2017 Awards Categories

The professional awards have grown from strength to strength over the years and have slowly but surely become the Contact Centre Industry "Oscars" in South Africa. Each year the CCMG board reviews the award categories in line with the latest developments and trends in the industry. In 2017 the South African BPO and Contact Centre Industry Awards will be the only professional awards in the country and with this in mind we have pened up new categories for competition in two main areas: corporate and individual achievements.

The CCMG corporate awards recognize the best teams and organisations that have successfully deployed programs, strategies, processes, systems, and tools that have achieved measurable results in the Contact Centre environment, attracting entrants from leading corporations in South Africa, as well as mid-market and smaller Contact Centres.

Each year individuals who have achieved unparalelled success or shown extraordinary leadership, passion and commitment in South African Contact Centres are also recognised for their extraordinairy achievement in several categories ranging from quality manager, supervisor or trainer.

All shortlisted entrees will receive certificates commemorating their achievements, and winners will receive personalized CCMG trophies to take back to their Contact Centre.

We encourage contact centers and individuals to apply for multiple categories, and nominate multiple colleagues for the prestigious CCMG awards.

Corporate Award Categories

  • Best Community Spirit
  • Best Technology Innovation - Internal Solution
  • Best Technology Innovation - External Solution
  • Best External Support Services - Recruitment
  • Best External Support Services - Training & Development
  • Best Use of Social Media in a Contact Centre
  • Best Domestic Captive Contact Centre Medium (51 - 249)
  • Best Domestic Captive Contact Centre Large (250 - 999)
  • Best Outsourced Contact Centre Medium (51 - 249)
  • Best Outsourced Contact Centre Large (250 - 999)
  • Best Shared Services Centre

Individual Award Categories

  • Best Analyst
  • Best Contact Centre Trainer Professional
  • Best Contact Centre Collections Professional
  • Best Contact Centre Customer Service Professional
  • Best Contact Centre Operational Manager
  • Best Contact Centre Supervisor
  • Best Contact Centre Sales Professional
  • Best Contact Centre Support Professional - Workforce Planning
  • Best Sales Manager
  • Best Quality Auditor

Individual Awards

BEST TECHNOLOGY INNOVATION – INTERNAL SOLUTION

Sponsored by Ocular Technologies

Any new technical solution conceived, developed and deployed in the industry to improve business performance or resolve business challenge/s. The solution must demonstrate creativity, viability and must have been successfully implemented in the last twelve months. The award aims to recognise an innovator who significantly added value in enhancing customer experience for an internal or external customer.

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BEST TECHNOLOGY INNOVATION – EXTERNAL SOLUTION

Sponsored by Ocular Technologies

Any new technical solution conceived, developed and deployed in the industry to improve business performance or resolve business challenge/s. The solution must demonstrate creativity, viability and must have been successfully implemented in the last twelve months. The award aims to recognise an innovator who significantly added value in enhancing customer experience for an internal or external customer.

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BEST EXTERNAL SUPPORT SERVICES - RECRUITMENT

Sponsored By Quest

A vendor/business partner external recruitment service provider which provides support services to the Contact Centre and the BPO industry at large. These services must be contributory to the success of their clients providing innovate solutions to either the contact centre staff, the company at large or most importantly, the client’s customers.

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BEST EXTERNAL SUPPORT SERVICES – TRAINING & DEVELOPMENT

A vendor/business partner external training & development/learning service provider which provides support services to the Contact Centre and the BPO industry at large. These services must be contributory to the success of their clients providing innovate solutions to either the contact centre staff, the company at large or most importantly, the client’s customers.

BEST USE OF SOCIAL MEDIA IN A CONTACT CENTRE

Sponsored by IQ Business

This honour is for an individual or team that has advanced the complex process of managing social media channels in a Contact Centre. The individual/team must demonstrate how the strategy was integrated within the contact centre and other customer service platforms. The award aims to celebrate a team/individual that made incredible strides in the rapidly evolving social media space. The judging panel is looking for a solution that will exhibit a keen knowledge and respect for the power of social media within the contact centre industry. The award is an opportunity to prove that your social media campaign/s is the best.

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BEST DOMESTIC CAPTIVE CONTACT CENTRE MEDIUM (51-249)

Sponsored By Webhelp

This award is looking for the best customer service facility in the country that houses all inbound and outbound customer service channels of a firm including but not limited to phone, voice mail, fax, email, web chats and regular mail. This centre will demonstrate leading edge thinking that drives value for customers, shareholders and employees whilst illustrating operational prowess as benchmarked against international best practice and standards.

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BEST DOMESTIC CAPTIVE CONTACT CENTRE LARGE (250-999)

This award is looking for the best customer service facility in the country that houses all inbound and outbound customer service channels of a firm including but not limited to phone, voice mail, fax, email, web chats and regular mail. This centre will demonstrate leading edge thinking that drives value for customers, shareholders and employees whilst illustrating operational prowess as benchmarked against international best practice and standards.

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BEST OUTSOURCE CONTACT CENTRE MEDIUM (51-249)

This category is looking to award a company that operates in Business Process Outsourcing industry and provides a customer service facility (could be inbound, outbound or both) to an international or domestic client. This company needs to demonstrate how they differentiate themselves in the market and create a competitive advantage by delivering world class services that add value to their clients, the end user and employees. This company needs to have an innovative spirit and must be able to showcase a world class site, best practice operation and be an employer of choice.

BEST OUTSOURCE CONTACT CENTRE LARGE (250-999)

This category is looking to award a company that operates in Business Process Outsourcing industry and provides a customer service facility (could be inbound, outbound or both) to an international or domestic client. This company needs to demonstrate how they differentiate themselves in the market and create a competitive advantage by delivering world class services that add value to their clients, the end user and employees. This company needs to have an innovative spirit and must be able to showcase a world class site, best practice operation and be an employer of choice.

BEST SHARED SERVICES CENTRE

Sponsored by Ocular Technologies

A shared services center is the entity responsible for the execution and the handling of specific operational tasks, such as accounting, human resources, payroll, IT, legal, compliance, purchasing, security etc. This award is looking for a centre that provides this service either locally or internationally or both. This centre must be able to demonstrate operational competence, efficiencies and customer value through innovative solutions and performance excellence.

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Corporate Awards

For any questions regarding Sponsorship Opportunities please call Sharon Haigh on +27 (0)82 551 5915 or drop us a message at sharon.haigh@ccmg.org.za.

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