The CCA Excellence Awards took place on 7 November in Glasgow.
The event was hosted by comedian Hugh Dennis, and CCA announced winners in 20 different categories, including the coveted ‘Contact Centre of the Year’ award.
The Winners 2012
Agent of the Year 2012 (collected by Gill Brockett)
Back Office Team of the Year 2012
Best Customer Experience 2012
Best Outsourcing Partnership 2012
Best Technology Partnership 2012
Complaints Team of the Year 2012 (collected by Andrew Mends, Chair of CCA Excellence Awards Committee)
BEST CUSTOMER EXPERIENCE CENTRE OF THE YEAR
Winner: Barclays Wealth and Investment Management
Highly Commended: LV=
CONTACT CENTRES: GREAT PLACES TO WORK
Winner: LV=
Highly Commended: Everything Everywhere
MOST EFFECTIVE TRAINING PROGRAMME
Winner: DVLA Contact Centre
Highly Commended: Capita BBC Audience Services
CORPORATE SOCIAL RESPONSIBILITY IN CUSTOMER CONTACT
Winner: Nationwide Building Society
Highly Commended: Bank of America
PROFESSIONAL OF THE YEAR: AGENT
Winner: Stacey Gowran, T-Mobile
Highly Commended: Nick Kkafas, Serco
PROFESSIONAL OF THE YEAR: TEAM LEADER
Winner: Amanda Cradden, Barclays Wealth and Investment Management
Highly Commended: Sarah Mottram, Sky
PROFESSIONAL OF THE YEAR: MANAGER
Winner: Isobel McKendry, Telefónica UK Ltd
Highly Commended: Alexis Ward, Barclays Wealth and Investment Management
PROFESSIONAL OF THE YEAR: DIRECTOR
Winner: Peter Sinden, LV=
LIFETIME ACHIEVEMENT AWARD
Winner: Cheryl Black
Corporate Social Responsibility 2012
Director of the Year 2012
Lifetime Achievement Award 2012
Manager of the Year 2012
Most Effective Training Programme 2012
Most-Effective Use of Self-Service 2012
CONTACT CENTRE TEAM OF THE YEAR: B2B
Winner: Demand Management Team, HMRC
Highly Commended: Capita/O2 Business to Business Team
CONTACT CENTRE TEAM OF THE YEAR: B2C
Winner: Global Client Service Centres, Barclays Wealth and Investment Management
Highly Commended: Digital UK, MGt Plc
CUSTOMER SERVICE COMPLAINTS TEAM OF THE YEAR
Winner: CPM UK Ltd
Highly Commended: Sky
BACK OFFICE CUSTOMER SERVICE TEAM OF THE YEAR
Winner: Analysis and Incentive Team, Sky
Highly Commended: Sales and Quality Team, Sky
BEST OUTSOURCING PARTNERSHIP
Winner: City Park Technologies & American Express
Highly Commended: RESPONSE & Hiscox UK & Ireland
BEST TECHNOLOGY PARTNERSHIP
Winner: NewVoiceMedia & SHL
MOST EFFECTIVE USE OF SELF SERVICE
Winner: NHS Business Services Authority
MOST EFFECTIVE USE OF SOCIAL MEDIA
Winner: Tesco
OVERALL PROFESSIONAL OF THE YEAR
Winner: Amanda Cradden, Barclays Wealth and Investment Management
OVERALL TEAM OF THE YEAR
Winner: Global Client Service Centres, Barclays Wealth and Investment Management
OVERALL CENTRE OF THE YEAR
Winner: DVLA Contact Centre
Most Effective Use of Social Media 2012
Overall Centre of the Year 2012
Overall Professional of the Year 2012
Overall Team of the Year 2012
Team Leader of the Year 2012
Team of the Year B2B 2012
Team of the Year B2C 2012
Peter Sinden
Winner of Director of the Year, Peter Sinden, said: “It is a great honour to be named director of the year in a category that is judged by my peers, and I am delighted that we have been recognised for our work in making LV= an enjoyable place to work. We believe happy staff make happy customers so we place a great focus on ensuring our employees are empowered to make a difference and can enjoy their jobs.”
Author: Jo Robinson
Published On: 14th Nov 2012 - Last modified: 18th Aug 2025
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