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2017 Categories & Criteria

Individual Categories

1) Apprentice of the Year  

This award will recognise apprentices who show outstanding occupational progress, practical and theoretical application, a positive approach to employment and excellent personal qualities. Apprentices must be on the company Apprentice Programme for a minimum of 12 months showing evidence of working towards their respective Apprenticeship framework level Evidence will be required of the apprentice’s contribution to the company/organisation they work in and their dedication to excel in achieving relevant qualifications. Submissions should be no more than 2 sides of A4 written in a 12-point typeface. Up to 1 additional A4 pages of attachments will be accepted. Please begin your entry with a 100-word summary of why your candidate should be voted Apprentice of the Year.

2) Newcomer of the Year 

This newaward will recognise non-managers working in a frontline role within a contact centre, who has been in post for a minimum of six months. The judges will be looking for evidence of exceptional vocational competence, achieving great results and making a difference within a short period of time, plus excellent interpersonal skills. Submissions should be no more than 3 sides of A4 written in a 12-point typeface. Up to 1 additional A4 pages of attachments will be accepted. Please begin your entry with a 100-word summary of why your candidate should be voted Newcomer of the Year.

3) Support Person of the Year

This category is for non-managers working in any contact support function within the organisation. The judges will be looking for evidence of enthusiasm, willingness, adaptability, determination and vocational competence, in either a full or part time capacity. Submissions should be no more than 2 sides of A4 written in a 12-point typeface plus 1 x A4 attachment. You will also need to start your submission with a 100-word summary of why your candidate should be Support Person of the Year.

4) Sales Agent of the Year 

This category is for individuals working at advisor grade in a sales capacity. It is appropriate for agents/advisors who have demonstrated exceptional levels of sales and vocational competence, in either a full or part time capacity. Entrants must demonstrate consistently high performance as an agent/advisor, achieve consistently strong results and make a real difference to their organisation. Submissions should be no more than 2 sides of A4 in a 12-point typeface plus 1 A4 attachment. Please start your submission with a 100-word summary of why your candidate should be Sales Agent of the Year.

5) Customer Service Representative of the Year

This category is for individuals working at advisor grade who have demonstrated exceptional levels of service and vocational competence, in either a full or part time capacity. The winner will be someone who goes above and beyond his or her day-to-day responsibilities to provide excellent customer service and support to their colleagues. Entrants must demonstrate consistently high performance as an adviser, achieve consistently strong results and make a real difference to their organisation. Submissions should be no more than 2 sides of A4 in a 12-point typeface plus 1 A4 attachment. Please start your submission with a 100-word summary of why your candidate should be voted Customer Service Representative of the Year.

6) Team Leader/Supervisor of the Year

This category is open to individuals who have been employed in the role for a minimum of six months and who demonstrate exceptional leadership, first-line management skills and vocational competence, in either a full or part time capacity. The Team Leader of the Year is a professional and inspirational person who leads by example and takes responsibility for the team. They ensure their colleagues’ experience of work is always a positive one. Entrants must demonstrate strong leadership, be results oriented, with a commitment to staff development, and have evidence of guiding their team to consistently high performance. Submissions should be no longer than 3 sides of A4 written in a 12-point typeface. Plus up to 2 sides of A4 attachments will also be accepted. Please start your submission with a 100-word summary of why your candidate should be Team Leader of the Year.

6) Trainer/Coach of the Year

This category is seeking a professional trainer or coach who applies best practice in learning theory to deliver training and development that achieves organisational objectives. The winner will take their role extremely seriously, training is meticulously planned and learning theory is applied with precision in order to get the best out of the people. Activity is tailored to the individual’s needs but also helps achieve departmental group objectives. This person’s training programmes have made a difference not only to individuals’ career objectives and the organisation, but also the participants’ quality of life and outlook. The winner is not averse to trying innovative new techniques to train and coach employees in a controlled environment. Submissions should be no longer than 3 sides of A4 written in a 12-point typeface. Plus up to 2 sides of A4 attachments will also be accepted. Please start your submission with a 100-word summary of why your candidate should be Trainer/Coach of the Year.

7) Support Manager of the Year

Open to individuals who have been managing a support team or function based in a contact centre (eg finance, marketing, HR, IT), for a minimum of six months, in either a full or part-time capacity. This award will recognise an individual who has shown exceptional leadership, innovation, broad management skills and vocational competence. The winner demonstrates ensures consistently high performance of the supprt team, communicates and shares the company’s vision/mission, and combines a commitment to the delivery of organisational objectives with an efficient and effective service. The winner will have successfully implemented innovative strategies that impact positively on the team and have a commitment to the continuous improvement of staff and self. Submissions should be no more than 6 sides of A4 written in a 12-point typeface. Up to 3 additional A4 pages of attachments will be accepted. Please begin your entry with a 100-word summary of why your candidate should be Support Manager of the Year.

8) Contact Centre Manager of the Year 

Open to individuals who have been managing personnel within a contact centre for a minimum of six months, this category looks to reward exceptional leadership, innovation, broad management skills and vocational competence in either a full or part-time capacity. The winner demonstrates exceptional leadership, ensures consistently high performance of the centre, communicates and shares the company’s vision/mission, and combines a commitment to the delivery of organisational objectives with an efficient and effective service. The winner will have successfully implemented innovative strategies that impact positively on the wider organisation and have a commitment to the continuous improvement of centre, staff and self. Submissions should be no more than 6 sides of A4 written in a 12-point typeface. Up to 3 additional A4 pages of attachments will be accepted. Please begin your entry with a 100-word summary of why your candidate should be Contact Centre Manager of the Year.

10) Hero of the Year 

This award will recognise your shining star – someone who has gone over and above the call of duty to enhance the smooth running of the operation.  Submissions should be no more than 3 sides of A4 written in a 12-point typeface. Up to 1 additional A4 pages of attachments will be accepted. Please begin your entry with a 100-word summary of why your candidate should be voted Hero of the Year.

Company Categories

As these are team categories, entries must be written by the team themselves and endorsed by a line manager. Submissions should be no more than 5 sides of A4 written in a 12-point typeface. Up to 4 additional sides of A4 attachments will also be accepted. Initiatives submitted must have been carried out from 2016 up to March 2017 .

For the Company Awards you need to tell us

11) Best Apprenticeship Development Programme

Open to Training Providers, Colleges and Companies, the Best Apprenticeship Development Programme Award celebrates businesses who can showcase their commitment, contribution and the success that Apprenticeships have brought to their organisation and apprentices. To enter, applicants must be based in SW England and have had a Business Skills apprentice/s within the last 12 months, or have an apprentice/s who is/are currently undertaking their apprenticeship programme for a minimum of 6 months. To be considered for the award, entrants must demonstrate their commitment to ensuring the programme supports and underpins the needs of the business and that of the individual. There must also be evidence of the long term commitment to ensuring that the apprentices are given a structured personal development and training programme which ensures that the apprentice delivers outstanding customer care and service.

12) People Development

This award will recognise companies that successfully address ongoing development needs for individuals, departments and whole organisations to see that business needs are met. The judges will be looking for examples of how people development affects the company ethos and how it is embedded in the company culture.

13) Support Team of the Year

From a support function team based in a contact centre (eg finance, HR, IT), this award will recognise an initiative delivered by teams or departments. The entry needs to outline the process, the driver(s) for implementation, key performance indicators and provide evidence of positive outcomes. It must also include evidence of the impact of the initiative on the objectives and performance of the business.

14) Customer Engagement 

This award recognises how you deliver exceptional levels of service to your customers and should include details of how you measure customer engagement – targets, performance against targets, KPIs, etc. Evidence can also include details of a multi channel approach eg: via digital, social, voice and web. 

15) People Engagement

This will be presented to a centre that puts its staff at the heart of the operation. The successful centre shows that front line people are the focus of the business. Your entry should include details of: 

16) Performance & Quality

This category will recognise an organisation or team which integrates the customer journey with front line people to ensure the highest levels of performance and quality. The winning organisation/team will demonstrate an integrated approach to operational measures which affect performance – combining quality monitoring and performance management techniques such as call recording and monitoring, MPS, coaching and development, speech analytics, complaints, reward and recognition – to deliver the most efficient service for the customer and the business.  

17) Best Use of Technology

The winning organisation will demonstrate how technology can be used to achieve organisational benefits while complimenting employee skills to allow them to do their job with greater effectiveness and efficiency. The winning organisation will show significant returns on the investment and incredible value for money as well as demonstrating excellence in implementation and integration to ensure disruption on stakeholders was minimised.

18) Business Improvement Strategy 

This award recognises how an organisation has created an improvement strategy for their people, systems or processes. The category can include workforce planning or any other improvement initiative. Evidence will be required of:

19) Outsourced Contact Centre of the Year

This category is for an outsourced contact centre with a highly successful business relationship with their client. To be successful in this category you must demonstrate: A clear understanding of your client’s aims and objectives. How you’ve helped them through the effective and professional delivery of a range of services. How you’ve implemented two-way communication channels between the outsourcing front line and client decision makers. Evidence of effective integration, investment in client relationship and transparency.

Please address the following questions/requirements:

20) Contact Centre of the Year (Inhouse)

This award is attributed to an inhouse contact centre that demonstrates leading practice for both staff and customers. The judges will be focusing on two areas:

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