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CCA Excellence Awards 2025
CCA Excellence Awards celebrate outstanding achievements and innovation in customer service and customer experience.
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These awards recognise organisations, teams, and individuals who have demonstrated exceptional dedication, skill, and creativity in delivering superior customer service and enhancing the overall customer experience.
Key areas of recognition include:
Customer service excellence
Recognising teams and individuals who provide outstanding customer support and consistently go above and beyond to meet customer needs.
Innovation
Celebrating creative and effective strategies, technologies, and practices that enhance the customer journey and improve satisfaction.
Leadership
Celebrating exceptional leadership and mentorship that fosters a culture of excellence in customer service.
Collaboration and performance
Highlighting teams that demonstrate exceptional teamwork, collaboration, and performance in achieving customer service goals.
Diversity, Inclusion, and Equity
Recognising efforts to promote a diverse, inclusive, and equitable environment within the customer service industry.
Customer engagement
Recognising teams that excel in engaging customers, providing personalised service, and building strong customer relationships.
Operational excellence
Celebrating organisations that are committed to continuous improvement strategies and practices, leading to enhanced customer service and operational efficiency.
These awards not only recognise exceptional performance but also inspire best practices, foster innovation, and set benchmarks for excellence in the customer service industry.
There are 27 award categories
Find out more below
- Team Awards
- Individual Awards
- Organisation Awards
Customer Engagement Team of the Year
The Customer Engagement Team of the Year Award recognises a front office team that excels in engaging customers, providing personalised service, and building strong customer relationships.
Customer Resolution Team of the Year
The Customer Resolution Team of the Year Award celebrates a team that has demonstrated outstanding skills in resolving customer complaints and issues quickly and effectively, ensuring high levels of customer satisfaction.
Customer Service Team of the Year
The Customer Service Team of the Year Award celebrates a customer service team that has demonstrated exceptional teamwork, collaboration, and performance, resulting in outstanding customer service outcomes.
Employee Support Team of the Year
The Employee Support Team of the Year Award recognises a team that provides exceptional support to employees, fostering a positive work environment and enhancing overall productivity and morale.
Fraud Prevention Team of the Year
The Fraud Prevention Team of the Year Award recognises a team that has demonstrated outstanding success in detecting and preventing fraud, thereby protecting both the organisation and its customers from financial losses.
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The Learning and Development Team of the Year Award recognises a team that has collaboratively developed and implemented successful learning and development programmes, enhancing the overall skill set and performance of the workforce.
Multi-Channel Support Team of the Year
The Multi-Channel Support Team of the Year Award celebrates a team that excels in delivering consistent and high-quality customer support across various channels, such as phone, email, live chat, and social media.
Director of the Year
The Director of the Year Award recognises a leader who has demonstrated exceptional vision, leadership, and commitment to driving customer service excellence within their organisation.
Manager of the Year
The Manager of the Year Award recognises a manager who has excelled in their role by demonstrating strategic vision, strong management skills, and the ability to drive significant business results.
Mentor of the Year
The Mentor of the Year Award celebrates and recognise a coach or mentor who has demonstrated exceptional ability in guiding and developing employees, fostering their professional growth, and contributing to their success.
Rising Star
The Rising Star Award recognises and celebrates an individual who is relatively new to the customer service industry but has already shown exceptional promise, leadership, and impact in their role.
Team Leader of the Year
The Team Leader of the Year Award celebrates a team leader who has demonstrated outstanding leadership qualities and effectively managed their team to achieve high performance, engagement, and morale.
Trainer of the Year
The Trainer of the Year Award celebrates and recognises an individual who has shown exceptional skill and dedication in training employees, leading to significant improvements in their performance and capabilities.
Best BPO Partnership
The Best BPO Partnership Award celebrates excellence in collaboration and outsourced service delivery.
Best Technology Partnership
The Best Technology Partnership Award celebrates the most impactful and innovative technology partnership that has significantly enhanced customer service and experience operations.
The Best Use of AI and Automation Award celebrates organisations at the forefront of innovation, recognising those who have leveraged AI and automation technologies to elevate efficiency, accuracy, and customer satisfaction in their service operations.
Customer Experience Brand of the Year
The CX Brand of the Year Award celebrates organisations that have achieved remarkable success in delivering superior customer experiences. This award highlights businesses that go above and beyond in creating customer-centric strategies, achieving high levels of customer satisfaction, and implementing innovative practices that set them apart in their industry.
Excellence in Continuous Improvement
The Excellence in Continuous Improvement Award recognises organisations that have demonstrated exceptional commitment and success in implementing continuous improvement strategies and practices, contributing to enhanced customer experience and operational excellence.
Excellence in Digital Transformation
The Excellence in Digital Transformation Award celebrates organisations at the forefront of leveraging digital technologies to revolutionise customer service.
Excellence in Diversity, Equity and Inclusion
The Excellence in Diversity, Inclusion, and Equity Award recognises organisations who have demonstrated outstanding commitment and success in promoting diversity, inclusion, and equity within their workplace or community.
Excellence in Hybrid Workforce Management
This award recognises organisations that have successfully transitioned to and excelled in managing a hybrid workforce.
Excellence in Inclusivity and Accessibility
The Excellence in Inclusivity and Accessibility Award celebrates organisations that have made significant strides in ensuring their customer service is inclusive and accessible to all.
Excellence in Sustainability and Social Responsibility
This award recognises organisations that have successfully integrated sustainable practices and social responsibility into their customer service operations.
Great Places to Work
The Great Places to Work award celebrates excellence in contact centre operations. This award recognises contact centres that set the benchmark in efficiency, customer satisfaction, employee engagement, and overall performance.
Innovation in Customer Service
In an ever-evolving market, staying ahead of the curve in customer service is paramount. The Innovation in Customer Service Award recognises organisations that have harnessed the power of creativity and technology to transform their customer service landscape.
Most Effective Customer Vulnerability Strategy
The Most Effective Customer Vulnerability Strategy Award recognises organisations at the forefront of supporting vulnerable customers.
The Most Effective Workplace Health & Wellbeing Award celebrates organisations that prioritise employee well-being and foster engagement through innovative strategies.
Register Your Interest
CCA Excellence Awards 2025 - Now open for entry
Register your interest
If you are considering entering the awards, please register your interest by completing the form.
Please select one or more of the categories you are interested in.
On receipt of your details, we will send you an email containing links to the awards entry portal to start your submission process.
For more information contact the team
Frequently Asked Questions
How much does it cost to enter the awards programme?
An early bird rate is available until 31 August 2024. The rate is as follows:
A total of 3 entries for a fee of £895 plus VAT. From 1 September 2024 this rate increases to £995 plus VAT.
Additional entries will be charged at £250 plus VAT per entry before 1 September, increasing to £295 plus VAT from 1 September onwards,
CCA Platinum Members receive one free entry, thereafter the fee is as noted above.
All applicants will receive:
* A detailed feedback report for each entry submitted with comments from judges and suggestions for improvement/elaboration.
* Shortlisted entries will receive an additional, detailed feedback report following their presentation to judges with suggestions for improvement.
* * If short-listed, you will be invited to take part in a discussion with CCA Judges to discuss your submission.
* An entry certificate and short-listed certificate (if applicable) and materials to promote involvement in the programme will be available.
* For winners, a CCA Excellence Award trophy, press opportunities and additional profile to celebrate winning.
Do I need to pay for entries before the deadline date?
Once all applications have been received an invoice will be issued. Payments can be made via credit card, cheque, or BACS transfer. You can contact our Finance Team for more information. All entries must be paid for, even if you are not successful in reaching the shortlist.
What is the deadline for entering the awards?
Midnight on Friday 15th November 2024
Can I amend my entry after I have submitted it online?
Yes, as long as all amendments are made prior to the published entry deadline. To amend your entry, simply upload your amended document onto the online submission website and send an email to the Awards Manager to advise of this amendment, indicating what entry should be discounted from judging i.e. category and date submitted.
Who is responsible for judging the Excellence Award entries?
The judging panel is made up of an independent group of professionals from all sectors. All judges must have at least three years' experience in customer service and demonstrate a sound knowledge of operational processes with multichannel experience.
How is my submission judged?
Each individual submission is scored independently by three members of our judging panel. These scores are combined to provide a total score. The shortlist will include companies/individuals that reach the minimum benchmarking score for the category entered. Feedback on written submissions is provided to entrants at the time of being notified whether or not they have been successful in reaching the shortlist.
Shortlisted entrants will then be invited to take part in a discussion with CCA Judges which provides a final score. This final score is added to the scores allocated at the written submission stage.
Can I request an extension for my submission beyond the published deadline date?
No. To make the process as fair as possible we require all submissions to be entered by the agreed submission date.
What happens if I exceed the overall stated wordcount?
The online entry system will calculate your overall word count, automatically applying a discretionary 10% allowance. If you exceed this total word count allowance a message will appear on screen highlighting this to you. You should adjust your entry accordingly or risk your score being penalised by judges.
What format should I submit my entry in?
Prepare your entry in a word doc first of all. Award entries should then be submitted using the online entry form.
Can I provide supporting documents and use images/pictures in my submission?
Entrants are able to upload images, tables, and graphs to support their entries. These should be a maximum of 10mb per file and is limited to a maximum of 5 files per submission. This should not be used for customer/colleague testimonials or additional supporting documents, which will be included in the overall submission word count.
Where possible, include all text in the online entry form. Video/media files cannot be submitted. Acceptable appendices include photos, links to videos, data tables, graphs. Unacceptable appendices include quotes/accolades, additional text.
When will the shortlist be announced?
The shortlist will be announced on the 17th January 2025
What happens if I reach the shortlist?
All shortlisted entrants will be required to participate in a verification call with a member of the Excellence Awards Committee. This provides Committee Members with the opportunity to question entrants further on their submission and offers entrants the opportunity to provide additional information in sections that may have scored lower as identified by judges in the written submission stage.
CCA or your appointed Judging Panel Member will be in touch to arrange a suitable time and date for this call.
If I am shortlisted, how many people can participate in the online presentation?
It is preferable that a maximum of 2 participants per shortlisted entry contributes to the presentation. Where two organisations have submitted a joint application, there may be a representative from each organisation. For individual categories, nominees may have their nominator/line manager present to support them during presentation. However, this must be carried out by the nominee and the Judging Panel Member will decide if input from the nominator will be contributed to the final score.
What happens after the shortlist presentation?
No further input is required from entrants after this stage. Committee Members will allocate a final score, based on the presentation, which will be added to the 3 scores already allocated by judging panel members at the written submission stage. Winners will be those with the highest score in each category. Winners will then be announced at the Awards Ceremony.
When will the winners be announced?
Winners will be announced at the CCA Excellence Awards Gala Dinner in Glasgow on the 24th April 2025
What happens if I am shortlisted but unable to attend the Awards Ceremony?
Shortlisted entrants who are unable to attend the Awards Ceremony can nominate a representative to accept the award on their behalf. Alternatively, the winner will be announced, and the Award will be forwarded separately following the event.
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