CCA is delighted to announce the winners of the prestigious CCA Excellence Awards for 2021.

CCA Chief Executive Anne Marie Forsyth said: 'Many congratulations to all the winners who truly represent the best in customer service. Businesses in the CCA network have been working tirelessly through incredibly challenging times to ensure they continue to provide the best service possible for customers.

'Many lessons have been learned and it is a real privilege to share and celebrate the approaches taken to safeguard excellent practices, supporting customers and employees through a significant period of uncertainty.'

Every shortlisted entrant should be exceptionally proud; each submission demonstrated a serious commitment to superior customer service and the CCA Excellence Awards Judging Panel and Awards Committee had a very difficult task due to the standard of entry.

The benchmark for customer service excellence was raised with organisations 'neck and neck' for the top spot in many of the award categories.

The Winners

CUSTOMER EXPERIENCE BRAND OF THE YEAR
Winner Tesco
CONTACT CENTRES - GREAT PLACES TO WORK (INHOUSE OPERATIONS)
Winner Coventry Building Society
CONTACT CENTRES - GREAT PLACES TO WORK (BPO)
Winner Atos
INNOVATION IN CUSTOMER SERVICE
Winner Standard Life, part of the Phoenix Group
EXCELLENCE IN SOCIAL RESPONSIBILITY AND AWARENESS
Winner SGN Limited

TTEC

category sponsor
Best CX Transformation - Inhouse Technology Solution

BEST CX TRANSFORMATION - INHOUSE TECHNOLOGY SOLUTION
Winner Yodel
EXCELLENCE IN BUSINESS PROCESS OUTSOURCING COLLABORATION
Winner Webhelp

Highly Commended
TTEC

 

Highly Commended
Volkswagen Group UK

 
EXCELLENCE IN SKILLS, LEARNING & DEVELOPMENT
Winner Camelot Lotteries Ltd

Highly Commended
Police Scotland

 
MOST EFFECTIVE VULNERABILITY STRATEGY
Winner Scottish Widows

Highly Commended
Coventry Building Society

 
RISING STAR AWARD
Winner Oliver Stone, The Co-operative Bank
TEAM LEADER OF THE YEAR
Winner Lauren Alexander, Legal & General
MANAGER OF THE YEAR
Winner Dan Britton, NHS BSA

Highly Commended
Charlotte Gower, DVLA

 
TEAM OF THE YEAR - GOLD
Winner NHS Business Services Authority
TEAM OF THE YEAR - SILVER
Winner Standard Life part of the Phoenix Group
TEAM OF THE YEAR - BRONZE
Winner CALMAC FERRIES LTD

NEW CATEGORIES INTRODUCED RECOGNISING EFFORT AND RESPONSE TO COVID-19:

OUTSTANDING COMMUNITY SUPPORT AWARD - GOLD
Winner Gas Networks Ireland
OUTSTANDING COMMUNITY SUPPORT AWARD - SILVER
Winner Capital One
OUTSTANDING COMMUNITY SUPPORT AWARD - BRONZE
Winner Scottish Widows

Twilio

category sponsor
Outstanding Homeworking Programme

OUTSTANDING HOMEWORKING PROGRAMME AWARD - GOLD
Winner Standard Life, part of the Phoenix Group
OUTSTANDING HOMEWORKING PROGRAMME AWARD - SILVER
Winner Camelot Lotteries UK Ltd
OUTSTANDING HOMEWORKING PROGRAMME AWARD - BRONZE
Winner Tesco
OUTSTANDING LEADER AWARD
Winner Andrew Lustig, DVSA

RingCentral

category sponsor
Outstanding Team Award

OUTSTANDING TEAM AWARD - GOLD
Winner HMRC
OUTSTANDING TEAM AWARD - SILVER
Winner Serco
OUTSTANDING TEAM AWARD - BRONZE
Winner Skipton Building Society - Skipton Direct Batty
OUTSTANDING TECHNOLOGY COLLABORATION AWARD
Winner Natwest Group in Partnership with IBM

INDIVIDUAL AWARDS

DIRECTOR OF THE YEAR AWARD
Winner Phil O'Shiel, Atos
DIRECTOR OF THE YEAR AWARD
Winner Andrew Newman, Legal & General
DIRECTOR OF THE YEAR AWARD
Winner Margaret Mullins, Coventry Building Society
DIRECTOR OF THE YEAR AWARD
Winner Iain Banks, TTEC
 
LIFETIME ACHIEVEMENT AWARD
Winner Margaret Gantly, Irish Water
 
MEMBER OF THE YEAR AWARDS
Winner Mark McMahon and Dan Britton, NHS BSA
MEMBER OF THE YEAR AWARDS
Winner Ross Vincent and Sharon Kerr, Scottish Widows
MEMBER OF THE YEAR AWARDS
Winner Fiona Montgomery and Lindsey Rigby, Virgin Money
MEMBER OF THE YEAR AWARDS
Winner Christine Nunn and Jenifer Kane, Student Loans Company