2016 Winners

Congratulations to all the winning organisations

Awards were presented at the Gala Dinner on 21 November at London’s Park Lane Hilton

Innovation, Technology, and Effectiveness Awards

Best Application of Technology

Nominations were invited from organisations who have successfuly deployed new technology within their contact centre/customer service centre.

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Webhelp and Post Office Travel Insurance

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Marks & Spencer

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Eurostar International

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Best Multi-channel Customer Service

Nominations were invited from organisations who have successfully deployed a multi-contact strategy for their organisation.

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Edwardian Hotels London

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Centraal Beheer and Now Interact

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Blizzard Entertainment

Innovation in Customer Service

This category recognises innovative new ideas and developments that have enabled organisations to meet the needs of their customers more effectively.

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Geoffrey Insurance

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BT Consumer and Genesys

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South West Trains

Best Deployment of Customer Insight

Nominations were invited from organisations who have successfully implemented a robust model for collecting and analysing customer feedback.

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Endsleigh Insurance

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Virgin Money

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Yapi Kredi Bank

Innovation in Digital Transformation

Nominations were invited from organisations that are successfully implementing changes in their organisation and/or industry that are transforming the way that they work.

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Atom Bank

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Webhelp and Shop Direct

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Blizzard Entertainment

Best Social Media in Customer Service

Nominations were invited from organisations who have successfully introduced social media for their organisation.

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Barclaycard

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First Utility

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KnowHow Dixons Group

Most Effective Improvement strategy

This category was for teams who have implemented a change in their business processes which brought about improvements in either the customer journey or the customer service operation.

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EE

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NHS London 111 Service

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Co-op Customer and Member Services

Most Effective Learning and Development Programme

This category was open to any Contact Centre or Customer Services internal Learning and Development Team.

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New Day

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Sykes Global

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Three UK and Tech Mahindra

Customer Service Team Awards

Customer Service Team of the Year

This award was open to any Customer Services team who work with their customers via the contact centre or face to face.

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OVO Energy

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BUPA Customer Services

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GiffGaff and First Source

Operational Support Team of the Year

This category was open to internal facing team that provides support to a customer facing team. This could include teams from HR, customer insight, management information, marketing, planning, training etc.

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LV

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BPA Quality

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HSBC Commercial Customer Relations Centre

Complaints Management Team of the Year

This category was open to Customer Relations/Complaints teams providing support to the Customer Services/Contact Centre operation. The team should be specialists responding to complaints including complaints passed through from the Contact Centre.

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Osterreichische Bundesbahnen (OBB) Austria

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Barclays UK Advocacy Team

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Sutton Housing Partnership

Quality Team of the Year

Nominations were invited from quality monitoring teams that support the Contact Centre and/or Customer Service teams in an organisation.

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Three UK

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Acenden

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Journeycall

Contact Centre Awards

Outsourcing Partnership of the Year

Nominations were invited from any company who has a great partnership with its outsourcer and can demonstrate results that show how the customer and employee is benefitting from the partnership.

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Volkswagen and ROI

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Voxpro and Airbnb

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BT, Liveperson and Interact

Employer of the Year – Great Place to Work

Nominations were invited from organisations who have demonstrated that they are an employer of choice for customer service professionals.

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Peninsula

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Amigo Loans

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EE

Small Contact Centre of the Year

Nominations were invited from small contact centres.

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Ingeus UK

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Admin Re (Norwich)

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Safety Net Credit

Medium Contact Centre of the Year

Nominations were invited from medium contact centres.

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LEGO Consumer Service - EMEA

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Home Group

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Barclays SkyBranch Premier Global

Large Contact Centre of the Year

Nominations were invited from large contact centres.

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Vodafone Italia

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Scottish Gas

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Fusion Contact Centre Services