EUROPEAN CONTACT CENTRE AWARDS 2005

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EUROPEAN CONTACT CENTRE AWARDS 2005
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JUDGING GUIDELINES UK

• Judging is undertaken during a site visit.
• Two judges attend each visit this is typically a
  board member or co-optee, 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 nominees immediate
  manager using the assessment pack (15 minutes
  max)
• Short interview with one of the nominees direct
  report using the assessment pack (15 minutes max)
  
• Each candidate has to give
• Job description
• Personal development plan
• Recent performance statistics
• Biography/CV

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And the winner is.

• Last years 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 UKs award is given the next April the
  28th

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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 years competition has
  been extremely difficult as the methodology for
  granting the award Has varied from previous
  years.
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• 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.

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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

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JUDGING GUIDELINES SWITZERLAND

• It corresponds to the following evaluation grid

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And the winner is

• Daniel Hügli
• From Luzerner Kantonalbank
• Name of the Trophy
• CAT Award

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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
• 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.

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And the winner is

• DHL ITALIA
• Name of the Trophy
• Best CCDay 2004, for Customers
• Best CC Manager 2004, for HR

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JUDGING GUIDELINES GERMANY

• The candidates have to fill in an application
  form and assessment matrix

Plus a short written statement for the assessment
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And the winner is
Nicholas C. Denissen From Cyberport.de GmbH
Name of the Trophy CCF Quality Award
Customer Staisfaction
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JUDGING GUIDELINES FRANCE

• There are 4 kinds of Trophies
• 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.

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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

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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

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And the winner is.
Last years 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.
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What about the rest of the european countries

• The following countries have not yet defined a
  call center award in their country
• Belgium
• Poland

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CONGRATULATIONS TO EVERYBODY!!!