Company Awards
As these are team categories, entries must be written by the team themselves and endorsed by a line manager.
h) Y defnydd mwyaf arloesol o’r Gymraeg mewn Ganolfan Gyswllt
Mae’r fenter hon yn ceisio gweld beth yw lefel y defnydd o’r Gymraeg yn amgylchedd gwaith arferol y ganolfan gyswllt. Dylai fod wedi body n llwyddiant gweladwy yng ngolwg clientiaid/cwsmeriaid allanol a gyda staff. Nodwch ei amcanion, sut y cafodd ei roi ar waith a’r prif ddeilliannau.
h) Most Innovative Use of Welsh in a Contact Centre
This award is looking for an initiative that has brought the medium of Welsh into the normal working environment of the contact centre. It must have been a demonstrable success both with external clients/customers and with staff. The entry needs to show how the initiative addressed its objectives, how it was delivered and the key outcomes.
i) People Development Award
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.
j) 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 give evidence of positive outcomes. It must also include evidence of the impact of the initiative on the objectives and performance of the business.
k) Customer Service Award
This award is looking to reward an initiative from an in-bound or out-bound contact centre that has addressed particular customer service issues, including customer satisfaction, sales - in-bound and out-bound - to ensure that business objectives are met. The entry needs to address the objectives, how the initiative was delivered and the key outcome(s). The judges will also be looking for evidence such as mystery shoppers, complaints, compliments etc.
l) Improving Effectiveness of Shared Services Operations
This award is specific to the shared services sector and looks to reward effectiveness as judged by the customer/users of the shared services centre. The entry can be from a team within a shared services centre or on behalf of the whole centre. The judges will be looking for feedback on the improved performance from the users or customers, whether they are internal or external. Effectiveness will be judged on value, worth and usefulness of a service over and above efficiency or cost and simply user satisfaction.
m) Best Utilisation of Technology Award
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.
n) Best Contact Centre – under 100 seats
This new award is attributed to a contact centre with less than 100 seats that demonstrates leading practice for both staff and customers. The judges will be focusing on two areas:
- How you are an employer of choice? The entry should outline your recruitment strategies, what makes you an employer of choice, your commitment to training and development and how you provide a great physical environment to work in.
- How does your centre underpin the running of the overall business strategies? Please include evidence of how the centre contributes to the wider business, how the centre delivers world class service to its customers and what makes the centre an extraordinary place to work.
Please note that the second judging stage of this category will be made by a site visit.
o) Best Contact Centre – over 100 seats
This new award is attributed to a contact centre with more than 100 seats that demonstrates leading practice for both staff and customers. The judges will be focusing on two areas:
- How you are an employer of choice? The entry should outline your recruitment strategies, what makes you an employer of choice, your commitment to training and development and how you provide a great physical environment to work in.
- How does your centre underpin the running of the overall business strategies? Please include evidence of how the centre contributes to the wider business, how the centre delivers world class service to its customers and what makes the centre an extraordinary place to work.
Please note that the second judging stage of this category will be made by a site visit.
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