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European Contact Centre & Customer Service Awards

2023 European Contact Centre & Customer Service Awards finalists revealed

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Now in its 23rd year, the European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the European customer contact industry – and its 2023 finalists have now been revealed.

The programme recognises organisations across Europe that are leading the way in delivering exceptional service to customers.

Overseen by Helen Wilson, Chair of the Judges and Global Chief Experience Officer at Ipsos, the awards are highly regarded for its robust judging process, the ECCCSAs award organisations that continually innovate to improve the customer experience, value their people and operate efficiently and effectively.

Among the listed Finalists are Carrefour, Chase, Estee Lauder Companies, LEGO Group, Lidl, Mastercard, PKO Bank Polski, PureGym, Sheffield City Council and UK Power Networks. Cosmote e -Value, Foundever, Majorel, Teleperformance, TDCX and Webhelp are amongst the BPO companies that are looking to recognise not only their own operations but also their work with clients. In a new category ‘Best Customer Service into Europe’ the likes of Egypt, India, Morocco, Philippines and South Africa are all represented.

Ukraine is represented for the second year running with finalists Simply Contact and CCIG group.

Helen Wilson, Chair of the Judges and Global Chief Experience Officer at Ipsos, said: “We are extremely impressed. Our panel of expert judges have read through the hundreds of nominations received and tell me that the quality is outstanding. The organisations that have made it to the finals should be immensely proud of what they have achieved and use the next phase of the judging process to further reflect and celebrate that. Congratulations and good luck to you all.”

You can see the full list of categories and Finalists here.

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.

The greatest awards programme in the customer contact industry is now open for nominations

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In its 21st year, the European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the customer contact industry. The awards recognise organisations across Europe that are leading the way in delivering exceptional service to customers. You can nominate your teams or organisations until 16 July and the winners will be announced at a live Awards Evening on 23 November 2021 in London.

“The Oscars of the contact centre industry” – emovis

Highly regarded for its robust judging process, the ECCCSAs recognise organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively. Being an ECCCSA winner is a prestigious accolade that has proven to raise the profile of the contact centre operation, its capabilities and its stars.

“These are the European Champs in our industry! The ECCCSAs have become ‘proper’ European awards with countries from all over Europe entering. And as for the awards evening, it never fails to wow me and is the best awards night I’ve ever been to!” – Markerstudy

The programme is seeing incredible growth with 26 countries participating in 2020 and over 2,000 people watched the Virtual Awards Evening live representing the most senior customer experience professionals in Europe.

If you’re not sure about the benefits of nominating for an ECCCSA, here are some of the reasons that previous organisations have taken part:

  • Thank your teams for responding in a crisis – especially during the pandemic
  • Recognise a significant year of achievement and the people who made it happen
  • Get great internal and external PR with other departments, the board, and your customers
  • Benchmark your operation against the best in Europe
  • Opportunity to reflect on what you’ve done
  • Engage your employees and boost morale
  • Attract new employees by showing you’re a reputable, award-winning company
  • Celebrate your company and team achievements
  • Join a community and meet your peers from across Europe

“We have taken part in other awards in the past and hand on heart this surpassed those by miles!” – The Estée Lauder Companies

Find out more about entering here.