Individual Awards
All entrants must be nominated by a manager within the organisation. This could be a manager from another department eg the contact centre manager can nominate support staff. All entries from individual categories should be written in the third person and the individual nominated must counter declare the entry.
a) 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.
b) Contact Centre Agent of the Year
This category is for individuals who have demonstrated exceptional levels of service and vocational competence, in either a full or part-time capacity.
c) 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.
d) Contact Centre Manager of the Year – under 100 personnel
Open to individuals who have been managing less than 100 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.
e) Contact Centre Manager of the Year – over 100 personnel
Open to individuals who have been managing more than 100 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.
f) Contact Centre Trainer/Coach of the Year
This category is seeking a professional trainer 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 adverse to trying innovative new techniques to train and coach employees in a controlled environment.
g) Industry Champion
This category is looking to reward an individual who stands out as an ambassador for the contact centre industry as a whole. This person may have an active role in helping contact centres strive for better standards across any number of disciplines, or simply someone who is an inspiration to the sector. Most of all, they will need to have a passion for the industry. The award is applicable to anyone within the contact centre community, not necessarily someone who is actively running a call or contact centre. This is a ‘Chairman’s Choice’ and individuals are not able to enter themselves.
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