The North East Contact Centre Industry Announce 2020 Award Winners


A photo of the 2020 NECCA Awards

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

Published On: 27th Nov 2020 - Last modified: 1st Dec 2020
Read more about - Call Centre News



Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.