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Best Collections Professional

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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)

Best Contact Centre Sales Professional Award

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As a highly effective achiever this person will demonstrate the skills and talent necessary to build and maintain a winning team that exceeds targets and is an integral part of their organisation’s success.    The winner will be able to provide insight into the sales methods and creativity that supports the accolade.

Best Domestic Outsource Contact Centre

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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 a 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 International Outsource Contact Centre (Large >200 Seats)

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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 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 International Outsourced Contact Centre (Small/Medium <200 Seats)

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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 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 Captive Contact Centre

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This award is looking for the best customer service facility in the country that houses 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.

Best External Support – VENDOR

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An Independent vendor/business partner providing technology, Human Resources services i.e. Training, Recruitment etc. services to support, improve business performance or resolve business challenges to the Contact Centre/BPO industry at large. These services must be contributory to the success of their clients or Company, providing innovate solutions to either the contact centre staff, company at large or the client’s customers.

Best Shared Services Centre

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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.

Best Vendor / External Support

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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.

Best Impact Sourcing Provider

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This award celebrates organisations for embracing Impact Sourcing. Successful contenders will be able to demonstrate how they hire excluded groups. While Impact sourcing communicates the positive impact on its employees and local community, teams also needs to display how they have enhance the industry by using Impact Sourcing as a management tool. Organisations who have embraced impact sourcing demonstrate real ROI by measuring things such as employee turnover, job satisfaction, absenteeism improvement; employee performance against company targets and show innovate and systemic people models which support impact sourcing as a sustainable way of doing good business.

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