The judging process has been designed to be easy for you. There are no obstacles, no trick questions – it’s an opportunity for you to tell your story.
Stage 1 – Online Submission
The first round of judging is carried out entirely online. Nominations are submitted through the AwardForce platform for the judges to read. The judges identify the finalists by using a set criteria and their many years’ experience of working in the industry to determine who will go forward.
Stage 2 – Face-to-face Judging
Finalists are announced in August and they will go through to stage two. You will be invited to present to a panel of judges online or to showcase your customer contact operation with a presentation, interviews and tour, which may be virtual or in person. The judges will be looking for relevant evidence that supports the nomination and for supplementary information to help decide on the winners.
The Criteria: What are the judges looking for?
In both the online submission and during the face-to-face judging, the judges are looking for nominations that tell a clear story of their journey – the motivations, the deliverables and how the results were achieved. What lessons were learnt along the way and how did you overcome some of the challenges? What’s next in your journey?
They are looking for evidence of the impact of what has been delivered and how your nomination benchmarks against other entries, with a particular focus on:
The judges will be looking for a clear vision for what you have achieved. What is the rationale behind the story and how did you engage stakeholders? Describe the objectives, the strategy and how it aligns to the business.
What impact have you had? Let the judges know your performance against KPIs, covering customer employee, operational and commercial metrics. Also consider savings made, efficiency gains, changes in productivity, reassignment of resources and increases in revenue.
Explain to the judges how the customer and/or employee experience has improved. Evidence this with feedback from stakeholders, for example voice of the customer and/or employee feedback. Judges will be looking for a good understanding of customer and/or employee needs.
Demonstrate creative thinking. The judges want to hear how you approached things differently. What challenges did you face and how did you overcome them? Share your plans for the future and how you intend to continually improve.
The judges will be looking for examples of great practice. They want to see approaches and experiences that others can learn from. How do you really stand out from the crowd?