EUROPEAN CONTACT CENTRE AWARDS
2005
JUDGING GUIDELINES UK
Judging is undertaken during a site visit.
Two judges attend each visit; this is typically a board member or cooptee, and sponsor/advisor.
Each judging session lasts between sixty and ninety minutes and covers:
– Tour of the call centre with the nominee
– Structured interview with nominee using the assessment pack (45 minutes max)
– Short interview with the nominee’s immediate manager using the assessment
pack (15 minutes max)
– Short interview with one of the nominee’s direct report using the assessment
pack (15 minutes max)
Each candidate has to give :
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Job description
Personal development plan
Recent performance statistics
Biography/CV
And the winner is….
Last year’s winner was:
Tracy Westwood
From Huntleigh Healthcare
Name of the Trophy:
Call Centre Manager of the Year
Tracy achieved an astonishing perfect score during her visit from the
judges and subsequent “mystery shopping” call, looking at her staff
and their development, internal communication, culture and
environment, policies and legislation compliance as well as service
performance and organisationnal efficiency.
The 2005 UK’s award is given the next April the 28th
JUDGING GUIDELINES SPAIN
This prize is granted by the IFAES (International Faculty for Executives) &
AEECC (Spanish Call Center Experts Association) every year in the closing
ceremony of the Contact Center & CRM Solution Congress. This year’s
competition has been extremely difficult as the methodology for granting
the award Has varied from previous years.
All Call Centers competing have to go through a very tough evaluation
process of more than 100 random real calls. Additionally we have been
audited and diagnostic under the criteria of the new Contact Center
Quality Certification Norms; which contemplates important aspects such
as: Human Resources Process; Training & Coaching / Feedback
methodology, work environment, employee satisfaction; SLA's;
Accessibility to the Call Center (including VR); Customer Satisfaction
Feedback & FCR; which guarantees the Quality Service the Award means
to Recognize.
And the winner is….
Maria José Fernandez Vivas
From
American Express Tarjetas
Name of the Trophy:
CRC Oro
Excellent for its quality in customer care service
JUDGING GUIDELINES SWITZERLAND
It corresponds to the following evaluation grid
Criteria
Grade of Innovation
Effect on employee satisfaction and the internal
culture of the company
Challenge of entrepreneurship
Special difficulties of the starting-situation
Fastness of project-realization
Creativity of project-realization
Economic result / Performance of entrepreneurship
Total result
Score
1-10
(10 is High-Score)
And the winner is…
Daniel Hügli
From Luzerner Kantonalbank
Name of the Trophy:
CAT Award
JUDGING GUIDELINES ITALY
In Italy there are two kinds of Awards:
1) Call Center Day. Best companies versus these actions:
Institutions and Schools
Customers
Employers
There is a CMMC Committee for the final evaluation of each
Company/Call Center participation
2) Managers of the year
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CRM
HR
Quality
Innovation
First indications from main suppliers (IT, HR..), than CMMC
Committee makes the selection and, finally, Italian Call Center
Community vote his candidate through CMMC web site.
And the winner is…
DHL ITALIA
Name of the Trophy:
Best CCDay 2004, for Customers
Best CC Manager 2004, for HR
JUDGING GUIDELINES GERMANY
The candidates have to fill in an
application form and assessment matrix
Criteria
Quality specifications
Quality assurance
Complaint handling
Escalation scenarios
Measures for continuous quality
improvement
Management responsibility
Reference for customer satisfaction
Total result
Score
1-10
10 is High-Score)
Plus a
short
written
statement
for the
assessment
And the winner is:
Nicholas C. Denissen
From
Cyberport.de GmbH
Name of the Trophy:
CCF Quality Award – Customer Staisfaction
JUDGING GUIDELINES FRANCE
There are 4 kinds of Trophies:
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The best customer relationship management
The best technological innovation
The best social practices
The best customer strategy
The European award concerns the « Best customer relationship
management B to C»
There is a questionnaire to fill in
All the Call Centers competing have to go through a very tough
evaluation process of random real calls, mystery shopping e-mails
made by an independent organization and evaluated by a jury of
call center experts.
And the winner is….
Martine Favre
From
American Express
Name of the Trophy:
Best customer relationship B to C
Excellent for its quality in B to C Customer Care
Service
JUDGING GUIDELINES IRELAND
What objectives were set?
Measures of success
Use of benchmarking in formulation of customer service/sales and other
performance objectives
Integration of your Contact Centre within the organisation as a whole and
the business benefits expected and experienced
Demonstration of call statistics
Conversion rates from sales programme
Staff training and development at all levels
Levels of staff retention
Innovative recruitment strategy
Understanding and use of technology, both now and in the future
Reward and recognition systems for excellent performance of staff and
management
And the winner is….
Last year’s winner was:
Carolyn Fullen
From
The Bank of Ireland 365
Their submission recognised the combined efforts of all
staff in delivering and maintaining service quality, a
customer ethos, business improvement and a people
focus.
What about the rest of the european countries
The following countries have not yet
defined a call center award in their
country:
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Belgium
Poland
CONGRATULATIONS TO
EVERYBODY!!!