If we can help with anything at all please contact Jackie Pringle or Amy Horlock and they’ll be happy to help you.
Help & Support
Get in touch
- Email: info@ecccsa.com
- Phone: +44(0)333 939 9964
Jackie Pringle, Director of Awards
Amy Horlock, Awards Co-ordinator
Frequently Asked Questions
Judging process
If it is safe to do so, we may arrange for judges to visit customer contact operations during the judging process for those categories that involve showcases. However, we are working on the basis that all judging will be conducted virtually, but it will remain robust.
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.
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.
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?
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.
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.
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.
Ann-Marie Stagg is the Chair of the Judges. She has a wealth of contact centre and customer service operational and leadership experience. She was crowned European Industry Champion in 2003, has judged industry awards for the last 16 years. She recently retired as the Chief Executive of the CCMA. Integrity and credibility in the judging process is championed by Ann-Marie and delivered through the highly proficient judging panel.
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.
Announcing the winners
The winners will be announced on the evening of Tuesday 16 March 2021.
The Awards Evening will take place at Evolution, Battersea Park, London.
Key dates
Nominations open 1 May 2020.
Written entries must be submitted and paid for by midnight Friday 28 August.
The finalists that have made it through to the second round of judging will be announced in September 2020. If you are one of these we will be in contact with you to arrange a presentation or showcase with a panel of judges.
Winners are announced at an Awards Evening on 16 March 2021, at Evolution, London.
The Awards Evening is on 24 November 2020, at Evolution, London.
Entering the ECCCSAs
Any organisation that is headquartered in, based in, or which operates a contact centre or customer service programme in Europe.
There is a fee of £295 (approx. €340) per entry.
For your entry (or entries) to be eligible, we must receive your fees in full before midnight on Friday 28 August.
To enter the awards the first step is to register here ecccsa.com/enter, submit your written entry and pay for it before midnight 28 August. You can pay for your entry (or entries) at any time and continue to edit them right up to the deadline.
Yes, each section has a word limit between 100 and 500 words. The limit for each section is indicated on the online form.
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
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 PayPal payment option. You don’t need a PayPal to pay by credit or debit card. We take:
- Mastercard
- VISA
- American Express
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 28 August.
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.
No, the nominated contact centre or customer service operation has to be located inside Europe.
Impact of COVID-19
If it is safe to do so, we may arrange for judges to visit customer contact operations during the judging process for those categories that involve showcases. However, we are working on the basis that all judging will be conducted virtually, but it will remain robust.
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.
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.
The organisers will take government advice. If it is safe for the awards evening to go ahead, then we intend to put on a great party, however, in the event that it is unsafe to do so in March, the organisers will consider alternative arrangements.
We are working with the venue to ensure that the awards evening is safe and that any government guidelines on social distancing, or any other measures, are implemented.
Awards Evening
In the event that the European Contact Centre and Customer Service Awards Evening is unable to go ahead due to the coronavirus, we will either postpone the evening or consider alternative digital means, such as a live broadcast, to announce and recognise the winners. We are pleased to be able to give everyone something to look forward to and believe it is more important than ever to recognise those that are delivering excellence.
Due to security arrangements, all guests are required to bring their ticket with them to be scanned on entry.
Visit this page to book to attend until Friday 15 November 2019.
Tickets will be emailed out to the contact that booked the table/s in early November.
The doors open at 18:30. The awards presentation starts after dinner has been served, which is approximately 21:30.
The dress code is black tie. For ladies, this is glamourous dresses.
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.
Yes, taxis are waiting outside the venue all evening. Alternatively you may want to use a taxi app, such as Uber or Free Now.
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 cash or card.
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 a disco will start up on the dance floor and the dodgems open to the left side of the stage.
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