2017 Shortlist

CCA is delighted to unveil the companies and individuals who have been shortlisted in the prestigious CCA Excellence Awards 2017 programme. 

Winners will be presented with their awards at a sparkling evening of celebration and recognition of customer service excellence on 16 November at the 5 star Hilton Hotel in Glasgow.

CCA Chief Executive Anne Marie Forsyth said: “A very warm congratulations to all of the shortlisted entrants who truly represent the elite in customer service. Our judging process is extremely rigorous and the awards are very hotly-contested so being shortlisted is a significant achievement. We look forward to welcoming everyone for a very special evening of celebration at which their achievements will be publicly recognised and rewarded.”
The awards, which recognise world class professional achievement in customer service, are judged by a panel of expert judges from a range of sectors and specialisms, with final deliberation by a 20-strong judging committee chaired by Andrew Mends, Operations Director of GAVI Alliance, who has presided over this important task for the last seven years.
Chairman of CCA Excellence Awards Committee, Andrew Mends said: “The judges were hugely impressed by the high calibre of submissions this year across every category. It was exciting to see a host of entries from major brand names entering the awards for the first time and we were also delighted to see that CCA’s reputation as a global standard bearer in customer service is indisputably growing."


CCA Excellence Awards 2017 sponsored by


Full details of the CCA Excellence Awards 2017 shortlist follows:


Best Technology Partnership

Lloyds Banking Group

Sainsbury's Argos

Servion Global Solutions

Contact Centres: Great places to work

Atos (NS&I)


Barclays Bank PLC

Capita M&S

Coventry Building Society

DVLA Contact Centre


Nationwide Building Society

Sky UK

The Co-operative Bank

Corporate social responsibility in customer service


Standard Life

Yorkshire Building Society

Customer experience centre of the year

Barclays Wealth and Investments

Capita M&S

Firstsource Solutions


Lloyds Banking Group

Scottish Widows

Skipton Building Society

Teleperformance Portugal

Utility Warehouse - Transversal

Virgin Money plc

Innovation in BPO - A partnership approach

Renault UK and Arvato UK & Ireland

Capita M&S

Capita - The Pensions Regulator

CPM International Telebusiness S.L.

Firstsource Solutions

Liberata UK Ltd

Innovation in customer service

Barclays Wealth & Investment Management

Telefonica/Capita O2 Partnership

Clydesdale & Yorkshire Bank plc - B

Clydesdale & Yorkshire Bank plc - Small Business

Coventry Building Society

Lloyds Banking Group

Teleperformance Portugal

Wolseley - Transversal


Manager of the Year

Chris Hunter, Barclays Stockbrokers

Yvonne Miller, Barclays UK

Yvonne Cuthill, Barclays Wealth and Investments

Craig Lynne, Capita M&S

Chris Allen, Coventry Building Society

Ilaria Cappello, CPM International Telebusiness S.L.

Rachel Thomas, DVLA

Peter Freelove, DVLA

Shaun Langdon, Lloyds Banking Group

Scott Donnelly, Tesco Bank

Johnny Demouilpied, The Co-operative Bank

Most effective training programme


Barclays Bank

Tesco Mobile Capita Partnership 

Capita BBC Audience Services


Lloyds Banking Group

Standard Life

Most effective use of social media

Barclays PLC

Dixons Carphone/Knowhow


Teleperformance Portugal

Professional of the Year

Kim Higgins, Barclays

Arlene MacDonald, Barclays

Paul Sparkes, Barclays UK

Andrew Taylor, Capita M&S

Darren Reeve, Coventry Building Society

Kath Chivers, Firstsource Solutions

Declan Greene, Gas Networks Ireland

Alyson Urquhart, HM Revenue & Customs

Claire McCrindle, MBNA Limited

Matt Davies, Pearson VUE

Derek Eadie, Scottish Widows

Paul Morrison, Sky

Nichola Taylor, Standard Life

Tracey Chase, The Co-operative Bank


BPO & Outsourcing

CGV Team - Capita M&S

Capita Customer Management Plc - Complaints Team

CPM International - Dyson Customer Service Team


Liberata UK Ltd

Sykes - Shared Resource Group

The Contact Company - Superdrug Customer Team

Webhelp and First Utility

Financial Services

Barclays - Barclays Premier & Offshore Quality & Insight Team

Barclays - Overseas Services - Businesscall

Barclays - Stockbrokers Team Managers

Barclays PLC

Clydesdale & Yorkshire Bank plc - B

Coventry Building Society - ISA Team

Standard Life - Workplace Digital Hub Team

Standard Life

The Co-operative Bank - Customer Response

Public Sector

DVLA - Contact Centre PR Team

DVLA - Multi Channel Team

HM Revenue & Customs - Debt Management Telephone Centre, Cumbernauld

HM Revenue & Customs - Debt Management Telephone Centre, Livingston

HM Revenue & Customs - Field Force Central London

HMRC, Personal Tax Operations - Brunel House, Cardiff

Student Loans Company - Darlington Contact Frequent Caller Team

Telco, Utilities, Retail & Leisure

HomeServe - Digital Live Chat Team

Pearson VUE - Client Support Team

Severn Trent - Digital and Social Team

Sky UK - Glasgow Contact Centre


To book for CCA Convention & Gala Dinner please email: paddy.woods@cca-global.com or call the office on 0141 564 9010.