CCA Excellence Awards 2014 Awards Shortlist announced

cca.logo.2014The CCA shortlist for the Excellence Awards 2014 have been revealed with the Award winners will be announced on 26th  November at the prestigious National Museum of Scotland in Edinburgh.

The CCA Excellence Awards is the most respected and sought-after recognition programme, unique through its peer group judging process. The judging panel includes professionals from all sectors and senior executives with wide-ranging experience in customer contact and customer service.

Back Office Customer Service Team of the Year

  • Barclays – GCE Support Team
  • British Gas
  • BSkyb – Sales Through Service Team
  • BSkyb – Knowledge Management Team
  • DVLA Contact Centre – Service Performance Team
  • LV=
  • Standard Life – Sales Quote Centre Team
  • Tesco Customer Service Centre – Store Service Business Support Team
  • Ulster Bank Ltd – Control & Planning Team

Best Customer Experience Centre of the Year

  • Awards Intelligence – Samsung Electronics (UK) Ltd
  • Barclays – GCSC
  • Capita Customer Management & National Trust SSC
  • Capita plc
  • LV= – Sales & Service Contact Centre
  • Teleperformance Portugal
  • Tesco Customer Service Centre
  • Ulster Bank – Direct Customer Contact Centre
  • Webhelp – Rothesay Site

Best Multi-Channel Programme

  • MBNA – Digital Comms Hub
  • Royal Bank of Scotland – Private 24 Direct Bank
  • Serco – Nintendo

Best Outsourcing Partnership

  • 60K Ltd
  • Capita O2 Partnership
  • HGS – Unilever Partnership
  • RESPONSE – Hiscox
  • Serco – Aegon
  • Serco – Nintendo
  • The Sykes-Citi Partnership C Rosso
  • Webhelp – Rothesay & Partner: Office Depot

Best Technology Partnership

  • Awards Intelligence – Samsung Electronics (UK) Ltd
  • Santander UK
  • Serco – LivePerson
  • Yodel

Contact Centre Team of the Year – B2B

  • Barclays
  • DHL Express Germany – Central Key Account Desk
  • Tesco Customer Service Centre – Communications and Engagement Team
  • Ulster Bank – Carlsberg Team

Contact Centre of the Year – B2C

  • Barclays – GCSC Team
  • BSkyb – Sheffield Contact Centre
  • BSkyb – Priority Customer Management Team
  • Department for Work and Pensions – International Contact Centre
  • LV= – Live Chat
  • MBNA – CAD Team
  • Standard Life – Customer Hub
  • Tesco Bank – Savings & Loans Operations
  • Ulster Bank – Direct Customer Contact Centre

Contact Centres; Great Places to Work

  • Barclays
  • Department for Work and Pensions – Newcastle Pension Centre – Futures Group
  • LV= – Sales and Service Contact Centre
  • MBNA – mbna eXplore program
  • National Express Ltd
  • NHS Business Services Authority – Contact Centre Services
  • One Vision Housing – Customer Service Centre
  • Plantronics BV
  • Teleperformance Portugal
  • Ulster Bank Ltd – Direct Customer Contact Centre

Corporate Social Responsibility in Customer Contact

  • 60K Ltd
  • Barclays
  • British Gas Smart Metering – HR Team
  • BSkyb – People Plan Team

Customer Service Complaints Team of the Year

  • AmicusHorizon
  • Barclays – Client Relations
  • CPM UK Ltd – Mars Consumer Care
  • CPM UK Ltd – L’Oreal Consumer Affairs Team
  • MBNA – CAO
  • National Express Ltd
  • One Vision Housing – Customer Complaints Team

Most Accessible Centre

  • To be announced

Most Effective Training Programme

  • Aviva Health – Operations Development Team
  • Barclays
  • Calcom – Staples
  • DVLA Contact Centre – Training & Development Team
  • Etihad Airways
  • LV= – Training Team
  • NPower & Blue Sky Performance Improvement
  • SouthWestern Business Process Services Ltd – Bord Gáis Energy Telesales Training, Kinahan
  • Standard Life – Customer Operations Training Hub
  • Ulster Bank Ltd – DCCC Training Team

Most Effective Use of Self Service

  • To be announced

Most Effective Use of Social Media

  • Scottish Water
  • Teleperformance
  • Tesco Customer Service Centre

Professional of the Year – Agent

  • Barclays – Ellie Derrick
  • Barclays – Mark Hutchison
  • British Gas – Shoemon Ahmed
  • Capita BBC Audience Services – Laurence Murray
  • Capita Customer Management – Ram Vadlamani
  • Department for Work and Pensions – Robert Dunn
  • HM Revenue & Customs – Philippa Purvis
  • RESPONSE – Kirsten Tipping
  • Serco – Mia De’ath
  • Standard Life – Lee Logan
  • Standard Life – Nicola Henry
  • Standard Life Assurance Ltd – Robert McGreevy
  • Tesco Customer Service Centre – Rachael Ayres

Professional of the Year – Team leader

  • 60K Ltd – Krassina Kitova
  • Capita Customer Management -Manish Parmar
  • Department for Work and Pensions – Sarah Kipling
  • Department for Work and Pensions – Cheryl Skedgel-Hill
  • HM Revenue & Customs – Paul Meads
  • LV= – Haley Jackson
  • Serco – James Butt
  • Serco – Matthew Winn
  • Webhelp – Ross Cumberlidge

Professional of the Year – Manager

  • British Broadcasting Corporation – Keith Jones
  • BSkyb – Andela Armstrong-Sitar
  • DVLA – Neil Cobley
  • DVLA Contact Centre – Allison Avo
  • HM Revenue & Customs – Cath Hay
  • MBNA – Michelle Doyle
  • MBNA – Kevin Bithell
  • Tesco Customer Service Centre – Pauline Barron
  • Ulster Bank Ltd – Bernie McHugh Sonner

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