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 – The Entry
The first round of judging is carried out entirely online. Nominations are submitted through the AwardsForce 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 decide who will go forward.
What are the judges looking for?
The judges are looking for nominations that tell a clear story of their journey – their 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 what has been delivered and how your nomination benchmarks against other entries such as the following:
- Business impact
- Operational effectiveness and efficiency
- Innovation and creativity
- Customer centricity
- Employee engagement
- Industry best practice
Stage 2 – For the finalists
Finalists are announced in September and they will go through to stage two. This year there will be a virtual judging process. You will be invited to present to a panel of judges online or to showcase your contact centre with a presentation, interviews and virtual tour. The judges will be looking for evidence that support the nomination and for supplementary information to help decide on the winners.
What are the judges looking for?
Depending on the category, 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?
