Winners of the European Call Centre Awards

The overall winner was British Gas in Cardiff

Find out who the other winners are and take a look through our pictures of the event…
European Call Centre of the Year – Winner – British Gas Cardiff

One of the judges, Paul Weald, Managing Director of RXP commented “What was so impressive about British Gas was how they embraced cultural change by moving away from focusing on hard measures to focus instead on having an engaged workforce.  They spent time understanding the behavioural impact on each customer”.

Contact Centre Manager of the Year

Winner – Aileen Barclay, Contact Centre Manager, Jobcentre Plus Contact Centre Directorate (CCD), Dundee, UK (pictured above)

• Highly Commended – Ian Hayhoe, Senior Operations Manager, Telefónica O2 UK, Preston Brook, UK

Shortlisted:

• Eoin O’Sullivan, Customer Care Manager, Telefónica O2, Limerick, Ireland
• Fran Hudd, Contact Centre Manager, Her Majesty’s Prison Service (HMPS), Newport, UK
• Jeremy Keigan, Customer Service Manager, United Utilities, Warrington, UK
• Kate Butland, UCAS Customer Service Manager, UCAS, Cheltenham, UK
• Sharon Slinn, Senior Operations Manager, Customer Relations, Telefónica O2 UK, Leeds, UK
• Sylvia Collis, CSC Head of Operations, Cable and Wireless, Manchester, UK

Lifetime Achievement –

Winner – Simon Roncoroni, Director, Simon Roncoroni Consulting

Shortlisted:

• Ann-Marie Stagg
• Colin Shaw
• Mike Havard

Advisor of the Year

• Winner – Renata Wolniewicz, Support Services – Operations lead, Dell Ireland, Dublin, Ireland
• Highly Commended – Scott Barker, Customer Advisor, Aviva, Glasgow, UK

Shortlisted:

• Hayley Hollands, Mortgage Sales Consultant, Royal Bank of Scotland, Norwich, UK
• Raj Dhillon, Customer Advisor, United Utilities, Warrington, UK
• Ranbir Humphreys, Sales and Service Advisor, CPP Group, Tamworth, UK
• Shazad Yousaf, Crisis Loan Decision Maker, Jobcentre Plus, Halifax, UK

Best Centre for Customer Service

• Winner – Telefónica O2 UK (Tesco Mobile), Bury, UK
• Highly Commended – RIAS, Dorset, UK

Shortlisted:

• Deutsche Telekom Kundenservice, Bonn, Germany
• Logica, Bridgend, UK
• RBS Direct Brands Mortgages, Norwich, UK
• The Camping and Caravanning Club, Coventry, UK

Best Centre to Work For

• Winner – British Gas Cardiff, Cardiff, UK
• Highly Commended – LV=, UK

Shortlisted:

• Aviva, Glasgow, UK
• CompuCredit UK, Crawley, UK

Best Product at Call Centre Expo

Winner – SkillsPlanner by Silver Lining Solutions

Shortlisted:

• Aspect Unified IP v6.6 by Aspect
• Nexidia Enterprise Speech Intelligence (ESI) by Nexidia
• Pre-hire candidate assessment software by PreVisor UK
• SmartPoint Version 4 by Smartpoint Technologies

Best Improvement Strategy

• Winner – British Gas Cardiff, Cardiff, UK
• Highly Commended – Nottinghamshire Police, Nottingham, UK
• Highly Commended – Telefónica O2 UK, Preston Brook, UK

Shortlisted:

• HEROtsc, Falkirk, UK
• Royal Bank of Scotland, Glasgow, UK
• United Utilities, Warrington, UK

Best Medium to Large Sized Call Centre

• Winner – Coventry Building Society, Coventry, UK

Shortlisted:

• Cable and Wireless, Manchester, UK
• Holiday Extras, Hythe, UK
• Telefónica O2, Limerick, Ireland
• The Listening Company, Richmond, UK

Best Small Call Centre

• Winner – Britvic Soft Drinks, Solihull, UK

Shortlisted:

• GoResponse, Sittingbourne, UK
• The Camping and Caravanning Club, Coventry, UK
• United Utilities, Warrington, UK

Best Use of Technology

• Winner – Telefónica O2 UK (Transformation Programme), Preston Brook, UK
• Highly Commended – British Gas Cardiff (Customer Feedback Tool), Cardiff, UK

Shortlisted:

• The Listening Company (Webchat), Richmond, UK
• Versatel (Knowledge Management Application), Flensburg, Germany

Large Team of the Year

• Winner – Dell Ireland with EMEA Solutions Support Team (SST), Dublin, Ireland

Shortlisted:

• BSKYB with the Broadband and Talk Technical Management Team, Dunfermline, UK
• CPP Group (CPP) with the Claims Team, York, UK
• Telefónica O2 with the Data & Internet Team (D&I), Limerick, Ireland

Non-European Call Centre of the Year

• Winner – 24/7 Customer, Bangalore, India
• Highly Commended – Intelenet Global Services, Mumbai, India
• Highly Commended – KenCall EPZ, Nairobi, Kenya

Shortlisted:

• Ken Tech Data Nairobi, Kenya
• Logica, Bangalore, India
• Telkom, Centurion, South Africa

Small Team of the Year

• Winner – Aviva with Horizon Customer Care Team, Norwich, UK
• Highly Commended – UCAS with The Schools and Colleges Team, Cheltenham, UK

Shortlisted:

• London General Insurance Ltd (LGI) with The John Lewis Partnership Service Plan Team, Mitcheldean, UK
• Thomson Reuters Legal with Sweet & Maxwell International Customer Service IMPEX Team, Andover, UK

Special Award

• Winner – Sarah Billman, Aviva

Industry Champion

• Winner – Cheryl Black, Telefonica O2

Best Multi-Channel Contact Centre

• Winner – CEZ, Pilsen, Czech Republic
• Highly Commended – The Listening Company, Richmond, UK
• Commended – LV=, UK

Best Outsourcing Partner

• Winner – The Listening Company, Richmond, UK

Shortlisted:

• arvato services Bertelsmann, Brandenburg, Germany
• RESPONSE, Glasgow, UK
• Wunderman, Coventry, UK

Best Campaign

• Winner – HM Revenue & Customs (HMRC) with the Tax Credit (TC) Outbound Campaign, Peterlee, UK
• Highly Commended – Coventry Building Society with the Poppy Bond Appeal, Coventry, UK

Shortlisted:

• Sitel with Park Resorts Campaign, Stratford-Upon-Avon, UK

Best Virtual Call Centre

• Winner – Jobcentre Plus Contact Centre Directorate (CCD)
• Highly Commended – Siemens IT Solutions & Services (Siemens) with NS&I

Shortlisted:

• Oceans Connec

Corporate Responsibility Award

• Winner – Homeloan Management Limited (HML), Derry, Northern Ireland
• Highly Commended – TD Waterhouse, Leeds, UK

Shortlisted:

• HM Revenue & Customs

Best People Practice

• Winner – Cable and Wireless, Manchester, UK
• Highly Commended – Denplan, Winchester, UK

Shortlisted:

• Coventry Building Society, Coventry, UK
• Gem, Belfast, UK
• United Utilities, Warrington, UK

If you recognise anyone in these photos please could you let us have the names – Thanks

A big thanks to Carl Adkins of Infinity CCS for inviting Jonty to join his table at the awards.

Related Pages

Winners of the North West Contact Centre Awards

  

The Good Call Centre Awards Guide

  

Call Centre vs. Contact Centre

  

Call centre dress codes

  

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