This year’s winners of the North East Contact Centre Awards 2020 have been revealed in an Online Awards Ceremony.
In a challenging year for the region’s contact centre industry, who have worked hard to deliver vital services in the face of increased demand and the switch to homeworking, the Awards honour individuals, teams and organizations who have gone above and beyond over the past 12 months.
The Awards were broadcast live on YouTube on Friday 20th November, receiving almost 3,000 views from across the UK. Shortlisted nominees joined the event live, with winners being interviewed by the host, BBC broadcaster and journalist Charlie Charlton.
Among those honoured were Sage, who won Large Contact Centre of the Year, and the NHS Business Services Authority, which won a Judges’ Special Award for an outstanding response to the Covid-19 pandemic.
The list of finalists includes a wide range of public and private sector organizations demonstrating the vibrancy and diversity of the region’s Contact Centre industry and has a focus on individuals working at all levels.
Here is that list of all winners:
CUSTOMER SERVICE STAR
Winner: Michelle Manson, North East Ambulance Service
Highly Commended: Caroline Gallagher, Sage
Finalists: Leanne Breen, Barclays, Marc Thompson, Sage, Melenie Doran, BGL Customer Services
CUSTOMER SALES STAR
Winner: Jess Guyatt, Worldpay
Finalists: David Smith, Virgin Money, Carolyn Borthwick, Parkdean Resorts, Katy Pratt, Worldpay from FIS, Kelly Swinbank, Worldpay from FIS
CUSTOMER MULTI-CHANNEL STAR
Winner: Jennie Flynn, AND-E
Highly Commended: Calvin Oldham, Sage
Finalists: Rachael Chambers, BGL Customer Services, Charlotte Lawson, Whistl, Anna Hudson, Barclays
SERVICE TEAM LEADER
Winner: Shaun Hush, North East Ambulance Service
Highly commended: Andrea Peel, BGL Customer Services
Finalists: Michael McFarland, Sage, Trevor Johnson, Worldpay from FIS, Jonny Atkinson, Parkdean Resorts
SALES TEAM LEADER
Winner: Romana Moffatt, Worldpay
Highly commended: Lynsey Heron, Sage
Finalists: Corey Badminton, Parkdean Resorts, Paula Oliver, Kura
MULTI-CHANNEL TEAM LEADER
Winner: Jonny Bruce, Barclays
Finalists: Darren McKenzie, AND-E (Aioi Nissay Dowa Insurance Europe), Kieren Grievson, Kura
INSPIRATIONAL LEADER
Winner: Nichola Hall, Sage
Highly commended: Brendan Mannion, Barclays
Finalists: David Molyneux-Johnson, Home Group, Lynn Huldie, North East Ambulance Service, Elaine Easton, Worldpay
SUPPORT SUPERSTAR OF THE YEAR
Winner: Kylie Smith, Sage
Highly commended: Nick Watt, Northumbria Police
Finalists: Holly Harris, Sage, Tracey Soulsby, North East Ambulance Service, Abby Mullholland, Firstsource
APPRENTICE OF THE YEAR
Winner: Rebecca Longstaff, Sage
TEAM OF THE YEAR – CUSTOMER
Winner: Customer Service Centre, Northumbria Police
Highly commended: Lending Support Team, BGL Customer Services
Finalists:
- Workforce Management Team, NHS Business Services Authority
- Operations Contact Centre NWG, Northumbrian Water
- RBS PPI Team, Firstsource
- HRP Outsource Team, Sage
- The Making it Easy Team, Worldpay from FIS
TEAM OF THE YEAR – COMPANY
Winner: Natural Conversations Project Team, The AA
Highly commended:
- Customer Reliability Team, Sky
- Customer Operations Team, NHS Business Services Authority (NHS BSA)
- Resource Team, Sage
- Closing Team, Sage
TEAM OF THE YEAR – COLLEAGUE
Winner: People and Culture Team, AND-E (Aioi Nissay Dowa Insurance Europe)
Finalists:
- Perform Team, Sage
- Colleague Engagement Team, Sage
- IT Services Team, Newcastle Strategic Solutions
- People Development Team, Sage
TEAM OF THE YEAR – COMMUNITY
Winner: Sunderland MI Community Team, BGL Customer Services
Finalist: CCS Wellbeing and Inclusion Network Members, NHS Business Services Authority (NHS BSA)
OUTSOURCING PROVIDER OF THE YEAR
Winner: Kura
Finalists: Whistl, Auxillis
BUSINESS CONTINUITY & INNOVATION
Winner: Newcastle Strategic Solutions
Finalists: Northumbria Police, AND-E, EDF Energy, NHS BSA
MOST EFFECTIVE EMPLOYEE ENGAGEMENT
Winner: AND-E (Aioi Nissay Dowa Insurance Europe)
Finalist: EDF Energy
JUDGES’ AWARD
Winner: NHS Business Services Authority (NHS BSA)
CONTACT CENTRE OF THE YEAR – Under 250 SEATS
Winner: SERCO
Finalist: Parkdean Resorts
CONTACT CENTRE OF THE YEAR – OVER 250 SEATS
Winner: Sage
Highly commended: BGL Customer Services
Finalists: EDF Energy, NHS BSA, Auxillis
Head judge Christine Allenson said: “In a year like no other, we have seen resilience, creativity and dedication from the region’s contact centres, who have gone above and beyond to keep vital services running for their customers.”
“Although we were not able to get together for our traditional Friday night celebration, we were delighted to be able to announce the winners in a virtual format. Congratulations to all of our finalists, who have done a fantastic job this year. Everyone in the industry deserves an award!”
Cllr Graeme Miller, Leader of Sunderland City Council, said “We sponsor the Awards because they are a fantastic way to recognize the massive achievements of people who have made contact centres one of the north east’s real success stories.”
“The industry has proven its resilience time after time, continuing to recruit throughout the ups and downs of the economic cycle. It also remains a key source of jobs, and in Sunderland alone employs around 12,000 people and contributes over £216m a year to the economy in salaries alone.”
To watch a recording of the awards, just follow the link: North East Contact Centre Awards 2020
For more information about the North East Contact Centre industry, visit: www.necca.co.uk
Author: Robyn Coppell
Published On: 27th Nov 2020 - Last modified: 1st Dec 2020
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