UK National Contact Centre Awards – Winners Announced

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Last night the winners of the UK National Contact Centre Awards were announced to a full house of over 750 industry professionals at The Brewery in London.

Industry leaders from RBS Ulster Bank, Sage, AXA Insurance, and Teleperformance were crowned winners of the Contact Centre Manager of the Year for large, medium, small and outsourced centres respectively. They were delighted to receive their awards from Boyzone’s Keith Duffy.

Ann-Marie Stagg

“With over 750 people in attendance, we’re delighted to say this was the biggest UK National Contact Centre Awards yet,” said Ann-Marie Stagg, Chief Executive at the CCMA (Call Centre Management Association).

“With a record number of entries as well, our independent judges interviewed more people than ever. The standard was so high that all the finalists can be justly proud of themselves, and the Gold winners really are the best of the best.”

A delighted Nichola Hall from Sage UK, winner of Contact Centre Manager of the Year – Medium said: “I still can’t quite believe I’ve just won our industry’s top award for contact centre managers. I look at the career trajectories of previous winners and I’m so proud to follow in their footsteps.”

The team from Most Positive Impact on the Community winner, Clwyd Alyn Housing Assocation, said: “This is an amazing result for our contact centre team. It reflects all the positive work we do throughout our communities, and the contact centre is at the heart of that.”

HSBC picked up six awards on the night, including Golds for Most Effective Employee Engagement Programme and Training/Coaching Manager. Sage and emovis also walked away with four wins each, including Gold for Team Leader/Manager Sales and Best Diversity and Inclusion Programme respectively.

Ben Broome, Head of Premier Advice at HSBC, said: “What a performance by all our people and teams. We couldn’t be more proud. That we won Gold awards for Training/Coaching and Employee Engagement demonstrates the commitment we’ve put into making HSBC a great company to work for – which pays huge dividends for our customers and shareholders as well as our staff.”

The awards have a strong reputation in the industry for the robustness of the judging process, which includes face-to-face interviews with every shortlisted nominee and visits up and down the country by a panel of experienced industry professionals.

“The judging process commands a lot of time and resources, but it’s a commitment we are happy to make to ensure that we seek out and recognise the right role models,” said Ann-Marie.

Other winners on the night included NHS Professionals for Team Leader/Manager Service, Aegon for Business Improvement Team, and Teleperformance with Gold and Bronze in the Contact Centre Manager of the Year, Outsourced category.

For a full list of winners and photos of the event visit

Author: Robyn Coppell

Published On: 15th May 2019 - Last modified: 22nd May 2019
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