainsbury’s Argos Customer Management Centres

Servion Global Solutions

Contact Centres: Great places to work

Atos (NS&I) - Customer Services, Business Transformation Services

Barclays - Premier UK SkyBranch

Barclays Private Clients

Capita M&S Partnership

The Co-operative Bank

Coventry Building Society - Savings Contact Centre

DVLA Contact Centre

HomeServe Membership

Nationwide Building Society

Sky UK - Uddingston Contact Centre

Corporate social responsibility in customer service

HomeServe Membership

Standard Life

Yorkshire Building Society

Customer experience centre of the year

Barclays Wealth Client Services

Capita M&S Partnership - Customer Experience Team

Firstsource Solutions

HomeServe Membership - Customer Sales & Service

Lloyds Banking Group - Connect

Scottish Widows - Insurance Customer Delivery

Skipton Direct

Teleperformance Portugal

Utility Warehouse - Transversal

Virgin Money

Innovation in BPO - A partnership approach

Capita M&S Partnership

Capita - The Pensions Regulator

CPM International Telebusiness

FSCS & Firstsource Solutions

Groupe Renault UK’s and Arvato UK & Ireland

Liberata UK Ltd

Innovation in customer service

Barclays Wealth Banking and Client Services

Capita O2 Partnership

Coventry Building Society


Small Business at CYBG

Scottish Widows - Corporate Pensions Transformation

Teleperformance Portugal


Wolseley - Transversal

Manager of the Year

Chris Allen, Coventry Building Society

Ilaria Cappello, CPM International Telebusiness

Yvonne Cuthill, Barclays Client Wealth Services

Johnny de Mouilpied, The Co-operative Bank

Scott Donnelly, Tesco Bank

Peter Freelove, DVLA

Chris Hunter, Barclays Stockbrokers

Shaun Langdon, Connect, Lloyds Banking Group

Craig Lynn, Capita M&S Partnership

Yvonne Miller, Barclays UK

Rachel Thomas, DVLA

Most effective training programme

Barclays Bank

Barclays - Client and Colleague Improvement – Training Team, Sky Branch Premier & Offshore

BBC Audience Services

DVLA Contact Centre

Lloyds Banking Group - Connect

Standard Life

Tesco Mobile Capita Partnership

Most effective use of social media

Omni Channel, Barclays

Sykes Global Services


Teleperformance Portugal

Professional of the Year

Tracey Chase, The Co-operative Bank

Kath Chivers, FSCS & Firstsource Solutions

Matt Davies, Pearson VUE

Derek Eadie, Scottish Widows

Declan Greene, Gas Networks Ireland

Kim Higgins, Barclays

Claire McCrindle, MBNA Limited

Arlene MacDonald, Barclays

Paul Morrison, Sky

Darren Reeve, Coventry Building Society

Paul Sparkes, Barclays UK

Andrew Taylor, Capita M&S Partnership

Nichola Taylor, Standard Life

Alyson Urquhart, HM Revenue & Customs


BPO & Outsourcing

Capita M&S Partnership - Corporate Gift Voucher Team

Capita O2 Partnership

The Contact Company - Superdrug Customer Team

CPM International Telebusiness

Journeycall Quality Team

Liberata UK Ltd

Sykes Global Services

Webhelp and First Utility

Financial Services

Barclays - Omni Channel Team

Barclays - Overseas Services – Businesscall

Barclays Premier and Offshore Quality and Insight Team

Barclays Stockbrokers Team Managers

The Co-operative Bank - Customer Response

Coventry Building Society - Savings Building Society - Savings ISA Team


Standard Life - Team Prosper

Standard Life - Workplace Digital Hub Team

Public Sector

DVLA Contact Centre - Multi Channel Team

DVLA Contact Centre - PR Sales Team

HMRC - Brunel House, Personal Tax Operations

HMRC Debt Management Telephone Centre, Cumbernauld

HMRC Debt Management Telephone Centre, Livingston

HMRC Field Force, Central London

Student Loans Company - Frequent Caller Team

Telco, Utilities, Retail & Leisure

HomeServe Membership – Digital Live Chat Team

Pearson VUE - Client Support Team

Severn Trent Social and Digital Team

Sky UK - Glasgow Contact Centre


To book for CCA Convention & Gala Dinner please email: paddy.woods@cca-global.com or call the office on 0141 564 9010.