Winners 2016

Service Excellence Recognised at CCA Excellence Awards 2016

The Winners Are....

Glasgow, 18 November 2016:  More than 500 senior customer executives from leading public and private sector brands gathered in Glasgow last night to celebrate and recognise achievements in service excellence at CCA Excellence Awards 2016.  

The benchmark for customer service excellence was raised with organisations 'neck in neck' for the top spot in many of the award categories. The competition was so tight this year that CCA introduced a new 'Special Judges' Awards to recognise the high quality of two submissions in particular. 

More than 160 shortlisted nominees battled it out for the winning entry in more than 20 categories. 

CCA Chief Executive Anne Marie Forsyth said: “Delivering world class customer service consistently in today’s 24/7 world requires exceptional people who can live up to exacting standards. I would like to warmly congratulate all of our winners who do just that on a daily basis. The success of NHS24, Journeycall and ESB Networks who achieved special awards for their CCA accreditation, underlines the valuable role CCA Global Standard© plays in driving continuous improvements that result in excellent service for customers.” 

Chairman of the judging panel Andrew Mends said: “This year’s winners should be exceptionally proud because it was by far the most competitive field ever with a record number of international as well as UK entrants. Our panel of 30 judges had a very difficult task due to the quality of submissions being so high. We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service.”  

CCA Excellence Awards Gala Dinner was sponsored by Plantronics. Paul Clark, Managing Director, Plantronics Europe and Africa commented, “Contact centres can be busy, high pressure environments. Customer service can be hard and demanding. So, we’re proud to sponsor an event that showcases the best from this industry. From incredible teams, tireless leaders to amazing projects, we love seeing the innovation, determination and passion that fuels you all to succeed.”   

CCA Excellence Awards 2016 sponsored by Salesforce. The winners are: 

Director of the year
WINNER Iain Harnett, Tesco Bank
WINNER Suzette Bouzane Meadows, KCOM
Innovation in Customer Service
WINNER Tesco Mobile CCI Team
Highly Commended Digital Real Time Alerts, MBNA
Most Effective Training Programme
Highly Commended Sky UK
Innovation in BPO - A partnership approach
WINNER Capita O2 Partnership
Special Judges Award Webhelp & Shop Direct
Contact Centres: Great Places to Work
WINNER Teleperformance Portugal
Highly Commended LV=
Best Customer Experience Centre of the Year Awards
Special Judges Award Virgin Money plc
Corporate Social Responsibility in Customer Service
WINNER Standard Life
Best Technology Partnership
WINNER DVLA & Salesforce
Most Effective Use of Social Media
WINNER O2 Social Media Team
Professional of the Year - category sponsored by Search
WINNER Brian Muir - Barclays Stockbrokers
Highly Commended Joanna Barker - Sky UK
Manager of the Year
WINNER Lynda Fletcher - MBNA Limited
Contact Centre Team of the Year - BPO & Outsourcing
WINNER CPM and Airbnb CX Team
Contact Centre Team of the Year - Financial Services
JOINT WINNER Barclays Video Banking Team
JOINT WINNER Financial Support - The Co-operative Bank
Contact Centre Team of the Year - Public Sector
WINNER DVLA Contact Centre Team 6
Contact Centre Team of the Year - Telco, Utilities, Retail & Leisure
WINNER BBCOE Pipeline Team - Sky UK
Overall Team of the Year
WINNER CPM and Airbnb CX Team


Small Centre of the Year
Medium Centre of the Year
WINNER Journeycall
Large Centre of the Year
Professional of the Year - Bronze Award
Professional of the Year - Silver Award
WINNER Joanne Hurst, The Co-operative Bank
Professional of the Year - Gold Award
WINNER Remi Majaro, Financial Conduct Authority


WINNER Ian Black, Coventry Building Society
WINNER Carole Evans, DVLA
WINNER Paula Kennedy, Convergys
WINNER Christine Nunn, Student Loans Company
WINNER Lyn Kirkland, Royal Bank of Scotland


WINNER Conor Seery, Gas Networks Ireland
WINNER Katie Downs, Barclays
WINNER Maureen McIntosh, SGN
WINNER Jennifer Harte, Gas Networks Ireland
View the full shortlist here 

Key Dates

23rd February - CCA Excellence Awards Workshop (London)

23rd March - CCA Excellence Awards Workshop (Glasgow)

9th June - Deadline for all entries

21 August - Excellence Awards Shortlist Announced

September - October - Verification calls carried out with shortlisted candidates

15th & 16th November - CCA Annual Convention (Hilton Glasgow)

16th November - CCA Gala Dinner and Excellence Awards Ceremony (Hilton Glasgow)

More info

For more information on CCA Excellence Awards Programme please get in touch