European Call Centre of the Year
British Gas Cardiff, Cardiff, UK
Lifetime Achievement
Simon Roncoroni, Director, Simon Roncoroni Consulting
Judges Special Award
Sarah Billman, Head of Horizons Compliance and Complaints, Aviva
Industry Champion
Cheryl Black, Customer Service Director, Telefónica O2 UK
Non-European Call Centre of the Year
Winner: 24/7 Customer, Bangalore, India
Shortlisted: Intelenet Global Services, Mumbai, India
Shortlisted: Ken Tech Data Nairobi, Kenya KenCall EPZ, Nairobi, Kenya
Shortlisted: Logica, Bangalore, India
Shortlisted: Telkom, Centurion, South Africa
Best Virtual Call Centre
Winner: Jobcentre Plus Contact Centre Directorate (CCD)
Highly Commended: Siemens IT Solutions & Services (Siemens) with NS&I
Shortlisted: Oceans Connect
Best Multi-Channel Contact Centre
Winner: CEZ, Pilsen, Czech Republic
Highly Commended: The Listening Company, Richmond, UK
Commended: UK LV=, UK
Best Campaign
Winner: UK HM Revenue & Customs (HMRC) with the Tax Credit (TC) Outbound Campaign, Peterlee, UK
Highly Commended: Coventry Building Society with the Poppy Bond Appeal, Coventry, UK
Shortlisted: Sitel with Park Resorts Campaign, Stratford-Upon-Avon, UK
Corporate Responsibility Award
Winner: Homeloan Management Limited (HML), Derry, Northern Ireland
Highly Commended: TD Waterhouse, Leeds, UK
Shortlisted: HM Revenue & Customs
Best Centre to Work For
Winner: UK British Gas Cardiff, Cardiff, UK
Highly Commended: UK LV=, UK
Shortlisted: CompuCredit UK, Crawley,
Shortlisted: Aviva, Glasgow
Best Outsourcing Partner
Winner: The Listening Company, Richmond, UK, with Sky
Shortlisted: arvato services Bertelsmann, Brandenburg, Germany with easyJet
Shortlisted: RESPONSE, Glasgow, UK with Hiscox
Shortlisted: Wunderman, Coventry, UK with JAGUAR
Best People Practice
Winner: Cable and Wireless, Manchester, UK
Highly Commended: Denplan, Winchester, UK
Shortlisted: Coventry Building Society, Coventry, UK
Shortlisted: Gem, Belfast, UK
Shortlisted: United Utilities, Warrington, UK
Best Centre for Customer Service
Winner: Tesco Mobile, Bury, UK
Highly Commended: RIAS, Dorset, UK
Shortlisted: Deutsche Telekom Kundenservice, Bonn, Germany
Shortlisted:Logica, Bridgend, UK
Shortlisted:RBS Direct Brands Mortgages, Norwich, UK
Shortlisted:The Camping and Caravanning Club, Coventry, UK
Best Improvement Strategy
Winner: British Gas Cardiff, Cardiff, UK
Highly Commended: Nottinghamshire Police, Nottingham, UK
Commended: Telefónica O2, Preston Brook, UK
Shortlisted: HEROtsc, Falkirk, UK
Shortlisted: Royal Bank of Scotland - UK
Shortlisted: Retail Operations, Leading The Way Programme, Glasgow, UK
Shortlisted: United Utilities, Warrington, UK
Best Small Call Centre
Winner: Britvic Soft Drinks, Solihull, UK
Shortlisted: GoResponse, Sittingbourne, UK
Shortlisted: The Camping and Caravanning Club, Coventry, UK
Shortlisted: United Utilities, Warrington, UK
Best Medium to Large-Sized Call Centre
Winner: Coventry Building Society, Coventry, UK
Commended: The Listening Company, Richmond, UK
Shortlisted: Cable and Wireless, Manchester, UK
Shortlisted: Holiday Extras, Hythe, UK
Shortlisted: Telefónica O2, Limerick, Ireland
Best Use of Technology
Winner: Telefónica O2 UK (Transformation Programme), Preston Brook, UK
Highly Commended: British Gas Cardiff (Customer Feedback Tool), Cardiff, UK
Shortlisted: The Listening Company (Webchat), Richmond, UK
Shortlisted: Versatel (Knowledge Management Application), Flensburg, Germany
Best Product at Call Centre Expo
Winner: SkillsPlanner by Silver Lining Solutions SmartPoint Version 4 by Smartpoint Technologies
Shortlisted: Aspect® Unified IP® v6.6 by Aspect Nexidia Enterprise Speech Intelligence (ESI) by Nexidia
Shortlisted: Pre-hire candidate assessment software by PreVisor UK
Advisor of the Year
Winner: Renata Wolniewicz, Support Services - Operations lead, Dell Ireland, Dublin, Ireland
Highly Commended: Scott Barker, Customer Advisor, Aviva, Glasgow, UK
Shortlisted: Hayley Hollands, Mortgage Sales Consultant, Royal Bank of Scotland, Norwich, UK
Shortlisted: Raj Dhillon, Customer Advisor, United Utilities, Warrington, UK
Shortlisted: Ranbir Humphreys, Sales and Service Advisor, CPP Group, Tamworth, UK
Shortlisted: Shazad Yousaf, Crisis Loan Decision Maker, Jobcentre Plus, Halifax, UK
Contact Centre Manager of the Year
Winner: Aileen Barclay, Contact Centre Manager, Jobcentre Plus Contact Centre Directorate (CCD), Dundee, UK
Highly Commended: Ian Hayhoe, Senior Operations Manager, Telefónica O2 UK, Preston Brook, UK
Shortlisted: Eoin O'Sullivan, Customer Care Manager, Telefónica O2, Limerick, Ireland
Shortlisted: Fran Hudd, Contact Centre Manager, Her Majesty’s Prison Service (HMPS), Newport, UK
Shortlisted: Jeremy Keigan, Customer Service Manager, United Utilities, Warrington, UK
Shortlisted: Kate Butland, UCAS Customer Service Manager, UCAS, Cheltenham, UK
Shortlisted: Sharon Slinn, Senior Operations Manager, Customer Relations, Telefónica O2 UK, Leeds, UK
Shortlisted: Sylvia Collis, CSC Head of Operations, Cable and Wireless, Manchester, UK
Small Team of the Year
Winner: Aviva with Horizon Customer Care Team, Norwich, UK
Highly Commended: UCAS with The Schools and Colleges Team, Cheltenham, UK
Shortlisted: London General Insurance Ltd (LGI) with The John Lewis Partnership Service Plan Team, Mitcheldean, UK
Shortlisted: Thomson Reuters Legal with Sweet & Maxwell International Customer Service IMPEX Team, Andover, UK
Large Team of the Year
Winner: Dell Ireland with EMEA Solutions Support Team (SST), Dublin, Ireland
Shortlisted: BSKYB with the Broadband and Talk Technical Management Team, Dunfermline, UK
Shortlisted: CPP Group (CPP) with the Claims Team, York, UK
Shortlisted: Telefónica O2 Ireland with the Data & Internet Team (D&I), Limerick, Ireland
2009 WINNERS & FINALISTS
