The North East Contact Centre Industry Announce 2020 Award Winners Related Articles North East Contact Centre Awards 2022 Celebrates the Best in the Business Centrical Unveils the Select Award Winners! CX Excellence Award Winners Stand Out Train Team Leaders Well 440 Filed under - Contact Centre News This year’s winners of the North East Contact Centre Awards 2020 have been revealed in an Online Awards Ceremony. In a challenging year for the region’s contact centre industry, who have worked hard to deliver vital services in the face of increased demand and the switch to homeworking, the Awards honour individuals, teams and organizations who have gone above and beyond over the past 12 months. The Awards were broadcast live on YouTube on Friday 20th November, receiving almost 3,000 views from across the UK. Shortlisted nominees joined the event live, with winners being interviewed by the host, BBC broadcaster and journalist Charlie Charlton. Among those honoured were Sage, who won Large Contact Centre of the Year, and the NHS Business Services Authority, which won a Judges’ Special Award for an outstanding response to the Covid-19 pandemic. The list of finalists includes a wide range of public and private sector organizations demonstrating the vibrancy and diversity of the region’s Contact Centre industry and has a focus on individuals working at all levels. Here is that list of all winners: CUSTOMER SERVICE STAR Winner: Michelle Manson, North East Ambulance Service Highly Commended: Caroline Gallagher, Sage Finalists: Leanne Breen, Barclays, Marc Thompson, Sage, Melenie Doran, BGL Customer Services CUSTOMER SALES STAR Winner: Jess Guyatt, Worldpay Finalists: David Smith, Virgin Money, Carolyn Borthwick, Parkdean Resorts, Katy Pratt, Worldpay from FIS, Kelly Swinbank, Worldpay from FIS CUSTOMER MULTI-CHANNEL STAR Winner: Jennie Flynn, AND-E Highly Commended: Calvin Oldham, Sage Finalists: Rachael Chambers, BGL Customer Services, Charlotte Lawson, Whistl, Anna Hudson, Barclays SERVICE TEAM LEADER Winner: Shaun Hush, North East Ambulance Service Highly commended: Andrea Peel, BGL Customer Services Finalists: Michael McFarland, Sage, Trevor Johnson, Worldpay from FIS, Jonny Atkinson, Parkdean Resorts SALES TEAM LEADER Winner: Romana Moffatt, Worldpay Highly commended: Lynsey Heron, Sage Finalists: Corey Badminton, Parkdean Resorts, Paula Oliver, Kura MULTI-CHANNEL TEAM LEADER Winner: Jonny Bruce, Barclays Finalists: Darren McKenzie, AND-E (Aioi Nissay Dowa Insurance Europe), Kieren Grievson, Kura INSPIRATIONAL LEADER Winner: Nichola Hall, Sage Highly commended: Brendan Mannion, Barclays Finalists: David Molyneux-Johnson, Home Group, Lynn Huldie, North East Ambulance Service, Elaine Easton, Worldpay SUPPORT SUPERSTAR OF THE YEAR Winner: Kylie Smith, Sage Highly commended: Nick Watt, Northumbria Police Finalists: Holly Harris, Sage, Tracey Soulsby, North East Ambulance Service, Abby Mullholland, Firstsource APPRENTICE OF THE YEAR Winner: Rebecca Longstaff, Sage TEAM OF THE YEAR – CUSTOMER Winner: Customer Service Centre, Northumbria Police Highly commended: Lending Support Team, BGL Customer Services Finalists: Workforce Management Team, NHS Business Services Authority Operations Contact Centre NWG, Northumbrian Water RBS PPI Team, Firstsource HRP Outsource Team, Sage The Making it Easy Team, Worldpay from FIS TEAM OF THE YEAR – COMPANY Winner: Natural Conversations Project Team, The AA Highly commended: Customer Reliability Team, Sky Customer Operations Team, NHS Business Services Authority (NHS BSA) Resource Team, Sage Closing Team, Sage TEAM OF THE YEAR – COLLEAGUE Winner: People and Culture Team, AND-E (Aioi Nissay Dowa Insurance Europe) Finalists: Perform Team, Sage Colleague Engagement Team, Sage IT Services Team, Newcastle Strategic Solutions People Development Team, Sage TEAM OF THE YEAR – COMMUNITY Winner: Sunderland MI Community Team, BGL Customer Services Finalist: CCS Wellbeing and Inclusion Network Members, NHS Business Services Authority (NHS BSA) OUTSOURCING PROVIDER OF THE YEAR Winner: Kura Finalists: Whistl, Auxillis BUSINESS CONTINUITY & INNOVATION Winner: Newcastle Strategic Solutions Finalists: Northumbria Police, AND-E, EDF Energy, NHS BSA MOST EFFECTIVE EMPLOYEE ENGAGEMENT Winner: AND-E (Aioi Nissay Dowa Insurance Europe) Finalist: EDF Energy JUDGES’ AWARD Winner: NHS Business Services Authority (NHS BSA) CONTACT CENTRE OF THE YEAR – Under 250 SEATS Winner: SERCO Finalist: Parkdean Resorts CONTACT CENTRE OF THE YEAR – OVER 250 SEATS Winner: Sage Highly commended: BGL Customer Services Finalists: EDF Energy, NHS BSA, Auxillis Head judge Christine Allenson said: “In a year like no other, we have seen resilience, creativity and dedication from the region’s contact centres, who have gone above and beyond to keep vital services running for their customers.” “Although we were not able to get together for our traditional Friday night celebration, we were delighted to be able to announce the winners in a virtual format. Congratulations to all of our finalists, who have done a fantastic job this year. Everyone in the industry deserves an award!” Cllr Graeme Miller, Leader of Sunderland City Council, said “We sponsor the Awards because they are a fantastic way to recognize the massive achievements of people who have made contact centres one of the north east’s real success stories.” “The industry has proven its resilience time after time, continuing to recruit throughout the ups and downs of the economic cycle. It also remains a key source of jobs, and in Sunderland alone employs around 12,000 people and contributes over £216m a year to the economy in salaries alone.” To watch a recording of the awards, just follow the link: North East Contact Centre Awards 2020 For more information about the North East Contact Centre industry, visit: www.necca.co.uk Author: Robyn Coppell Published On: 27th Nov 2020 - Last modified: 1st Dec 2020 Read more about - Contact Centre News Recommended Articles North East Contact Centre Awards 2022 Celebrates the Best in the Business Centrical Unveils the Select Award Winners! CX Excellence Award Winners Stand Out Train Team Leaders Well Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter