Winners 2016

Service Excellence Recognised at CCA Excellence Awards 2016

The Winners Are....

Glasgow, 18 November 2016: More than 500 senior customer executives from leading public and private sector brands gathered in Glasgow last night to celebrate and recognise achievements in service excellence at CCA Excellence Awards 2016.

The benchmark for customer service excellence was raised with organisations 'neck in neck' for the top spot in many of the award categories. The competition was so tight this year that CCA introduced a new 'Special Judges' Awards to recognise the high quality of two submissions in particular.

More than 160 shortlisted nominees battled it out for the winning entry in more than 20 categories.

CCA Chief Executive Anne Marie Forsyth said: “Delivering world class customer service consistently in today’s 24/7 world requires exceptional people who can live up to exacting standards. I would like to warmly congratulate all of our winners who do just that on a daily basis. The success of NHS24, Journeycall and ESB Networks who achieved special awards for their CCA accreditation, underlines the valuable role CCA Global Standard© plays in driving continuous improvements that result in excellent service for customers.”

Chairman of the judging panel Andrew Mends said: “This year’s winners should be exceptionally proud because it was by far the most competitive field ever with a record number of international as well as UK entrants. Our panel of 30 judges had a very difficult task due to the quality of submissions being so high. We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service.”

CCA Excellence Awards Gala Dinner was sponsored by Plantronics. Paul Clark, Managing Director, Plantronics Europe and Africa commented, “Contact centres can be busy, high pressure environments. Customer service can be hard and demanding. So, we’re proud to sponsor an event that showcases the best from this industry. From incredible teams, tireless leaders to amazing projects, we love seeing the innovation, determination and passion that fuels you all to succeed.”

CCA Excellence Awards 2016 sponsored by Salesforce. The winners are:

Director of the year
WINNER	Iain Harnett, Tesco Bank
WINNER	Suzette Bouzane Meadows, KCOM
Innovation in Customer Service
WINNER	Tesco Mobile CCI Team
Highly Commended	Digital Real Time Alerts, MBNA
Most Effective Training Programme
WINNER	LV=
Highly Commended	Sky UK
Innovation in BPO - A partnership approach
WINNER	Capita O2 Partnership
Special Judges Award	Webhelp & Shop Direct
Contact Centres: Great Places to Work
WINNER	Teleperformance Portugal
Highly Commended	LV=
Best Customer Experience Centre of the Year Awards
WINNER	LV=
Special Judges Award	Virgin Money plc
Corporate Social Responsibility in Customer Service
WINNER	Standard Life
Best Technology Partnership
WINNER	DVLA & Salesforce
Most Effective Use of Social Media
WINNER	O2 Social Media Team
Professional of the Year - category sponsored by Search
WINNER	Brian Muir - Barclays Stockbrokers
Highly Commended	Joanna Barker - Sky UK
Manager of the Year
WINNER	Lynda Fletcher - MBNA Limited
Contact Centre Team of the Year - BPO & Outsourcing
WINNER	CPM and Airbnb CX Team
Contact Centre Team of the Year - Financial Services
JOINT WINNER	Barclays Video Banking Team
JOINT WINNER	Financial Support - The Co-operative Bank
Contact Centre Team of the Year - Public Sector
WINNER	DVLA Contact Centre Team 6
Contact Centre Team of the Year - Telco, Utilities, Retail & Leisure
WINNER	BBCOE Pipeline Team - Sky UK
Overall Team of the Year
WINNER	CPM and Airbnb CX Team
CCA GLOBAL STANDARD© ACHIEVEMENT AWARDS
Small Centre of the Year
WINNER	ESB Networks
Medium Centre of the Year
WINNER	Journeycall
Large Centre of the Year
WINNER	NHS24
Professional of the Year - Bronze Award
WINNER	Amy Todd, HMRC
Professional of the Year - Silver Award
WINNER	Joanne Hurst, The Co-operative Bank
Professional of the Year - Gold Award
WINNER	Remi Majaro, Financial Conduct Authority
LEADERSHIP IN CUSTOMER SERVICE AWARDS
WINNER	Ian Black, Coventry Building Society
WINNER	Carole Evans, DVLA
WINNER	Paula Kennedy, Convergys
WINNER	Christine Nunn, Student Loans Company
WINNER	Lyn Kirkland, Royal Bank of Scotland
EMERGING LEADER AWARDS
WINNER	Conor Seery, Gas Networks Ireland
WINNER	Katie Downs, Barclays
WINNER	Maureen McIntosh, SGN
WINNER	Jennifer Harte, Gas Networks Ireland