CCMA Irish Contact Centre and Shared Services Awards 2011 Hints and Tips

1. CCMA Irish Contact Centre and Shared Services Awards 2011Hints and Tips

2. Agenda • Why Enter the Awards • Overview of 18 Awards • Overview of the Judging Process • Hints & Tips • Dates for your Diaries • Q & A

3. Why Enter The Awards? • The Irish Contact Centre and Shared Services Awards are the industry event of the year. They • Acknowledge and celebrate the highest standards and excellence within Ireland. • Showcase what is best about the contact centre and shared services organisations operating within Ireland • Provide organisations the opportunity to be recognised for their ability to deliver excellence in customer services, sales and technical support. • Springboard for entering European & Global Awards. • Entrants are from indigenous, multinational and international companies; and from multiple industry sectors - financial services, Telco, healthcare, IT, travel, entertainment and leisure.

4. Overview – 18 Categories • 18 separate categories are judged and awarded recognising all key elements of a contact centre and shared services operation namely; • People • Agent • Team Leader • Contact Centre Manager • Team of the Year • Credit Management Team of the Year • Processes • Training • Quality • Customer Retention

5. Overview – 18 Categories • Operations • Contact Centre • Customer Service Delivery • International Shared Services • Sales or Telemarketing • Outsource Partner • Small or Growing • Technical Support • Suppliers • Best New Product or Service • Best Contact Centre Supplier

6. Judging Process • 8 Judges and Chairperson • Judges individually submit scoring matrix in advance of judging day • All scoring matrices collated into master for judging day • Judging day: • Review scoring results • Discussion on entrants • Compile shortlist

7. Site Visits Site Visits and Presentations for Companies short listed in following categories: • Contact Centre of the Year • Best Customer Service Delivery • Contact Centre Manager of the Year • Best Outsource Partner Site visits will take place week commencing 26th September

8. Hints & Tips • Follow criteria – marks awarded against criteria • Adhere to word limit • Present in a clear and concise format • Include pictures show contact centre environment, people, etc. • Present performance statistics in a graphical format • Avoid in-house jargon • Highlight the particular features, culture of your operation • Highlight relevant trends

9. Hints & Tips • Explain why your operation should be selected, what’s different about it • In people categories provide overall picture of entrant • Review criteria for your chosen categories in advance of the judges call • Join the judges call • Start working on your submission as early as possible • Get someone outside your business to read it to check clarity

10. Dates for your diary • Launch of Awards 20th July • Judges Call 28th July • Closing Date for Entries 12th September • Shortlist Announced 17th October • Awards Ceremony 19th November

11. Next Steps For Further Information on the awards email: awards@ccma.ie Thank you for your time!