EUROPEAN CONTACT CENTRE AWARDS 2005

1. EUROPEAN CONTACT CENTRE AWARDS2005

2. JUDGING GUIDELINES UK • Judging is undertaken during a site visit. • Two judges attend each visit; this is typically a board member or co-optee, and sponsor/advisor. • Each judging session lasts between sixty and ninety minutes and covers: • Tour of the call centre with the nominee • Structured interview with nominee using the assessment pack (45 minutes max) • Short interview with the nominee’s immediate manager using the assessment pack (15 minutes max) • Short interview with one of the nominee’s direct report using the assessment pack (15 minutes max) • Each candidate has to give : • Job description • Personal development plan • Recent performance statistics • Biography/CV

3. And the winner is…. Last year’s winner was: Tracy Westwood From Huntleigh Healthcare Name of the Trophy: Call Centre Manager of the Year Tracy achieved an astonishing perfect score during her visit from the judges and subsequent “mystery shopping” call, looking at her staff and their development, internal communication, culture and environment, policies and legislation compliance as well as service performance and organisationnal efficiency. The 2005 UK’s award is given the next April the 28th

4. JUDGING GUIDELINES SPAIN • This prize is granted by the IFAES (International Faculty for Executives) & AEECC (Spanish Call Center Experts Association) every year in the closing ceremony of the Contact Center & CRM Solution Congress. This year’s competition has been extremely difficult as the methodology for granting the award Has varied from previous years. • All Call Centers competing have to go through a very tough evaluation process of more than 100 random real calls. Additionally we have been audited and diagnostic under the criteria of the new Contact Center Quality Certification Norms; which contemplates important aspects such as: Human Resources Process; Training & Coaching / Feedback methodology, work environment, employee satisfaction; SLA's; Accessibility to the Call Center (including VR); Customer Satisfaction Feedback & FCR; which guarantees the Quality Service the Award means to Recognize.

5. And the winner is…. Maria José Fernandez Vivas From American Express Tarjetas Name of the Trophy: CRC Oro Excellent for its quality in customer care service

6. Criteria Score1-10 (10 is High-Score) JUDGING GUIDELINES SWITZERLAND Grade of Innovation Effect on employee satisfaction and the internal culture of the company Challenge of entrepreneurship Special difficulties of the starting-situation Fastness of project-realization Creativity of project-realization Economic result / Performance of entrepreneurship Total result • It corresponds to the following evaluation grid

7. And the winner is… Daniel Hügli FromLuzerner Kantonalbank Name of the Trophy: CAT Award

8. JUDGING GUIDELINES ITALY • In Italy there are two kinds of Awards: • 1) Call Center Day. Best companies versus these actions: • Institutions and Schools • Customers • Employers There is a CMMC Committee for the final evaluation of each Company/Call Center participation • 2) Managers of the year • CRM • HR • Quality • Innovation First indications from main suppliers (IT, HR..), than CMMC Committee makes the selection and, finally, Italian Call Center Community vote his candidate through CMMC web site.

9. And the winner is… DHL ITALIA Name of the Trophy: Best CCDay 2004, for Customers Best CC Manager 2004, for HR

10. Criteria Score1-10 10 is High-Score) JUDGING GUIDELINES GERMANY Quality specifications Quality assurance Complaint handling Escalation scenarios Measures for continuous quality improvement Management responsibility Reference for customer satisfaction Total result • The candidates have to fill in an application form and assessment matrix Plus a short written statement for the assessment

11. And the winner is: Nicholas C. Denissen From Cyberport.de GmbH Name of the Trophy: CCF Quality Award – Customer Staisfaction

12. JUDGING GUIDELINES FRANCE • There are 4 kinds of Trophies: • The best customer relationship management • The best technological innovation • The best social practices • The best customer strategy • The European award concerns the « Best customer relationship management  B to C» • There is a questionnaire to fill in • All the Call Centers competing have to go through a very tough evaluation process of random real calls, mystery shopping e-mails made by an independent organization and evaluated by a jury of call center experts.

13. And the winner is…. Martine Favre From American Express Name of the Trophy: Best customer relationship B to C Excellent for its quality in B to C Customer Care Service

14. JUDGING GUIDELINES IRELAND • What objectives were set? • Measures of success • Use of benchmarking in formulation of customer service/sales and otherperformance objectives • Integration of your Contact Centre within the organisation as a wholeand the businessbenefits expected and experienced • Demonstration of call statistics • Conversion rates from sales programme • Staff training and development at all levels • Levels of staff retention • Innovative recruitment strategy • Understanding and use of technology, both now and in the future • Reward and recognition systems for excellent performance of staff andmanagement

15. And the winner is…. Last year’s winner was: Carolyn Fullen From The Bank of Ireland 365 Their submission recognised the combined efforts of all staffin delivering and maintaining service quality, a customer ethos, business improvement anda people focus.

16. What about the rest of the european countries • The following countries have not yet defined a call center award in their country: • Belgium • Poland

17. CONGRATULATIONS TO EVERYBODY!!!