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European Contact Centre & Customer Service Awards (ECCCSA) 2022 – Winners are revealed!

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Ukraine contact centre outsourcer Simply Contact was among the winners at the European Contact Centre & Customer Service Awards (ECCCSA) 2022, receiving a standing ovation for its Gold win in the Best Crisis Management Approach category.

Germany’s Home Shopping Europe won Most Effective Deployment of Artificial Intelligence. The judges said “this was a very impressive bot deployment demonstrating how you can service customers’ transactional needs whilst enhancing their experience”. The last award of the evening, Best Customer Experience, went to Three Ireland with the judges commending their “genuine omni-channel programme”.

Teleperformance once again showed their dominance, winning Gold for Best BPO Partnership (Large), Best Approach to Diversity and Inclusion and Outsourced Contact Centre of the Year. Both Gousto, the online recipe box retailer, and Webhelp won two Golds during the evening.

“I have to take my hat off to the Judges this year because the competition was strong across every category and identifying the best in Europe was an incredibly difficult job,” said Chair of the Judges and Global Chief Experience Officer – CX and Channel Performance at Ipsos, Helen Wilson. “The winners really deserve the recognition because they have pushed boundaries, delivered incredible customer experiences and truly value their people. Huge congratulations to them all.”

Gold winners of Best Supporting Team (Colleagues) was the Manager Advice Team at Bupa. Kirk Bradley, Director of Customer Service, was delighted with their success saying “the team has worked hard to create an environment where our managers can talk openly about the challenges they are facing. It’s good to hear the judges recognised that. I’m incredibly proud of them and I know we’ll celebrate this for a long time!”

“Congratulations to all the winners at these awards this year, Gold, Silver and Bronze,” said Craig Pumfrey, VP Corporate Marketing at Headline Sponsors, Sabio. “We are honoured to support these awards because we know that the credibility of the judging process uncovers the best in Europe, no matter how large or small their operation. Celebrating our great industry amongst a diverse array of functions, sectors, cultures and nationalities, all bound by a simple vision to deliver exceptional customer experiences, is an important step to raising standards and the profile of the important work all these organisations do for customers every day.”

Managing Director of the ECCCSAs and CEO at the CCMA (Call Centre Management Association) in the UK, Leigh Hopwood, was pleased to see so many colleagues from across Europe engage with the awards programme this year. “This one vision to deliver great CX is what bines us”, she said. “And that’s why we have started to build relationships with associations across Europe, so that we can work together to continue to raise the profile of the customer contact industry right across the continent by recognising the very best contact centre and customer service operations. We are looking forward to furthering this work in the coming years with the support of our committed sponsors and media partners.”

Now in its 22nd year, the largest and longest running customer contact awards programme in Europe revealed this years’ winners to over 1,200 guests from 32 countries. Hosted by the glamourous TV presenter and journalist, Fiona Bruce, with support from the legendary Linford Christie OBE, 34 categories were presented Gold, Silver and Bronze winners following a rigorous judging process.

Our very own Victoria Petch, Delegate Sales Manager at the Contact Services & Customer Services Summit, was also on hand to help present an award on the night.

For all the winners, click here.

ECCCSAs: 20 years in the making

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It’s 20 years since the first edition of the European Contact Centre and Customer Service Awards was launched. The industry was in its relative infancy and the awards evening was a comparatively small affair.

These days the awards are not only the longest running in the European customer contact industry but they are the largest with 24 countries entering and 1,300 people attending the awards evening last year.

So much has changed

Since the turn of the century, the customer contact industry has grown from strength to strength responding to changes in consumer behaviour, digitisation and globalisation. These are just some of the things that have changed:

  • Employee well-being

There is nothing like a pandemic to bring employee well-being into focus. However, long before now the industry has been focused on looking after its people and in recent years recognising that if you look after your people, your people look after your customers. We’ve seen this playout through working environments with fantastic facilities such as gyms, childcare, coffee shops and inspiring breakout areas. As we go through 2020 the industry is supporting its teams more than ever with access to mental health programmes and by enabling people to work from home. It will be interesting to see how employee policies adapt to a more flexible working approach going forward.

  • Advances in technology

Where do you start when it comes to technology? The industry has come a long way in the last 20 years; from the ACD to cloud comms, from stand-alone systems to integrated solutions, increased focus on security and compliance, automation, AI and robotics, sophisticated monitoring and reporting, bolt-on’s, add-on’s, modules and training to support it all. The technology stack for customer interactions is now more complex and impressive than ever before.

  • Multiple channels of choice

Driven by the availability of digital platforms and intelligent technology, consumers now have many channels to choose from to interact with organisations. Voice has remained a key channel of choice despite predictions of its demise to email. Social platforms, messaging and webchat have grown in popularity amongst consumers and now the use of video in those interactions is starting to be seen.

  • Consumer behaviour

The internet has given consumers access to more information, to share stories more readily and as a result consumer behaviour has changed significantly. Consumers are better informed and able to make decisions on who to buy from and why, before an organisation is aware they were even in the running. Recent months have demonstrated how much the consumer is in control of how they use technology, who they want to buy from and why they buy.

  • Listening to customers

Recent experiences have taught us the importance of listening to customers and responding to their wants and needs. But even before then, organisations have been surveying and listening to customers for a few years to gather insights in order to make more informed decisions about improving the customer experience in order to retain customers, because we all know it’s cheaper to retain than to acquire.

  • Access to information

The amount of information that is gathered and stored through customer interactions has been growing. There is almost too much data now available, if that’s possible, and the pressure is on to make sense of it, to turn it into useable information that can drive decision making. With artificial intelligence now able to do just that, leaders in contact centres and customer experience will be well placed to start driving the strategic agenda of any organisation that sincerely puts the customer front and centre.

  • Regulation and compliance

It is no surprise that as the industry has evolved more compliance and regulation has been imposed to protect customers, employees and organisations. Whether it’s TPS, PCI DSS, GDPR, employment law, health and safety or workers rights, these important regulations have helped to secure a professional and safe place for those that work in and interact with the customer contact industry.

Looking back, the industry has come a long way. And some of these enhancements and innovations took place very recently – not just since the pandemic took hold. Before then, last year. Some of the projects that were undertaken before February 2020 prepared organisations for this year and those projects should be celebrated.

If you have a project or a team that you want to recognise for moving your organisation forward, then why not enter the European Contact Centre and Customer Service Awards. Enter here today.

TTEC win 2 top awards at the 2019 ECCCSAs

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TTEC has won 2 awards in recognition of delivering customer experience excellence at the European Contact Centre & Customer Service Awards (ECCCSAs), held in London.

TTEC Krakow was awarded the prestigious “Outsourced Contact Centre of the Year” for the best outsourced European centre with an efficient and effective customer and colleague focused operation.

In addition, TTEC in EMEA was given a silver award for “Best Pan-European Contact Centre of the Year” – judges were looking for the best pan-European outsourced contact centres from organisations that have two or more contact centres located in two different European Countries.

TTEC was also named a finalist for “Best Employer – Great Places to work”.

For more information on TTEC’s wins, click here.

AWARDS: The ECCCSA winners revealed

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The European Contact Centre and Customer Service Awards, now in its 19th year and hosted by boxing legend Frank Bruno (pictured, above), has recognised companies including Ageas, Gousto, Microsoft, Sberbank, Sky, Teledirect Europe and Teleperformance amongst its winners for 2019.

Teleperformance had a great night picking up Best Pan-European Contact Centre, with its Greek operation winning Best Multi-Lingual Contact Centre and Best Large Outsourcing Partnership with Canon.

Aegon won Most Effective Improvement Programme – Customer for their work introducing robotics to improve customer engagement, while Census Group won the Giving Something Back category for their work to rehabilitate prisoners with working in customer service – the judges said ‘this was the most powerful and emotional presentation this year; what these guys are doing is truly life changing’.

The 94 judges, all with years of experience working in the industry, were overwhelmed by the achievements of all the Finalists, saying Sitel in Serbia and their Best Small Outsourcing Partnership with The Bodyshop was ‘simply the best and they are really setting the standard’, and Assurant’s pan-European fraud processes using data analytics technology was ‘impressive stuff’.

The judges recognised NewDay with Best Use of Customer Insightfor their ‘great example of using multi-channel data to gain a holistic customer voice’. The judges said they were ‘wowed by the Expedia Group contact centre’ awarding them Best Employer – Great Place to Work – Small, while TTEC’s 120 seat Krakow contact centre was described as ‘an incredible environment’ winning them Outsourced Contact Centre of the Year.

Chair of the Judges, Ann-Marie Stagg, said: “It was tough winning an ECCCSA this year. Organisations across Europe are doing outstanding things to improve the employee experience, and the ramping up of technology focused on progressing the customer experience in line with customer demand is incredible. Every winner this year, including those that took Silver and Bronze, are fine examples of how the customer contact industry is pushing boundaries and delivering excellence.”

“We’d like to congratulate all the Finalists and especially those that took home a trophy,” says Sabio Group CEO, Andy Roberts. “We have been sponsoring these awards for as long as they have been around because they always deliver shining examples of brilliance. The industry has come a long way over the last 20 years demonstrating real value and driving up revenues through improved customer experiences. We look forward to seeing the winners share their celebrations on social media.”

For all the winners, visit www.ecccsa.com or follow the ECCCSAs on Twitter, LinkedIn, Facebook and Instagram.

Ventrica wins Gold at ECCCSAs

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Southend-based customer management outsourcer Ventrica has won Gold in the ‘Best Outsourced Contact Centre’ category at the European Contact Centre & Customer Service Awards 2017 (ECCCSAs).

Founder and Managing Director of Ventrica, Dino Forte commented: “We are absolutely thrilled and honoured to win Gold in this category. I am so proud of all the team and their hard work and dedication which has led to this amazing moment. To be recognised as the best outsourced contact centre in Europe is truly phenomenal. Being judged by the industry’s most prestigious awards and coming top amongst a list of global players is just the icing on the cake at the end of what has been a fabulous year for us. It’s like an early Christmas present for the whole company.”

The ECCCSAs for 2017 were recently handed out at Battersea Park’s Evolution in London at an event attended by 1,100 leading figures from the contact centre and customer service industry. The award was presented to the Ventrica team by host Fiona Bruce and five times Olympic Gold medallist, Sir Steve Redgrave.

“Winning an ECCCSA this year was not easy. The robust face to face judging process was carried out by judges who are very experienced and recognised across our industry. And each entry was judged through a two-stage process which included both panel presentations and site judging visits,” Ann-Marie Stagg, Chair of the Judges, ECCCSA.

The award comes at the end of another successful year for the company, which in October opened its second 14,000sq ft. site in Southend, breaking new ground in contact centre design and creating capacity for up to 800 staff.

Earlier in June, the company won ‘Best Outsourcing Partnership’ for its work with McCarthy & Stone and ‘Advisor of the Year’ at the South East Contact Centre Awards. Also in June it was announced that Ventrica had been shortlisted for a record five categories in the European Contact Centre & Customer Service Awards including ‘Best Outsourced Contact Centre’, ‘Best Large Contact Centre’, ‘Employer of the Year’, ‘Best Multilingual Contact Centre’ and ‘Best Outsourcing Partnership.’

Ventrica expands contact centre to meet omnichannel service demands…

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Continuing an ‘impressive growth period’, Ventrica will be introducing a new contact centre ‘penthouse suite’ due to the increased demand for its omnichannel customer service offerings. 

The Southend-on-Sea based outsourced centre will open a roof-top wing, 19,000 sq ft site in 2017, expanding its current workforce of 280 agents to 480 full and part-time staff within the next year, and plans for an additional site at another location is part of the company’s future strategy for the next 12-18 months. 

Dino Forte, managing director and founder of Ventrica said: “We have attracted a number of new high profile B2C and B2B brands this year who are part of a wider trend of organisations that are looking to outsource non-core services. The investment in our new penthouse suite is to meet both the increased demand from existing clients but also to accommodate our future expansion.  

“The whole area of customer experience and sales is becoming more complex and companies now recognise that using a specialist third party makes perfect sense, as they often do not have the expertise, capacity or infrastructure in-house.”  

Ventrica has been shortlisted twice in the upcoming European Contact Centre & Customer Service Awards 2016 (ECCCSA) in the categories of ‘Best Outsourcing Partnership’ and ‘Medium Contact Centre of the Year’, with winners to be announced at a ceremony held at the Hilton Park Lane Hotel in London on November 21.