Contact Centre Association of Singapore

The 5 th Annual Singapore Call Centre Awards and 2 nd Regional Call Centre Awards 2005

The 5 th Annual Singapore Call Centre Awards 2005 - Awards Categories

CORPORATE CATEGORIES

	Best Internal Call Centre of the Year Over 50 Seats
	Gold : S$1200.00 worth of shopping vouchers + trophy Silver : S$800.00 worth of shopping vouchers + trophy Bronze : S$600.00 worth of shopping vouchers + trophy
	* Finalists will be nominated for the Regional Awards

	Best Internal Call Centre of the Year Under 50 Seats
	Gold : S$800.00 worth of shopping vouchers + trophy Silver : S$600.00 worth of shopping vouchers + trophy Bronze : S$400.00 worth of shopping vouchers + trophy
	* Finalists will be nominated for the Regional Awards

	* Open to all call centres, contact centres, help desks, telemarketing centres, service centre where :
	The predominance of work involves handling customer interaction via the telephone, email and/or webchat The centre is a wholly owned subsidiary of a company or corporation and the centre does NOT do work on behalf of other clients

	Best Outsource Call Centre of the Year
	Gold : S$800.00 worth of shopping vouchers + trophy Silver : S$600.00 worth of shopping vouchers + trophy Bronze : S$400.00 worth of shopping vouchers + trophy
	* Finalists will be nominated for the Regional Awards
	* Open to all call centres, contact centres, help desks, telemarketing centres, service centres where :
	The predominance of work involves handling customer interaction via the telephone, email and/or webchat The centre is a separate entity to the company or corporation it's agents represent This award will also covers co-sourced call centres (whether on the clients' premises or the outsourcers' premises)

	Best New Call Centre of the Year (Less than 12 months of operation)
	Gold : S$800.00 worth of shopping vouchers + trophy Silver : S$500.00 worth of shopping vouchers + trophy Bronze : S$300.00 worth of shopping vouchers + trophy
	* Finalists will be nominated for the Regional Awards
	* Open to all call centres, contact centres, help desks, telemarketing centres, service centres where :
	The predominance of work involves handling customer interaction via the telephone, email and/or webchat The company does not have any other operational call centres in the country (including outsourced or co-sourced seats) The centre has been in 'live' operation for less than 12 months
	- Must be less than 12 months from date of first live contact to 1 June 2005 - Proof of 'go live' date will be required
	Entry for Corporate Category: Number of seats will apply to the total number of seats (physical seats rather than staff) that a company has in the country. Therefore smaller cells within overall larger centres may not enter the 'Under 50 Seats' categories. Where there is doubt, the judges or CCAS may ask for proof of the call centre size. Multiple companies owned by one parent may enter separately as long as the call centres are separately managed and operated.

	INDIVIDUAL CATEGORIES

	Best Call Centre Manager (Over 50 seats)
	Gold : Represent Singapore in the Global Manager Awards in Year 2006 + Trophy+ Certificate Silver : S$350.00 worth of shopping voucher + trophy + certificate Bronze : S$200.00 worth of shopping voucher + trophy + certificate
	* Finalists will be nominated for the Regional Awards

	Best Call Centre Manager (Under 50 seats)
	Gold : Represent Singapore in the Global Manager Awards in Year 2006 + Trophy + certificate Silver : S$350.00 worth of shopping voucher + trophy + certificate Bronze : S$200.00 worth of shopping voucher + trophy + certificate
	* Finalists will be nominated for the Regional Awards
	* Open to managers of call centres, contact centres, help desks, telemarketing centres and service centres where :

	Over 50 Seats
	The predominance of work in the centre involves handling customer interaction via telephone, email and/or webchat The entrant has only team leaders or supervisors reporting to them - not call centre representatives directly reporting (support roles may report directly) The candidate has held the manager role for a minimum of twelve months as at 1 June 2005 (proof required) Job title may include : Call Centre Manager, Operations Manager, Customer Service Manager, Service Centre Manager or similar

	Under 50 Seats
	The predominance of work in the centre involves handling customer interaction via telephone, email and/or webchat The company does not have more than 50 physical call centre seats (in total) in the country The entrant may have representatives reporting directly to them if no Team Leader/Supervisor level exists (ie. The call centre is too small to require the Supervisor level) The candidate has held the manager role for a minimum of twelve months as at 1 June 2005 (proof required) Job title may include : Call Centre Manager, Operations Manager, Customer Service Manager, Service Centre Manager or similar

	Best Call Centre Team Leader (Over 50 seats)
	Gold : S$500.00 worth of shopping voucher + trophy + certificate Silver : S$350.00 worth of shopping voucher + trophy + certificate Bronze : S$200.00 worth of shopping voucher + trophy + certificate

	Best Call Centre Team Leader (Under 50 seats)
	Gold : S$500.00 worth of shopping voucher + trophy + certificate Silver : S$350.00 worth of shopping voucher + trophy + certificate Bronze : S$200.00 worth of shopping voucher + trophy + certificate
	* Open to team leaders and supervisors of call centre, contact centres, help desks, telemarketing centres and service centres where :
	The predominance of work in the centre involves handling customer interaction via telephone, email and/or webchat The team leader has only CSRs reporting to them - not other supervisors (this would form a manager entry) The candidate has held the team leader role for a minimum of twelve months as at 1 June 2005 (proof required) The Over/Under 50 Seats rule applies

	Best Customer Service Representative (Over 50 seats)
	Gold : S$500.00 worth of shopping voucher + trophy + certificate Silver : S$350.00 worth of shopping voucher + trophy + certificate Bronze : S$200.00 worth of shopping voucher + trophy + certificate

	Best Customer Service Representative (Under 50 seats)
	Gold : S$500.00 worth of shopping voucher + trophy + certificate Silver : S$350.00 worth of shopping voucher + trophy + certificate Bronze : S$200.00 worth of shopping voucher + trophy + certificate
	* Open to representatives in call centre, contact centres, help desks, telemarketing centres and service centres where :
	The predominance of work in the centre involves handling customer interactions via telephone, email and/or webchat The candidate's primary job role involves direct customer interactions The candidate has held the role for a minimum of six months as at 1 June 2005 (proof required) Job title may include : Representative, Customer Service Officer, Telemarketer, Help Desk Analyst or similar Over/Under 50 Seats rule applies

	Best Call Centre Champion (Over 50 seats)
	Gold : S$500.00 worth of shopping vouchers + trophy + certificate Silver : S$350.00 worth of shopping vouchers + trophy + certificate Bronze : S$200.00 worth of shopping vouchers + trophy + certificate

	Best Call Centre Champion (Under 50 seats)
	Gold : S$500.00 worth of shopping vouchers + trophy + certificate Silver : S$350.00 worth of shopping vouchers + trophy + certificate Bronze : S$200.00 worth of shopping vouchers + trophy + certificate
	* Open to support staff in call centres, contact centres, help desks, telemarketing centres and service centres where :
	The predominance of work in the centre involves handling customer interactions via telephone, email and/or webchat The candidate's role supports the ongoing operation of the call centre, however they do not engage in actual customer contact The candidate has held the role for a minimum of six months as at 1 June 2005 (proof required) Job title may include : Workforce Planner, Trainer, Quality Monitor, Coach , IT Support, Campaign Manager, Admin Coordinator or similar The Over/Under 50 Seats rule applies

	Entry for Individual Category Each company is allow to submit 3 entries per category (Maximum 12 entries in all)