Hundreds of senior customer executives from leading public and private sector brands gathered yesterday at the first inperson CCA Awards ceremony for over 2 years, to celebrate and recognise achievements in customer service excellence.

The renowned event was back true to form showcasing excellence, building standards and spotlighting innovation and success.

CCA Chief Executive Anne Marie Forsyth said: "It's been a challenging two years for us all. Many difficult situations have been faced, ways of working disrupted, and customers needing support more than ever.

Lots of lessons have been learned and it is a real privilege to learn of the approaches taken to safeguard excellent practices, supporting customers and employees through a signficant period of uncertainty.

The event is a milestone as we rightly take time to recognise how far we have all come. Huge congratulations to all the shortlisted entrants and winners who truly represent the best in customer service."

​​Chairman of the Judging Panel Andrew Mends, Director of Operations for GAVI Alliance said: “In such unprecedented times, this year’s winners should be exceptionally proud because it was by far the most competitive field ever. Our panel of 20+ 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.”

A huge thank you to our lead sponsors Poly, and category sponsors EXL and Twilio for their support in recognising innovation and excellence across the market.

 

CCA GLOBAL STANDARD© AWARDS

CCA Global Standard© is firmly established as industry’s recognised accreditation programme, demonstrating professional commitment to customer service excellence. Many organisations make a long-term commitment to continuously improving customer experience by adopting CCA Global Standard© as a fundamental part of their core operating model.

The winners of CCA Global Standard© Awards are….

GOLD WINNERS

Organisations that have consistently achieved CCA Global Standard© accreditation for 15+ years.

Chelmer Housing Partnership

Coventry Building Society

ESB

FCA (Financial Conduct Authority)

Fexco

SILVER WINNERS

Organisations that have consistently achieved CCA Global Standard© accreditation for 10+ years.

Allied Bakeries

Equiniti UK

Jigsaw Homes

Menzies Distribution

NHS 24

One Vision Housing

Thurrock Council

BRONZE WINNERS

Organisations that have consistently achieved CCA Global Standard© accreditation for 5+ years.

Agilisys (Kent County Council)

Calmac

Citizen Housing

DPD

Liberata

Scottish Widows


SPOTLIGHT AWARDS

The Spotlight Awards are new for 2022. There are many amazing examples of brilliance, teamwork, ambition, commitment and dedication within your organisations that deserve to be recognised. We put them in the Spotlight to celebrate their brilliance!

Anna Jablonska, Sky

Ryan McColl, Sky

Molly Storm, NHS Business Services Authority

Gemma Barry, Coventry Building Society

Martin Capie, Caledonian MacBrayne

Nicola Lawson, KCOM

Vicki Hansford, KCOM

Yvonne Harris, Irish Water

Jason Leach, Barclays

Student Loans Company Operations Directorate Team


EXCELLENCE AWARDS 2022

These awards are aimed at recognising the achievements of an organisation across a number of specific business areas. The programme also supports recognition of colleagues and teams who excel in their roles. These awards are supported by an independent panel of judges from across the CCA network.

DIRECTOR OF THE YEAR - WINNERS

Dave Poulton, Legal & General

Antonio Shabbir, ASOS

Kelly Young, Lloyds Banking Group

 

CX BRAND OF THE YEAR – sponsored by EXL

THE SHORTLIST

Camelot

Tesco

WINNER: Tesco

 

Contact Centres – Great Places to Work

THE SHORTLIST

Camelot

Legal & General

Skipton Building Society

TaskUs

Tesco

WINNER: Camelot

 

Innovation in Customer Service – sponsored by Twilio

THE SHORTLIST

ASOS

Camelot

Sky

WINNER: ASOS

 

Best CX Transformation – Inhouse Technology Solution

THE SHORTLIST

Barclays

Nationwide Building Society

NatWest Group

WINNER: Barclays

 

Excellence in Skills, Learning & Development

THE SHORTLIST

ASOS

Barclays

Capital One UK

Energy Saving Trust & Home Energy Scotland

(FCA) Financial Conduct Authority

NHS Business Services Authority

Webhelp

WINNER: Webhelp

HIGHLY COMMENDED: Energy Saving Trust & Home Energy Scotland

 

Excellence in Business Process Outsourcing Collaboration

THE SHORTLIST

RAC/Renault Group (UK)

Webhelp & Vodafone

WINNER: RAC/Renault Group (UK)

 

Most Effective Vulnerability Strategy

THE SHORTLIST

Camelot

NatWest Group

Phoenix Group

Scottish Widows

WINNER: Phoenix Group

 

Outstanding Flexible Working Programme

THE SHORTLIST

Legal & General

Webhelp

WINNER: Webhelp

 

Rising Star Award

THE SHORTLIST

Sue Blake, DVLA

Dean Cambridge, Currys

Ciaran Earls, Scottish Widows

Brent Engelbrecht, Currys

Joshua Hodge, Legal & General

Ritika Khare, Barclays

William Voss, NHS Business Services Authority

Samantha Rodriguez, Ulster Bank

Nathan Thomas, DVLA

BRONZE WINNER: Ritika Khare, Barclays

SILVER WINNER: Dean Cambridge, Currys

GOLD WINNER: Ciaran Earls, Scottish Widows

 

Team Leader of the Year

THE SHORTLIST

Lauren Alexander, Legal & General

Anup Bhel, NatWest Group

Scott Cuthbertson, Scottish Widows

Jessica Davies, DVLA

Sridhar Janakiraman, Barclays

James Jefferson, Assurant

Stacey Parnaby, NHS Business Services Authority

Leanne Sealey, Barclays

Fay Williams, Assurant

BRONZE WINNER: Anup Bhel, NatWest Group

SILVER WINNER: Lauren Alexander, Legal & General

GOLD WINNER: Jessica Davies, DVLA

 

Manager of the Year

THE SHORTLIST

Abhimanyu Bakshi, Barclays

Victoria Evans, DVLA

Lewis Harris, Currys

Caitlin Neary, Dorchester Collection

Rebecca Read, NatWest Group

Karley Shenton, Assurant

Hayley Smith, Legal & General Individual Retirements

BRONZE WINNER: Victoria Evans, DVLA

SILVER WINNER: Caitlin Neary, Dorchester Collection

GOLD WINNER: Abhimanyu Bakshi, Barclays

 

Team of the Year

THE SHORTLIST

Currys – Customers for Life

KCOM – The Strategic Transformation Team

Legal & General (Retirements) – Bereavement Team

NatWest Group – Own:It

Webhelp – The Operational Support Team

BRONZE WINNER: Currys – Customers for Life

SILVER WINNER: Webhelp – The Operational Support Team

GOLD WINNER: NatWest Group – Own:It