CCAS Contact Centre Awards Categories 2023

CORPORATE CATEGORIES

Best In-House Contact Centre

The centre has to be a wholly-owned entity of a company, does not do work on behalf of other clients and does not share Contact Centre resources (such as quality assurance, workforce management, project management etc) with any other entity of the company in that country. In this category, the entire Contact Centre including any sub-units are considered to be in-scope and the seat size refers to the entire Contact Centre.

Best in-House Programme/Section Contact Centre
The centre has to be a wholly-owned entity of a company, does not do work on behalf of other clients and shares Contact Centre resources (such as quality assurance, workforce management, project management etc) with other Contact entity of the company in that country. In this category, only the named Programme/Section which is a sub-unit of the main Contact Centre is considered to be in-scope.

Best Outsourced Contact Centre
Outsourced Contact Centres must represent all of its programs and does not share Contact Centre resources (such as quality assurance, workforce management, project management etc) with any other entity of the company in that country. This award will also cover co-sourced contact centres (whether on the clients’ premises or the outsourcers’ premises). In this category, the entire Contact Centre including any sub-units are considered to be in-scope and the seat size refers to the entire Contact Centre.

Best Outsourced Programme Contact Centre
Outsourced Programme Contact Centres must be represented by one client’s Programme and shares Contact Centre resources (such as quality assurance, workforce management, project management etc) with other programs of the company in that country. This award will also cover co-sourced contact centres (whether on the clients’ premises or the outsourcers’ premises). In this category, only the named Programme/Section which is a sub-unit of the main Contact Centre is considered to be in-scope.

Best Social Media Contact Centre
Contact centres which demonstrate excellence in management of the social media channel for customer service leading to improved end-to-end multi-channel customer experience, thereby ensuring a high level of customer satisfaction. In this category, only the named Programme/Section which is a sub-unit of the main Contact Centre is considered to be in-scope.

Best Contact Centre Sales/Revenue Based Programme/Section

Contact centres which demonstrates excellence in management of sales / revenue generating based projects.  Projects could either be a inbound / outbound sales, telemarketing and upselling.  In this category, only the named Programme/Section which is a sub-unit of the main Contact Centre is considered to be in-scope.

Best Place To Work
Organisations that strive to be an employer of choice for contact centre professionals and have a strong work culture that enables people to develop and grow and feel engaged. The best workplaces should be able to showcase their approach to inclusion and diversity in the workplace, how employee engagement is measured and what results are being achieved. Voice of employees, Community give back, Recognition and rewards, Learning and Development opportunities, Health and overall Well-being, flexible work ideas are some of the other key elements that make up a great place to work.

SPECIAL CATEGORIES

Most Innovative Productivity Solution in a Contact Centre
Contact centres which most effectively improved the agent or contact centre productivity through a project or initiative that can be demonstrated through improved results in the Contact Centre metrics.

Best Customer Experience Delivered
Contact centres which improved the delivery of an outstanding end-to-end customer experience, thereby ensuring a high level of customer satisfaction and instilling a strong customer-focused culture that can be demonstrated through improved results in the Contact Centre metrics.

Customer Experience (CX) Mystery Shopper Awards
It will consist of mystery calls to your inbound program over 4-8 weeks period. The calls will be scored and you will be awarded based on your overall average score for the calls. 

INDIVIDUAL CATEGORIES

Best Contact Centre Manager of the Year
Applicants’ title may include: Call Centre Manager, Contact Centre Manager, Operations Manager, Customer Service Manager, Service Centre Manager, or similar. This individual does not manage contact center professionals (agents) directly and has key responsibility over Contact Centre metrics such as service, costs and revenue (if applicable). The seat size refers to the number of staff who report directly or indirectly to this Manager.

Best Contact Centre Team Leader of the Year
The applicant manages a team of contact centre professionals, representatives and agents reporting directly to him or her, and not to other supervisors. This individual would have full responsibility for the management of the team as well as day-to-day operations to ensure a high quality of service is delivered to end users/customers. The scope for Best Contact Centre Team Leader of the Year has been revised to cover that of the entire Contact Centre. Please note that the seat size refers to the entire Contact Centre.

Best Customer Service Professional of the Year
The applicant’s primary job function involves direct customer interaction and his/her job title may include: Representative, Customer Service Officer, Telemarketer, Help Desk Analyst, or similar. The seat size refers to the entire Contact Centre.

Best Contact Centre Support Manager of the Year
The applicant’s responsibility involves the strategic development and tactical planning of the support departments under the contact centre. Specific areas of responsibility may include training, quality assurance, WFM etc. The applicant would have people management responsibilities and report to the contact center leader and the applicant’s job title may include: Support Manager, Training Manager, WFM Manager, Quality Assurance Manager or similar. 

Best Contact Centre Trainer of the Year
The applicant’s responsibility involves direct execution of the in-house training for the contact centre. The applicant’s job title may include: Trainer, Staff Development Executive or similar. 

Best Contact Centre Quality Assurance Specialist of the Year
The applicant’s responsibility involves direct execution of the daily quality assurance tasks and driving the quality agenda of the contact centre. The applicant’s job title may include: Quality Specialist, Coach and Customer Experience Executive or similar. 

Best IT Infrastructure Support Specialist of the Year
The applicant’s primary job function is to support the IT and Telephony infrastructure of the contact centre. The applicant’s job title may include: IT Support Specialist, IT Project Specialist, TTI Engineer, TTI Technician, TTI Programme Manager, System Administrator or similar.

Best Human Resource Support Specialist of the Year
The applicant’s primary job function is to support the recruitment of the contact centre. The applicant’s job title may include: HR Recruiter or similar. 

Best Contact Centre Data Scientist of the Year *NEW*

The applicants' primary job function involves supporting the Contact Centre in creating value through analytics of the rich contact centre data. This person would be vital in helping the contact centre interpret and manage data so as to solve problems and recommend solutions. 

Contact Centre Champion of the Year *NEW*

This award recognises outstanding persons who champion the goals and objectives of the contact centre. The applicants have been in/or supporting the contact centre for at least 5-7 years. These individuals are recognised as the pillars of the contact centres.  

TERMS & CONDITIONS FOR AWARDS PARTICIPATION

A.   Entry Requirements

1. To even the playing field as bigger Contact Centres tend to have a more advanced supporting structure, there are some categories which have sub-categories to denote the size of the main Contact Centre or Programme/Section.
2. The sub-category applicable for a participant :

1. Where participant is the main Contact Centre, the seat size refers to the main Contact Centre
2. Where the participant is the Programme/Section, the seat size refers to the Programme/Section.

C.   Maximum Entry Limits

1. Only one sub-category in:

• Best In-House Contact Centre
• Best Outsourced Contact Centre

2. Limitation of participation in more than one Corporate category in Best In-House Contact Centre and Best Outsourced Contact Centre is allowed only if :

• The Contact Centres have separate CCAS membership and are named differently,
• The Contact Centres serve a different customer base,
• The Contact Centres do not share Contact Centre resources (such as quality assurance, workforce management, project management etc) i.e. they are managed separately,
• and the Contact Centres have a separate P&L and cost centres.

TERMS & CONDITIONS FOR SUBMISSION OF TEMPLATE

(I)   System Requirements

The templates require Microsoft(TM) PowerPoint(C) 2010, and have embedded Microsoft(TM) Excel 2010 tables. Therefore, you need a system that meets the above requirements.

(II)   All templates must be completed in full

• Exceeding the maximum word count as defined & requested or going beyond the space as provided by the template parameters will mean automatic disqualification.
• Where needed, please insert the phrase "Not Available" to indicate that the requested information has been considered and reflect inability to address the request as articulated.
• Do not insert or attached documents, excel or any object into the templates as they cannot be opened once the template is pdf.
• No slide should be added, deleted or left blank, unless otherwise indicated in the template.
• Template format must neither be altered nor should any attempts be made to over-ride the template parameters.
• All submissions must be made within the template framework or will be disqualified.
• Submissions must be in PDF format
• Participants must enter selected data into the on-line judging portal. The data entered is considered to be a part of the submission template and will be used by the judges.

(III)   CCAS reserves the right to disqualify any submission templates that:

• are incomplete
• have been tempered with
• have been amended
• or any participant who does not meet the criteria, terms & conditions as stated

OWNERSHIP, CONFIDENTIALITY & USE OF INFORMATION

1. CCAS places great importance to the confidentiality of all data relating to the Awards.
2. All judges and appointed parties will sign a NDA with CCAS.
3. All information collected as part of the Awards is owned by CCAS and all information submitted in the application form and entry templates shall remain the property of CCAS and will be governed by the NDA signed between CCAS and the judges and/or other parties appointed by CCAS.
4. CCAS reserves the right to use the information provided and/or collected in the Awards application form, submission template, mystery shopper and skills assessment for press release purposes, for the production of any feedback report, for the judges debrief held at the CCAS Symposium or similar event and for answering Contact Centre industry questions which the CCAS may receive from time to time. No formal approval will be made by CCAS prior to the use of this information as described.
5. In regards to the feedback report for the corporate category and mystery shopper, the reports will be delivered to the contact person listed in the application form.
6. CCAS is authorized to identify and publicize the winners in public media, not limited to the CCAS Website and national newspaper(s).
7. Winners may publicise their results in public media after obtaining CCAS authorization in writing.

TERMS AND CONDITIONS AND GENERAL REQUIREMENTS

1. There will be no refunds given for entry withdrawals.
2. Participants who did not provide any data in the on-line judging portal and/or mystery shopper and/or skills assessment will be scored zero for the relevant sections and will not receive the feedback report even if payment has been made.
3. Awards entrants are entitled to the early bird discount for the seats that are required to be purchased.
4. Winners commitment to CCAS :
       i. Winners of the corporate category shall make their winning Contact Centre available for a CCAS organized site-visit.
      ii. Winners of the individual category shall participate as a speaker in one CCAS event to be determined by CCAS