UK National Contact Centre Awards – Winners Announced

UK National Contact Centre Awards – Winners Announced

• Winners announced at a gala dinner at The Brewery in London last night (14 May)
• The industry’s largest award programme in the UK attended by 750 industry professionals
• In its 24th year, the awards are the UK’s longest running awards programme in the industry
• Winners were presented their trophies by Boyzone singer Keith Duffy


Last night the winners of the UK National Contact Centre Awards were announced to a full house of over 750 industry professionals at The Brewery in London.

Industry leaders from RBS Ulster Bank, Sage, AXA Insurance, and Teleperformance were crowned winners of the Contact Centre Manager of the Year for large, medium, small and outsourced centres respectively. They were delighted to receive their awards from Boyzone’s Keith Duffy.

“With over 750 people in attendance we’re delighted to say this was the biggest UK National Contact Centre Awards yet,” said Ann-Marie Stagg, Chief Executive at the CCMA (Call Centre Management Association – Pictured Centre).

“With a record number of entries as well our independent judges interviewed more people than ever. The standard was so high that all the finalists can be justly proud of themselves, and the Gold winners really are the best of the best.”

A delighted Nichola Hall, from Sage UK, winner of Contact Centre Manager of the Year – Medium said, “I still can’t quite believe I’ve just won our industry’s top award for contact centre managers. I look at the career trajectories of previous winners and I’m so proud to follow in their footsteps.”

The team from Most Positive Impact on the Community winner, Clwyd Alyn Housing Assocation, said, “This is an amazing result for our contact centre team. It reflects all the positive work we do throughout our communities, and the contact centre is at the heart of that.”

HSBC picked up six awards on the night including Golds for Most Effective Employee Engagement Programme and Training/Coaching Manager. Sage and emovis also walked away with four wins each, including Gold for Team Leader/Manager Sales and Best Diversity and Inclusion Programme respectively.

Ben Broome, Head of Premier Advice at HSBC, said, “What a performance by all our people and teams, we couldn’t be more proud. That we won Gold awards for Training/Coaching and Employee Engagement demonstrates the commitment we’ve put into making HSBC a great company to work for – which pays huge dividends for our customers and shareholders as well as our staff.”

The awards have a strong reputation in the industry for the robustness of its judging process which includes face-to-face interviews with every shortlisted nominee and visits up and down the country by a panel of experienced industry professionals.

“The judging process commands a lot of time and resources, but it’s a commitment we are happy to make to ensure that we seek out and recognise the right role models,” said Ann-Marie.

Other winners on the night included NHS Professionals for Team Leader/Manager Service, Aegon for Business Improvement Team, and Teleperformance with Gold and Bronze in the Contact Centre Manager of the Year, Outsourced category.

UK National Contact Centre Awards 2019
Individual Awards
Contact Centre Support ManagerGill MorrisHermes – Europe
Resource Planning/Workforce Management ManagerLeanne DaviesEndsleigh Insurance
Quality ManagerColeen KellyAssurant
Customer Experience ManagerLaura WelchHome Group
Training/Coaching ManagerMichelle McInallyHSBC
Business Improvement ManagerGareth EmbreyLloyds Bank International
Team Leader/Manager Rising StarAsjad MahmoodMetro Bank
Team Leader/Manager Multi-channelEdward VanderleeDiabetes UK
Team Leader/Manager TechnicalSophie BoshellVirgin Media
Team Leader/Manager SalesLyndsey StephensonSage UK
Team Leader/Manager ServiceCarol BryanNHS Professionals
Contact Centre Manager Awards
Contact Centre Manager - OutsourcedDavid LuttonTeleperformance
Contact Centre Manager of the Year - SmallStefan MarshAXA Insurance
Contact Centre Manager of the Year - MediumNichola HallSage UK
Contact Centre Manager of the Year - LargeNeil ArmstrongRBS – Ulster Bank
Team Awards
Best Diversity and Inclusion Programme – Colleague Supportemovis
Most Positive Impact on the CommunityClwyd Alyn Housing Association
Most Effective Employee Engagement Programme SmallHSBC
Most Effective Employee Engagement Programme LargeTesco Mobile Capita Partnership
Organisation Awards
Digital TeamSevern Trent
Learning and Development Team Knowhow
Contact Centre Customer Support Team British Telecom
Contact Centre Colleague Support Team emovis
Contact Centre Operations Support Team Barclaycard
Business Improvement TeamAegon
Operational Excellence TeamAgeas

Additional Information
The UK National Contact Centre Awards

The longest established awards for the UK contact centre industry are now in their 24th year and recognise those individuals and teams in the industry who are working to make their contact centres professional and industry leading. The awards have an excellent reputation across the industry for being of a very high standard. All of the shortlisted nominees go through a comprehensive judging process, including face to face interviews.

Enter the UK National Contact Centre Awards for free Click Here

About CCMA

The Call Centre Management Association (CCMA) aims to support the country’s contact centre managers by providing opportunities to network, openly share best practice, and increase their skills and knowledge through specialist training. The CCMA is the country’s longest-established association representing the customer contact industry in the UK since 1994.

For additional information on the CCMA visit their Website

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