The CCA Excellence Awards programme for 2020 is well underway with the submission deadline set for midnight on the 16th October. Entering CCA Excellence Awards requires a focus and determination that for some may seem overwhelming. When the bar is set so high, how do you ensure you properly represent and do justice to the team or person you are nominating? How can you be sure the business initiative or plan you share is worthy of industry recognition?

To support applicants, we will be hosting an online session on the 22nd September to share experiences, offer support, and provide advice and guidance on the awards process.

Joining us will be the winners of Contact Centres; Great places to Work in 2019. 

"At Standard Life Assurance, our culture has always had colleagues at the heart, recognising that we cannot succeed in customer excellence without delivering for our people.  The sale of Standard Life Assurance to the Phoenix Group was undoubtedly the most significant change colleagues had gone through in their time with the company, and our challenge at the outset was combining these separate businesses, harnessing the best of both, all the while maintaining colleague engagement and high standards of customer service.

Making this a great place to work for colleagues, who deliver for our customers every day, required a conscious programme of engagement activity – to manage through the transition but also set us up for longer term success.  Throughout this period we considered the colleague impact of all aspects of the transition – from the practicalities of office moves to supporting mental health and well-being, and keeping a continued focus on opportunities for development and growth.

We recognised that, through continuous listening and increasing colleague investment at a crucial time, people were more prepared to evolve with the business, bringing across-the-board success.  It is this investment in engaging and supporting colleagues, at all stages, that makes the Contact Centre a great place to work."
Claire Cook, People & Engagement Lead, Customer Operations


Claire and her team will also share how they identified which category to submit for, who in the team was best placed to take the lead and how they were confident they had a winning story to share. 

Also joining the session will be Andy Mends, Director of Operations at Gavi Alliance and Chair of the CCA Excellence Awards Committee. Having worked with Andy for more than 10 years, he has a wealth of experience to share and will put forward his top recommendations to follow when producing a final award submission.