Awards Categories

The award is focused on individuals/teams who have a strong understanding of the operational opportunities and challenges and are actively involved in driving delivery improvements and achieving the best use of an organisation’s workforce and resources. The entrants needs to show excellence in relation to balancing the needs of the operation, the client, the customer, and transaction forecasts against the availability, and productivity of resources. to ensure the best fit between employees and their jobs and associated KPIs and SLAs, while avoiding workforce shortages or spares in line with financial goals.

Submissions should include

1. Details on the structure of your role/ team’s role & department to ensure proper context.
2. How you would forecast and resource for a new campaign/project/client.
3. What tools/techniques/methodologies do you utilise to deliver required outcomes? Expand on if you have included AI in your resource toolbox.
4. How do you balance training and upskilling of agents/front-line staff with availability for the customer?
5. What achievements have you or the team accomplished for your organisation, (internal and/or external) have you received in the last 12 months?
6. Examples of the biggest obstacles/challenges you or the team face daily to deliver for the organisation.

Submissions are invited from organisations that have successfully deployed new and/or innovative technology within their customer contact environment that supports the employee and/or customer experience and significantly impacts operational performance.

Submissions should outline:

• The impact on the employee
• Return on investment
• Quantifiable and qualitative
• The impact on the customer
• The approach used to implement and integrate the

This award is not for the technology solution itself; it is for how the technology has been implemented, deployed, and maximised within your organisation. Joint Submissions from the organisation and their technology provider will be accepted, however, the technology provider cannot nominate on their own.

AI solutions are eligible for this category.

Submissions are invited from organisations with a great partnership with their Business Process Outsourcing (BPO) partner and can demonstrate results showing how the customer and employees benefit from the partnership.

Both the outsourcer and the client are expected to submit a joint entry.

Submissions should outline:

• Evidence of an efficient and effective customer and employee-focused
• A clear understanding of the business aims and challenges and how the partnership has helped to meet them.
• Open, two-way communication channels between the outsourcing frontline and the client decision makers.
• Evidence of effective integration and ongoing investment in the
• Demonstrable progression or achievement of the original business
• The value-add, outside of cost, that the outsourcer has brought to the
• Clients are allowed to participate in this category with the relevant head of the campaign

This award is given to the individual who can demonstrate best-in-class service, customer excellence and commitment to the organization. The individual needs to have shown commitment to have gone out of their way beyond their line of duty to make customer experience the best.

JUDGES WILL BE LOOKING FOR

1. Outline your key performance areas (KPI’s)?
2. Share two different situations/scenarios where you have gone above the call of duty to provide exceptional customer service? The background into the scenario, your actions, and the results.
3. An example of where you identified a problem within your organization/team, /process and suggested better efficiencies that were accepted? the problem statement, the recommendation, and the results.
4. Reference a time when you received negative feedback (from a customer or your manager) or did not meet a target– what was the situation and what did you do to rectify this (explain the action taken and demonstrate results)
5. Demonstrate what you have done in terms of self-development (this is outside of compulsory training and development opportunities).
6. Why should YOU be chosen as our Industry Ambassador for Contact Centre Service Professional of the YEAR?

This individual will understand the debt collection process and will be driven to achieve and exceed pre-set collection targets.  The winner will be able to demonstrate how they consistently achieve and maintain their targets and help others to improve on theirs. This individual needs to demonstrate how they have achieved their set targets/goals through quality negotiations which will benefit the customer/company and in turn them personally (through earning of incentives if applicable to their organization)

JUDGES WILL BE LOOKING FOR

1. Outline your main responsibilities are within your function. What are your key performance areas (KPI’s)

• Description of what makes your team and your department, unique and stand out from everyone else. Please provide evidence to support this.
• Examples of your level of quality negotiation? How did that help the customer, company and you achieve their goals? Please provide the context, demonstrate examples, and evidence of the impact.

4. Reference what you have done in terms of self-development (this is outside of compulsory training and development opportunities)
5. Reference an example of when you were able to support others. What was the situation, what did you do and what was the impact of that engagement?
6. Tell us about a time when you identified a problem within your organization/team, /process and suggest a change that was accepted. Please include the problem statement, the recommendation, and the results
7. Additional information are you able to provide that shows why you should be considered as the best in the country for this award? Why should YOU be chosen as our Industry Ambassador for Collections Professional of the YEAR?

An individual who displays a passion for people development and continuous learning who is actively involved in preparing, facilitating, assessing, and coaching all training requirements for either new or existing employees.  This individual understands how to implement adult learning principles and pushes the boundaries of creativity and includes newer forms of technology during any training intervention to encourage motivation and skills development/retention.

This individual is instrumental in planning, developing, implementing, and measuring the training return on investment of all training and development programmes ensuring that organisational objectives are met.

JUDGES WILL BE LOOKING FOR

1. Details of a training program you designed and delivered that changed the performance of your organisation. Include how you approached:
2. What challenges/resistance have you had to overcome as a trainer/facilitator in your Contact Centre? How did you identify the problem/process or challenge and how did you resolve it?
3. Results and outcome from this initiative
4. Provide an actual example of the problem statement, action taken and the result of the actions of the training programs you have delivered. Please include reports or evidence that supports this.
5. Based on Industry best practice what Innovative ideas have you applied to your training delivery or approach? Detail the problem, the solution that you devised and the impact that it has had.
6. Reference what post-training support is provided by you and how is the effectiveness measured?
7. What additional information are you able to provide that shows why you should be considered as the best in the country for this award?

This category is open to any contact centre or customer service operation that has delivered a structured learning and development programme of activity.

Submissions should outline:

• The overall framework and
• How the programme links to the organisation’s
• What methods have been used to develop and deploy the programme?
• The impact of the programme on the operation, employees, and
• How the success of the programme has been measured and what results are being realised.
• How the programme has been

This person will be skilled in identifying the needs of his/ her internal customers – their team – and show how to collectively harness the power of teamwork. Strong leadership skills will be displayed, and the winner will demonstrate how processes can be combined with a creative management approach, which when done successfully translates into meeting and exceeding KPI’s. Individuals in this category are also known as Team Coaches / Team Leaders and generally will manage a team of between 12 -15 agents. The winner will demonstrate outstanding coaching skills and people development ability, strong operational rigour and will be adept at motivating, directing and empowering others.

1. Outline the structure of your contact centre and explain who you report to and how many people report to you. Describe why it’s an ideal structure
2. Elaborate/outline what your main responsibilities are within your function. What are your key performance areas (KPI’s)
3. Describe a time when you received negative/developmental feedback that you have had to accept regarding your professional demeanour or performance. Tell us how you handled the situation.
4. Describe how you measure and monitor the quality outputs of your team. Explain what you do (using examples where possible) to identify quality issues, drive performance improvement and leverage information that could enhance the quality of service/sales that the company provides.
5. Describe a time where you identified a problem within your team/organisation/or a process and you suggested a change that was accepted. Please include the problem statement, the recommendation, and the results of this change.
6. Why do you believe you should be chosen as the Best Contact Centre Supervisor in the country?

This award is given to the individual who manages part of or all the day-to-day operations and can demonstrate innovative and strong approaches or methodologies to maintain or improve operational performance

JUDGES WILL BE LOOKING FOR

1. What is your total annualised attrition for your full-time staff per annum? Please include the calculation used to ensure a proper understanding of how you report attrition and include the reasons for turnover (what would the % be for each?).
2. Keeping the reasons for staff turn-over in mind, what innovative ideas and approaches have you applied within your centre to decrease this turnover? What have the results been? Please attach data to demonstrate the impact of your initiatives.
3. Reference to how you are tracking employee satisfaction from results obtained.
4. Elaborate on how you have used technology as a key driver of innovation for your business
5. How do you measure the customer experience that you provide
6. How do you drive a culture of quality within your centre? Detail your quality strategy, include the measurements used.
7. Details on the use of data to drive performance improvements?
8. An overview of the future strategy and how you plan to innovate to improve or ensure maintained operational results.

This category will recognise organisations/people that have used data and insight to drive improvements to a customer contact operation or wider business. Organisations that have used operational data that delivered actionable insights to enable a change to a process or an approach that has had a positive impact on the customer or employee experience are invited to enter.

Judges will be looking for:

• Evidence of a structured approach to the collection, reporting and analysis of data.
• How data is converted into usable reports, and correlations and trends are identified.
• How insights were used to enable a performance improvement or deliver a business case for change.
• Examples of how insight has been used to improve the customer and/or employee experience.
• How the ongoing use of data and insights is used to monitor business performance and the success of any changes made.
• Lessons learnt in how data can impact the business, and how the data framework is evolving.

Submissions are invited from outsourced contact centres located at a single site.

Entries should include two or more client case study that evidences how they manage clients, value colleagues and how they do business and are developing their proposition.

Submissions should outline:

• Evidence of an efficient and effective customer and employee

focused operation.

• A clear understanding of the contact centre’s role within their own and their clients’ businesses at all levels, with appropriate resources and systems in place to ensure ongoing success.
• Robust people processes including recruitment, learning and development and employee engagement.
• A people-centric environment with effective communication
• Appropriate reward and recognition
• Evidence that the frontline is involved in decisions that impact
• Evidence of the positive impact of the centre on their own company and their clients as a whole.
• Clear targets and measures and performance against
• Clients are not permitted to be part of this category

Entries should include two or more campaign case studies that evidences how they manage the campaign, value colleagues and how they do business and are developing their proposition.

Judges will be looking for:

• Evidence of an efficient and effective campaign and employee

focused operation.

• A clear understanding of the contact centre’s role within the business at all levels, with appropriate resources and systems in place to ensure ongoing success.
• Robust people processes including recruitment, learning and development and employee engagement.
• A people-centric environment with effective communication
• Appropriate reward and recognition
• Evidence that the frontline is involved in decisions that impact
• Evidence of the positive impact of the centre on the company as a
• Clear targets and measures and performance against
• Clients are not permitted in this category