The European customer contact community came together last night at the 25th edition of the prestigious European Contact Centre & Customer Service Awards (ECCCSAs) to celebrate excellence from across the continent.
Finalists and industry leaders from 44 European countries gathered in London for a night of recognition, innovation and entertainment. Hosted by the acclaimed broadcaster Anita Rani, there was also a special appearance from sporting legend and most successful cyclist in Olympic history, Sir Jason Kenny.
This year’s awards highlighted the breadth and depth of talent across Europe, with winners ranging from global household names to fast-growing challenger brands and purpose-driven charities. Well-known organisations such as BMW, British Airways, Booking.com, EE, HSBC, The LEGO Group, Sage, Santander and TUI stood alongside Fibrus, Ditto Music and StepChange Debt Charity, demonstrating the rich variety of companies delivering exceptional customer service.
ING in Romania was named Contact Centre of the Year, underlining the growing strength of customer operations in Eastern Europe. Poland also shone, with Alior Bank winning Best Employee Experience, reinforcing the country’s reputation for people-centred leadership. Unisys delivered a particularly strong performance, securing both Outsourced Contact Centre of the Year and Best Pan-European Customer Contact Operation.
Meanwhile, energy companies demonstrated their commitment to supporting those most in need by sweeping all three top spots in Best Approach to Supporting Vulnerable Customers. UK Power Networks impressed the judges, taking home Best Customer Experience.
All 31 categories were judged through a rigorous and fully independent process overseen by Professor Moira Clark, Chair of the Judges. With judges drawn from multiple European countries, the process ensured fairness, neutrality and cultural balance across all categories.
“The quality of entries this year demonstrates the extraordinary progress being made across Europe,” said Moira.
“Our judges uphold the highest standards of independence, reviewing entries across borders to ensure every finalist is assessed fairly. The 2025 winners truly represent the best of the best.”
Reflecting on the night, Leigh Hopwood, Managing Director of the ECCCSAs and Chair of the European Customer Contact Alliance, praised the achievements of this year’s finalists:
“The organisations recognised tonight are delivering life-changing support to customers and colleagues across Europe. Whether a growing brand, a charity, a public service or a global enterprise, every winner reflects a commitment to exceptional service. Congratulations to all our 2025 ECCCSA winners and thank you to everyone who supports these awards – together we can make a difference.”
Sabio, headline sponsors of the ECCCSAs, has been a staunch supporter of the awards programme since its inception. Ioan MacRae, their Chief Revenue Officer, said last night:
“This awards programme showcases the exceptional talent, innovation and dedication across Europe’s customer contact industry. From pioneering technology to outstanding service and employee engagement, the organisations that make it as a Finalist are setting the benchmark for excellence and inspiring the next generation of customer contact leaders. Congratulations to all the Finalists and the winners at last nights’ awards – it was a privilege to be in their company.”
Winners across all the award categories took to social media to celebrate their successes.
– Shawn Stanyer, Head of Customer Experience, Bank of Valletta, via LinkedIn.
“The ECCCSA journey has come to a close and I could not be prouder of what we achieved as a team. This year the awards received thousands of submissions across Europe, followed by a rigorous judging process.
“Our work was selected and we reached the finals in two award categories, placing us within the top one hundred organisations on a European stage. This was not just a moment for us. It was a moment for Malta and for Bank of Valletta plc,”
– Danielle Doherty, Senior Director of Services at Concentrix.
“You can’t always see the fast impact of learning programs in real time, but you can always feel the shift in the people. ”
“That’s why our Bronze ECCCSA with Egencia for Most Effective Learning & Development Programme, received yesterday evening in London, means so much.”
– Sabina Onwuka, Head of Customer Services, London Borough of Barking and Dagenham.
“We did it and got bronze in Best Innovation in Customer Services at the #ecccsa European Contact Centre & Customer Service Awards (ECCCSA) London Borough of Barking and Dagenham.”
“Just being in the room with over 44 countries across Europe and soooo many entries, I’m so proud of team and what we have achieved.”
– Lee Ooms, Head of Customer Services BPO, TUI Group.
“We’re excited to share that TUI Customer Services brought home two major awards at yesterday’s prestigious European Contact Centre & Customer Service Awards (ECCCSA), one of the largest customer service award programmes in Europe, with organisations from 44 countries participating.”
Celebrating its 25th year, the ECCCSAs continue to be Europe’s largest and longest-running customer contact awards programme and remain widely recognised as the benchmark for excellence in the industry. Many winners describe the achievement as akin to “winning an Oscar” within the customer contact profession. The 2025 ceremony delivered another unforgettable evening in London, with world-class hosting, examples of customer excellence from across Europe, and the unmistakable sense of celebration that has become synonymous with the ECCCSAs.
The greatest awards programme in the European customer contact industry.
The European Contact Centre & Customer Service Awards is the longest running and largest awards programme in the European customer contact industry. The programme recognises organisations across Europe that are leading the way in delivering exceptional service to customers.
Overseen by Moira Clark, Chair of the Judges, Professor of Strategic Marketing at Henley Business School and Director of the Henley Centre for Customer Management, the awards are highly regarded for their robust judging process. The ECCCSAs award organisations that continually innovate to improve the customer experience, value their people and operate efficiently and effectively.
ECCCSA winners often liken the achievement to ‘winning an Oscar’, highlighting just how respected and prestigious the ECCCSAs have become in raising the profile of the customer contact operation, its capabilities and its stars.
Winners get the recognition they deserve by celebrating their achievements at the prestigious awards evening – this year’s ceremony taking place on Tuesday 25 November 2025 at Evolution, Battersea Park, London.
For additional information on the ECCCSA Awards visit their Website
