|
General criteria for Corporate Award Categories:
-
Open to all contact centres, help desks, telemarketing centres & service centres where the predominance of work involves handling customer interaction via telephone, email and/or webchat
-
There can only be 1 entry from a company’s contact centre for any given country in any given corporate category and/ or program (Maximum 5 entries per company in all)
-
Each company’s call centre must aggregate the total number of seats under “1 roof “ (meaning physical seats rather than staff in a physical location) that the company has in the country for nomination for any given corporate category except for Outsource Contact Centres*. Therefore, smaller cells within overall larger centres may not enter the “Under 100 seats” categories [Where there is doubt, the judges or CCAS may ask for proof of contact centre size]
-
Multiple companies owned by one parent may enter separately as long as the contact centres are separately managed and operated and meet the conditions as stated in point 3 above
Best Contact Centre of the Year (Over and Under 100 seats)
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 Contact Centre of the Year
*Outsourced Contact Centres must be represented by one client’s work and not the entire centre. The centre is a separate entity to the company or corporation that its agents represent. This award will also cover co-sourced contact centres (whether on the clients’ premises or the outsourcers’ premises)
Best Technology Solution Contact Centre of the Year
The centre offers effective use of Technology in the areas of customer satisfaction, best call resolution and productivity gains
Best Contact Centre of the Year for Employee Retention Program
The centre with the best program to meet staff attrition along with related challenges like talent management and measures employee satisfaction whilst meeting business imperatives
Best Contact Centre of the Year for Customer Relationship Program
The centre with the best program designed to retain customers, measures customer satisfaction and anti-attrition campaign(s) applied whilst meeting business imperatives
Best Contact Centre of the Year for Outbound Campaign Program
The centre with best telemarketing program (campaign managed in-house or outsourced) which has proven customer satisfaction & business revenue measures along with strong campaign design
General criteria for Individual Award Categories:
Each company is only allowed to submit 3 entries per category (maximum 12 entries in all)
Best Contact Centre Manager of the Year
The entrant has held the manager role for a minimum of 12 months as at 1 May 2008 (proof required). Job title may include: Call Centre Manager, Contact Centre Manager, Operations Manager, Customer Service Manager, Service Centre Manager or similar
Over 100 seats:
The entrant has only team leaders or supervisors cum support units as direct reports and not contact centre professionals/representatives/agents reporting directly to him or her
Under 100 seats:
The company or corporation does not have more than 100 physical seats (in total) in the country. The entrant may have contact centre professionals/representatives/agents reporting directly to him or her if no team leader/supervisor level exists i.e. The contact centre is too small to require the said team leader/supervisor level
Best Contact Centre Team Leader of the Year (Over and Under 100 seats)
The entrant has only contact centre professionals/representatives/agents reporting directly to him or her, not other supervisors. The entrant has held the team leader role for a minimum of 12 months as at 1 May 2008 (proof required). The Over and Under 100 seats rule applies
Best Contact Centre Champion of the Year (Over and Under 100 seats)
The entrant’s role supports the on-going operation of the contact centre, however they do not engage in actual customer contact. The entrant has held the role for a minimum of 12 months as at 1 May 2008 (proof required). Job title may include: Workforce Planner, Trainer, Quality Monitor, Coach, IT Support, Campaign Manager, Administration Manager/Coordinator or similar. The Over and Under 100 seats rule applies
Best Customer Service Professional of the Year (Over and Under 100 seats)
The entrant’s primary job involves direct customer interaction. The entrant has held the role for a minimum of 12 months as at 1 May 2008 (proof required). Job title may include: Representative, Customer Service Officer, Telemarketer, Help Desk Analyst or similar. The Over and Under 100 seats rule applies |
Sponsorship Opportunities