ccma irish contact centre and shared services awards 2011 hints and tips
Download
Skip this Video
Download Presentation
CCMA Irish Contact Centre and Shared Services Awards 2011 Hints and Tips

Loading in 2 Seconds...

play fullscreen
1 / 11

CCMA Irish Contact Centre and Shared Services Awards 2011 Hints and Tips - PowerPoint PPT Presentation


  • 1591 Views
  • Uploaded on

CCMA Irish Contact Centre and Shared Services Awards 2011 Hints and Tips . Agenda. Why Enter the Awards Overview of 18 Awards Overview of the Judging Process Hints & Tips Dates for your Diaries Q & A . Why Enter The Awards?.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'CCMA Irish Contact Centre and Shared Services Awards 2011 Hints and Tips' - azura


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
slide2

Agenda

  • Why Enter the Awards
  • Overview of 18 Awards
  • Overview of the Judging Process
  • Hints & Tips
  • Dates for your Diaries
  • Q & A
slide3

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.
slide4

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
slide5

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
slide6

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
slide7

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

slide8

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
slide9

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
slide10

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
slide11

Next Steps

For Further Information on the awards email: [email protected]

Thank you for your time!

ad