UK National Contact Centre Awards 2017 Winners

On Tuesday evening (15th May 2017) the winners of the UK National Contact Centre Awards were announced to a full house of over 700 industry professionals at The Brewery in London. Leaders from HMRC, Sky, Network Homes, and Parseq were crowned winners of the coveted Contact Centre Manager of the Year categories for large, medium, small, and outsourced centres respectively, and were delighted to receive their award from Spandau Ballet and Eastenders star, Martin Kemp.

“It was once again a night to remember!” said Ann-Marie Stagg, CEO at the CCMA (Call Centre Management Association) which organises the awards. “Seeing talented people get recognised for the incredible work they are doing to raise the standards in contact centre operations is exactly why we run this award programme.”

Following two months of face-to-face interviews, panel presentations, and site visits up and down the country, 15 individuals won Gold awards including Catherine Lindsay from Hermes for Customer Experience Champion of the Year following her Silver win in 2016 for Contact Centre Manager of the Year – Medium. This year Catherine was recognised for influencing and improving Hermes’ customer experience across the organisation.

Sarah Williams of Network Homes, winner of Contact Centre Manager of the Year – Small, picked up her award in front of 20 colleagues including her CEO. “It’s such an honour – for me and my whole team – to be recognised by the industry for our hard work,” she said. “This really has been the highlight of my career and one of the best nights of my life. I’m so excited to have been able to share it all with my team here.”

Iain Gibson of Parseq, winner of Contact Centre Manager of the Year – Outsourced, was described as an inspirational manager by the judges. Iain himself commented, “I couldn’t do what I do every day without the team I have behind me.”

The team at Sky UK walked away with two Golds including the award for Most Positive Impact on the Community for their Sky Academy Skills Studio contact centre operations, where thousands of young and vulnerable members of the local community have been helped to improve their confidence and communication skills. “It’s a superbly-run programme backed up by caring people and dedicated resources,” said Ann-Marie. “Competition was incredibly tough in that category and we were proud to see how all the nominees were giving back to their communities.”

HIVE Connected Homes were ecstatic to win Overall CCMA Team of the Year which is nominated by all the judges on the basis of which organisation displayed the best team work during face-to-face judging and site visits. “As individuals, the HIVE team are each fantastic, but as a team they are a brilliant, high energy unit pulling together for common goals,” said Ann-Marie Stagg. “Their enthusiasm simply blew us all away.”

Commenting on the continued growth of the UK National Contact Centre Awards, Ann-Marie Stagg said, “With a two-month, rigorous, face-to-face judging process we’ve established a reputation as the blue-ribbon awards for our industry in the UK. It has been good to see that borne out by both the number and quality of entries this year, as well a record-breaking number of attendees at the Gala Dinner.”

She went on to say, “I’d like to add my personal thanks to everyone who participated, including our sponsors and especially the judges who have committed a lot of time and effort. And of course, to all the winners, who have demonstrated they are making a positive impact in our industry.”

Contact Centre Support Manager Boyden Manns Endsleigh Insurance
Customer Relations Manager David Linbourne Directline Group
Resource Planning Manager Fiona Cameron HIVE
Quality Manager Mark Cassidy Virgin Media
Business Improvement Manager Jackie Ingoe Northern PowerGrid
Customer Experience Champion Catherine Lindsay Hermes
Team Manager – Rising Star Emma Clarke Northview Group
Team Manager – Collections Kerry Barker Wescot
Team Manager – Multi-channel Gemma Tripp Pelican Business Services
Team Manager – Sales Leanne Brooks Barclaycard
Team Manager – Service Joanne Schofield Assurant
Contact Centre Manager of the Year – Outsourced Iain Gibson Parseq
Contact Centre Manager of the Year – Small Sarah Williams Network Homes
Contact Centre Manager of the Year – Medium Carol Beveridge Sky
Contact Centre Manager of the Year – Large Mitchell Brown HMRC

Team Awards

Award Company
Social Media Team of the Year Ocado
Webchat Team of the Year Fusion
Learning and Development Team of the Year Directline Group
Overall Team of the Year HIVE

Organisation Awards

Award Company
Most Effective Health and Wellbeing Programme BUPA
Most Effective Homeworking Programme L&Q Housing
Most Positive Impact on the Community Sky UK

Additional Information

ccma.awards.logo.feb.2017The UK National Contact Centre Awards 2018 will open for nominations in December, and the Gala Dinner will take place on 15 May 2018.

The longest established awards for the UK contact centre industry are now in their 22nd 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 awards for by Clicking Here

ccma_logo.2014The 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.

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