ECCCSA17…and the winners are….

The winners and runners up of the European Contact Centre & Customer Service Awards, ECCCSA 2017 were revealed to a room of 1,100 guests at last night’s gala dinner.

The awards ceremony organised by Call Centre Management Association, CCMA was held at Evolution, in London’s Battersea Park and hosted by journalist, newsreader and television presenter Fiona Bruce.  Fiona was accompanied on stage by someone who is no stranger to winning awards, Sir Steve Redgrave CBE Olympic, Commonwealth and World Rowing Gold Medallist.

ECCCSA17 organised by Ann-Marie Stagg, CEO of CCMA, hosted by Fiona Bruce with special guest Sir Steve Redshaw CBE.

LtoR Fiona Bruce, Ann-Marie Stagg of CCMA & Sir Steve Redgrave CBE

This years’ awards have seen European nominations from across the continent including Belgium, Bulgaria, France, Germany, Greece, Hungary, Ireland, Netherlands, Poland, Russia, Spain, Sweden, Turkey, Ukraine and the United Kingdom.

All of the shortlisted organisations have been through a rigorous judging process, including face to face interviews by ECCCSA’s panel of industry leading experts.  The judging also included site visits to each of the organisations shortlisted in Contact Centre of the Year and Employer of the Year – Great Place to Work categories.

See the full list of the Gold, Silver and Bronze winners below:

Innovation and Technology Awards

Best Application of Technology

Gold WorldRemit
Silver Barclays Bank
Bronze Tele2 and Now Interact

Best Innovation in Technology

Gold Tele2 and Now Interact
Bronze Vodafone UK
Silver Ocado

Best Innovation in Business Transformation

Gold Genesys and DWP
Silver Ocado
Bronze Vodafone UK

Best Innovation in Business Transformation

Gold Genesys and DWP
Silver Rank Digital
Bronze Affinity Water

Best Innovation in Customer Service

Gold Vestel
Silver Talk Talk
Bronze Akinika

Most Effective Improvement Strategy

Gold YapiKredi Bank
Silver TUI Group
Bronze EE

Most Effective Self-Service Initiative

Gold GoCardless
Silver Talk Talk
Bronze Belfius

Best Risk/Fraud Management Initiative

Gold Lloyds Bank and Pindrop
Silver Metro Bank
Bronze Barclays Bank

Most Effective Learning and Development Programme

Gold Aegon UK
Silver Sitel
Bronze Actavo

Team Awards

Best Customer Service Team of the Year (Small)

Gold Webhelp and Unilever
Silver CPM, Barcelona
Bronze Barclaycard, Teesside

Best Customer Service Team of the Year (Large)

Gold Three
Silver Bupa, Manchester
Bronze Lego

Best Complaints Management Team

Gold Santander
Silver Three UK and Tech Mahindra Business Services
Bronze New Day

Best Quality Management Team

Gold Barclays Premier and Offshore Quality Team
Silver DAS Legal Expenses
Bronze Biffa Waste Services

Best Operational Support Team

Gold OVO Energy Chimps
Silver Lego
Bronze 4Life Direct

Customer Experience Awards

Best Multi/Omni-Channel Customer Experience

Gold Barclays Bank
Silver BGL Group
Bronze Nominet

Most Effective Customer Experience in Social Media

Gold Barclaycard
Silver First Utility
Bronze Thames Water

Best Voice of the Customer Initiative

Gold Co-op Customer Membership Services
Silver Atom Bank
Bronze EE and NICE

Best Collaboration of Marketing and Customer Service

Gold Merseyrail
Silver Coloplast
Bronze Park Christmas Savings

Organisation Awards

Best Corporate Social Responsibility

Gold Sykes
Silver East Sussex Highways
Bronze Affinity Water

Outsourcing Partnership of the Year

Gold Sitel and John Lewis Partnership
Silver Sky and Firstsource
Bronze Webhelp and First Utility

Employer of the Year – Great Place to Work (Small)

Gold Ops Talent
Silver OVO Energy
Bronze 4Life Direct

Employer of the Year – Great Place to Work (Large)

Gold Booking.com, Amsterdam
Silver Amigo Loans
Bronze Homeserve

Contact Centre Awards

Best Multi-Lingual Contact Centre

Gold Teleperformance, Greece
Silver Booking.com, Berlin
Bronze Wiggle

Outsourced Contact Centre of the Year

Gold Ventrica
Silver Firstsource, Middlesbrough
Bronze GFM ClearComms

Small Contact Centre of the Year

Gold Legal & General
Silver National Grid
Bronze Virgin Wines

Medium Contact Centre of the Year

Gold Firstsource, Middlesbrough
Silver Journeycall
Bronze Coloplast

Large Contact Centre of the Year

Gold BGL Contact Centres
Silver Barclays Bank
Bronze Bupa, Specialist Patient Support, Manchester

Judges Special Award

Presented to Pusula Call Center for their work with the Syrian refugees in Turkey