Support & FAQ | ECCCSA

Frequently Asked Questions

Virtual Awards Evening

How do I access the event?

If you purchased or were allocated a ticket, then you will have received an email from info@ecccsa.com or jade@ecccsa.com. In that email are instructions on how to access the Virtual Awards Evening. Please check your junk or other folders.

If you cannot find the email but are on the guest list, please email info@ecccsa.com and we’ll send you the information.

If you are not on the guest list, you will not be able to access the event.

Go to the Hopin platform: https://hopin.com/events/ecccsa2020
Enter the event password which is in the email provided
Check ‘Attendee Confirmation’ and click ‘Checkout’
Login if you already have a Hopin account, or Sign Up for free.

To Sign Up:

Enter your name and email address
Choose your own password* for accessing Hopin in future
Click ‘Sign Up’

To Login: If you’ve attended an event on Hopin before, steps 1-3 are the same, then:

At the top of the page, click ‘Already registered? Sign in’
Login using your own password*

*This is your own password for your individual Hopin account and is different to the ‘Event Password’.

If you still can’t access the event, please email operations@seventythreemedia.com

How do I set up a Hopin account?

To Sign Up:

Enter your name and email address
Choose your own password* for accessing Hopin in future
Click ‘Sign Up’

To Login: If you’ve attended an event on Hopin before, steps 1-3 are the same, then:

At the top of the page, click ‘Already registered? Sign in’
Login using your own password*

*This is your own password for your individual Hopin account and is different to the ‘Event Password’.

I haven’t received an email with instructions to access the event. What do I do?

Please check your junk or other folders for an email from info@ecccsa.com or jade@ecccsa.com.

If you cannot find the email, please email info@ecccsa.com. We’ll check that you’re on the guest list and then send you the information.

If you are not on the guest list, you will not be able to access the event.

Can I join the Virtual Awards Evening without a ticket?

No. The Virtual Awards Evening is by invitation only or by purchasing a ticket. If you don’t have a ticket but would like to join us, please email info@ecccsa.com.

The technical team is monitoring all guest access and will reject guests that are not on the guest list.

Why am I not on the guest list?

The team at ECCCSA have not received notification that you should be on the guest list. If you think you should be on the guest list, please contact info@ecccsa.com advising who your host is and we can check with the host.

What is the URL for the event?

The URL is https://hopin.com/events/ecccsa2020. You will require an event password to access the event.

The technical team is monitoring all guest access and will reject guests that are not on the guest list.

What is the event password?

The event password was provided in the email sent to all guests. If you require the event password, please contact info@ecccsa.com and we will check that you are on the guest list before providing it to you.

How do I access our Private Room?

If you have been invited to join a Private Room on the platform, click on the Sessions icon in the left menu. Your Private Room will be presented to you on screen. Click on it and follow the instructions.

If you cannot see your Private Room, please email operations@seventythreemedia.com or pop into the Hopin Event Support room to ask for access to your Private Room. The team will check which room you are a guest of and will give you access.

Can I use a virtual background on Hopin?

No.

What time can I access the Virtual Awards Evening?

The platform will open five minutes before the official start time. You can therefore access the event at 18:25.

One of our guests is not coming, can I replace them with another guest?

You can make changes to your guest list until midday on Tuesday 16 March. After this time, guest changes are no longer possible.

To change a guest, please email the original guest name and who the new guest is to info@ecccsa.com.

How can I network with people on the platform?

There are two ways to network on the platform. If you know who you want to talk to, click on their name on the right hand list of names and select one of the options.

Alternatively, click on the Networking icon on the left menu and you will access the ‘speed dating’ functionality. Follow the instructions to have a three minute video call with someone else on the platform.

Remember, please do not use this as an opportunity to sell, hound or annoy other guests. The booking terms made it clear that any complaints could result in an individual being removed from the platform.

Someone is bothering me on the platform, can I ask them to leave?

If someone is bothering you, use the ‘Report User’ function on their profile.

We can monitor their activity and they may be stopped from connecting with people on the platform or removed altogether.

Can I get a copy of the ceremony video?

A video of the ceremony is available for organisations that purchased a copy when they booked their tickets. If you would like a copy of the video, it is available for a fee of £75. Please email info@ecccsa.com to order a copy.

The video will come with a licence certificate that allows it to be played within your organisation but you will not be permitted to publish it in full.

Will I get a Winners certificate?

Yes, all winners will receive a certificate via email within 24 hours of the awards evening.

Who gets a trophy? And when do we receive it?

All Gold, Silver and Bronze winners will receive a trophy. If you are a winner, we will be in touch to confirm the address to send the trophy to on Wednesday 17 March – please look out for our email. Trophies are ready for despatch.

When do we receive a copy of the ceremony video?

The video will be emailed to the person that ordered it within 48 hours of the Virtual Awards Evening taking place. It will come with a video licence certificate giving you clear guidance on where and how you can use the video.

When will I receive my Celebration Boxes?

Boxes will be delivered to the requested addresses before the event on Tuesday 16 March.

What platform is the Awards Evening being hosted on?

The Awards Evening will take place on Hopin, a secure and easy to use online events platform.

Judging process

Will judges be visiting contact centres?

No, all judging will be conducted virtually again in 2021, but it will remain robust.

Will finalists be invited to London to present?

This year Finalists will present to a panel of judges via an online platform. We will not be inviting Finalists to travel to London to present. The format will remain the same as previous years and will be a presentation followed by Q&A.

Which online platform will the judges use?

The judging will take place on Zoom unless a Finalist is unable to access this platform. In the event that Zoom is not an option, we will consider other platforms.

What are the judges looking for in the Presentations and Showcases?

In the second round the judges are looking for evidence in a number of areas, including:

Initiated with a solid rationale and with engaged key stakeholders throughout.
Delivered a significant benefit to the business either in savings, reassigned resources or increased revenues.
Has the improvement in the customer experience been incremental or transformational?
Has the solution had a positive impact on the day to day role of the front line advisor?
Has it lead to the operation being more efficient and effective?
How successful has the solution/initiative been overall; was it worth the resources applied?
Does this initiative improve the image of our industry through doing the right things?

What do I need to do for a Presentation to the judges?

You will be invited to present your nomination and take questions from a panel using an online meeting platform. Your presentation should take 20 minutes with up to four members of the team present, followed by 20 minutes for questions by the judges.

What is involved in a Showcase for the judges?

This is your opportunity to showcase your operation by presenting to the judges, enabling them to conduct interviews and to take them on a virtual tour of your site. Your presentation should be 60 minutes hosted by up to four members of the team, followed by a series of one to one interviews and a virtual tour of the operation. The Showcase should last no more than half a day.

Who are the judges?

The panel of judges have been chosen from across Europe for their many years of industry experience, leadership and their specific expertise in the various categories of nomination available this year. Many of the judges are previous award winners, others have been judging the ECCCSA’s for many years – they all understand the contact centre and customer service industry and know what good looks like.

Who is the Chair of the Judges?

Helen Wilson is the Chair of the Judges. Helen is Global Chief Experience Officer for Customer Experience and Channel Performance at Ipsos, with a focus on helping organisations to deliver a return on their CX investment. Helen has significant CX experience across markets, sectors, and channels, with a significant focus on the contact centre.

Is the content of each nomination confidential?

All of our judges sign a confidentiality agreement before having access to any of the nominations.

In addition, any documentation that is provided during the judging panel and judging visits is securely destroyed six weeks after the awards dinner.

Awards Evening

Covid safety information

We have been working with the venue to ensure your safety at the awards dinner regarding COVID-19 and ask that you share the following with all your guests.

Undertake your own health risk assessment.
Follow any relevant guidance on travel.
Check for symptoms of COVID-19 before travelling.
Do not attend the event if you have been asked to self-isolate, have symptoms or have tested positive.
Adhere to all safety measures in place at Evolution for the safety and comfort of all guests.

Please see below for additional information about COVID-safety prior to the event.

Above all, please be considerate to your teams and other guests. Let’s do the right thing to have a fantastic evening, safely.

What measures do you have in place to make the event COVID secure?

The safety of all our guests and colleagues remains our priority and therefore we are putting in place numerous measures to cover this (see below points). Risk assessments have been written and agreed and can be accessed here.

How will I receive my Unique Ticket for the Awards Evening?

You will receive an email from eccccsa21@shocklogic.com.

Please ensure that you look out for this email – check your spam or junk folders if you’ve not received it and add the sender to your safe list
The email will be your event ticket with a unique QR code
You will need to upload your vaccination proof or negative test result
The email will explain how you upload your Covid-19 double vaccination proof, or how you upload a negative test (PCR or LFT)
If you are not vaccinated, you will need to upload proof of a negative PCR or LFT test 48 hours before the event, ideally on Sunday 21 November

If you don’t complete the registration, your entry ticket will not be valid and so it’s important it’s done before the night please!

Rest assured, we will only share your name and email address with ShockLogic, and they will just use this information to generate your ticket and nothing else.

What do I do if one of our guests can’t make it?

Please let jade@ecccsa.com know if you would like to change the guest name for any of your tickets. Jade can then void the ticket for the guest unable to attend, and re-issue a new one to the new guest. Please note that in line with the terms & conditions of booking, we are not offering refunds for any cancellations.

Will attendees be required to display a negative LTF or be vaccinated?

All attendees will need to show their Unique Ticket from ShockLogic to access this event, for your ticket to be valid, you must have uploaded to ShockLogic proof of two vaccinations or a negative PCR or LFT test. If you are not double vaccinated, you will need to upload proof of a negative test 48 hours before the event, so ideally please upload on Sunday 21 November.

Should anyone not meet these requirements, your Unique Ticket will not be valid and therefore will not be permitted into the event unfortunately.

Will it be possible to socially distance at the event?

In the UK it is no longer mandatory to socially distance. However, the venue is large and spacious, and the tables will be spaced out where possible.

Will face masks be mandatory at the event?

Although this is not now a legal requirement in the UK, we believe it is the right procedure to be asking attendees to wear face masks whilst walking around the venue.

Will guests be required to check in using the NHS Covid-19 app?

An NHS QR Code will be on display should you wish to check in using the app. Guests will not be required to use it and you will not be turned away if you do not use it.

What happens if a guest has Covid-19 symptoms or has been with someone with Covid-19 symptoms over the weekend before the dinner?

If a guest is displaying COVID-19 symptoms, they should not attend the dinner. IF a guest has been instructed to isolate, they must not attend the dinner. If any of your guests have been with someone with COVID-19 symptoms in the days prior to the dinner, we would discourage their attendance.

Do I need a ticket to attend?

Due to security arrangements, all guests are required to bring their ticket with them to be scanned on entry. This will be your Unique Ticket sent to you from ShockLogic.

How can I get a ticket or book a table?

Email info@ecccsa.com if you would like to book tickets.

When will I receive the tickets for the table I booked?

Your guests will receive an email from ecccsa2021@shocklogic.com with their event ticket with a unique QR code in the week commencing 8 November 2021. They must upload their COVID status for this to be validated.

What time does the awards evening start?

The doors open at 18:30. The awards presentation starts after dinner has been served, which is approximately 21:30.

What is the dress code for the evening?

The dress code is black tie. For ladies, this is glamourous dresses.

Is there somewhere to leave my coat and bag when I arrive?

Yes, there is a cloakroom in the main entrance where you can leave your coat and bag for free. Items are left here at your own risk.

Can I get a taxi from Evolution at the end of the night?

Yes, black taxis are waiting outside the venue all evening. Alternatively you may want to use a taxi app, such as Uber or Free Now.

The table package includes unlimited wine, beer and soft drinks. What is not included?

A selected red and white wine are available all evening, together with beers and soft drinks, including water, from the bars and via table waiters during dinner. If you want to upgrade the wine, drink prosecco or champagne or would like to drink spirits during the evening, these are available at an additional cost payable by card only at the bar.

What is the entertainment during the evening?

There are a number of acts that entertain guests before dinner in the bar area. During dinner there are additional performances with the last performance just before the awards presentation commences. After the awards, music will start up on the dance floor and the dodgems open to the left side of the stage.

Entering the ECCCSAs

Who is eligible to enter the awards?

Any organisation that is headquartered in, based in, or which operates a contact centre or customer service programme in Europe.

How much does it cost to enter?

There is a fee of £295 (approx. €340) per entry.

When is the entry fee due?

For your entry (or entries) to be eligible, we must receive your fees in full before midnight on Friday 16 July.

How do I enter the awards?

To enter the awards the first step is to register here www.ecccsa.com/enter, submit your written entry and pay for it before midnight 16 July. You can pay for your entry (or entries) at any time and continue to edit them right up to the deadline.

Are there word limits on the written entry?

Yes, each section has a word limit between 100 and 500 words. The limit for each section is indicated on the online form.

What should I include in my entry?

You should include the specific information requested for the category that you choose. In general, the judges will be looking for evidence of exceptional merit in:

Business impact
Operational effectiveness
Innovation and creativity
Customer centricity
Employee engagement
Industry best practise

How can I pay the entry fee?

You can pay the fee of £295 per entry on our website by credit card or debit card. Once you have Submitted your entry (or entries) to the Shopping Cart, choose the Mastercard or Visa payment option.

You may also choose the Invoice option. In this case we will send you an invoice and you can choose to pay by bank transfer, or by telephoning us to pay by credit or debit card.
For your entry to go forward we should receive your full payment before midnight of 16 July.

Is the business information in my award safe and secure?

We use a Software as a Service (SaaS) platform called AwardForce to manage the awards programmes, including your written entry. This platform is fully encrypted, which means any confidential data you enter is fully secure and only visible to you and us.

Judges are required to sign a Non-Disclosure Agreement before receiving the award entries to judge. Please also review the ECCCSA Privacy Policy.