2018 Award Winners Press Release

PRESS RELEASE

Customer Service Excellence Recognised at CCA Excellence Awards 2018

The Winners Are....

Glasgow, 16 November 2018 – More than 600 senior customer executives from leading public and private sector brands gathered in Glasgow last night to celebrate and recognise achievements in service excellence at CCA Excellence Awards 2018.

The benchmark for customer service excellence was raised with organisations 'neck in neck' for the top spot in many of the award categories. More than 150 shortlisted nominees battled it out for the winning entry in more than 20 categories.

CCA Chief Executive Anne Marie Forsyth said: "Delivering world class customer service consistently in today’s 24/7 world requires exceptional people who can live up to exacting standards. I would like to warmly congratulate all of our winners who do just that on a daily basis.

"The success of Capita BBC Audience Services and Cigna Healthcare for achieving and retaining CCA Global Standard© accreditation for more than 15 years underlines the valuable role of continual improvement that results in excellent service for customers. Presenting both organisations with a ‘Gold Award’ for this long-standing achievement reflects their passion and commitment to deliver time and again for customers."

Chairman of the judging panel Andrew Mends said: "This year’s winners should be exceptionally proud because it was by far the most competitive field ever with a record number of international as well as UK entrants. Our panel of 40+ judges had a very difficult task due to the quality of submissions being so high. We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service."

CCA Excellence Awards Gala Dinner was sponsored by Plantronics. Paul Dunne, Regional Director, Plantronics UK & Ireland commented, "Contact centres can be busy, high pressure environments. Customer service can be hard and demanding. So, we’re proud to sponsor an event that showcases the best from this industry. From incredible teams, tireless leaders to amazing projects, we love seeing the innovation, determination and passion that fuels you all to succeed."

CCA Excellence Awards 2018 are sponsored by Salesforce. Andrew Lawson, Executive Vice President and General Manager UK at Salesforce commented, "We're in an environment of constant change, however, if there is one thing is remaining constant that is the need to excel in customer experience. The CCA Awards celebrate the best and most innovative in the business, brands that are not slowing down but instead putting customers at the centre of every single journey."

ENDS


The winners are:

Director of the Year
Jo Mayer – The Co-operative Bank

CCA GLOBAL STANDARD© ACHIEVEMENT AWARDS
Gold – having achieved accreditation for 15+ years
Capita BBC Audience Services
Cigna Healthcare

Silver – having achieved accreditation for 10+ years
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 – having achieved accreditation for 5+ years
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 – Bronze Award
Barry McAuliffe - Capita Customer Solutions

Professional of the Year – Silver Award
Scott Walsh - Financial Conduct Authority

Professional of the Year – Gold Award
Nadine Byrne - Coventry Building Society


MEMBER OF THE YEAR AWARDS – For outstanding commitment to customer service excellence
Mary O'Sullivan - Fexco Managed Business Solutions & Outsourcing
Kenny Prest - National Savings and Investments
Linda Spence - SGN
Chrisanna Martin - Tesco Bank


CCA EXCELLENCE AWARDS 2018

CUSTOMER EXPERIENCE BRAND OF THE YEAR
The Winner is:
Barclays UK

CONTACT CENTRES - GREAT PLACES TO WORK
The Winner is:
Coventry Building Society

Highly Commended goes to:
Plantronics

EXCELLENCE IN SOCIAL RESPONSIBILITY AND AWARENESS
The Winner is:
The Co-operative Bank

Highly Commended goes to:
Yorkshire Building Society

EXCELLENCE IN SKILLS, LEARNING AND DEVELOPMENT
The Winner is:
Standard Life

TEAM OF THE YEAR - BPO & OUTSOURCING
The Winner is:
Capita O2 Partnership

TEAM OF THE YEAR FINANCIAL SERVICES
The Winner is:
Barclays Performance Optimisation Team

TEAM OF THE YEAR PUBLIC SECTOR
The Winner is:
HMRC - Needs Enhanced Support Team

TEAM OF THE YEAR TELCO, UTILITIES, RETAIL AND LEISURE
The Winner is:
Sky UK - Sell Sky Newcastle

BEST CX TRANSFORMATION - INHOUSE TECHNOLOGY SOLUTION
The Winner is:
Fexco

BEST CX TRANSFORMATION THROUGH TECHNOLOGY PARTNERSHIP
The Winner is:
Vizolution and O2

EXCELLENCE IN BUSINESS PROCESS OUTSOURCING COLLABORATION
The Winner is:
Webhelp and Vodafone

INNOVATION IN CUSTOMER SERVICE - Sponsored by TTEC
The Winner is:
Sky UK Messaging Team

Highly Commended is:
The Co-operative Bank

MOST EFFECTIVE USE OF SOCIAL MEDIA
The Winner is:
NHS 24

MANAGER OF THE YEAR
The Winner is:
Tracey Yates - Nationwide Building Society

Highly Commended:
John Rankin - Sky

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

RISING STAR AWARD - Sponsored by HRC Recruitment
The Winner is:
Michelle Miller - Capita M&S Partnership

Highly Commended is:
Megan Robson - Nationwide Building Society

OVERALL TEAM OF THE YEAR
The Winner is:
Barclays Performance Optimisation Team

INSPIRING LEADERSHIP AWARD
The Winner is:
Paula Kennedy, Concentrix


About CCA

CCA is the professional body for leading brands in customer experience, challenging and connecting public and private sector organisations to become world class. With more than 20 years’ experience, we are firmly recognised as the trusted reference for research, analysis and expertise. Our work with operators, BPO & shared service providers and vendors ensures we retain our position as the definitive source within our market-place.

Most people within our network are actively considering the best model to deliver a better customer experience and to drive more profitability from customer interactions. Our agenda for 2019 will support this challenge providing our customers with the information and data they need to make informed decisions around the future of their business. For further information visit www.cca-global.com

Media contact: Pauline Cochrane
T: + 44 141 564 9010
E: pauline.cochrane@cca-global.com


About Salesforce

Salesforce, the global leader in CRM, empowers companies to connect with their customers in a whole new way. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information about Salesforce, visit: www.salesforce.com.

Salesforce and others are among the trademarks of salesforce.com, inc.


About Plantronics

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/

 


Other award partners:

HRC Recruitment

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/  


TTEC

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.