The 20th European Contact Centre and Customer Service Awards 2020 will recognise brilliance in crisis response as they open for entries

1st May 2020
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The greatest awards programme in the European customer contact industry has opened for entries. The 20th anniversary edition of the European Contact Centre and Customer Service Awards 2020 launched today and include new categories to recognise those that have responded to the coronavirus crisis.

Ann-Marie Stagg, Chair of the Judges, said: “People across the industry have demonstrated how agile they can be to adapt to the COVID-19 pandemic. We simply cannot let their hard work and efforts go by without thanking the teams of people across Europe that have responded to this crisis.”

The programme launches with six new categories this year:

  • Best Homeworking Programme
  • Responding to a Crisis – Supporting Customers
  • Responding to a Crisis – Supporting Colleagues
  • Responding to a Crisis – Providing Leadership
  • Responding to a Crisis – Supporting the Community
  • Responding to a Crisis – Best Partnership Solution

“There is one thing that will not change in 2020 and that’s the robustness of the judging process,” explains Ann-Marie. “These awards are famed for the strength of the judging. We are privileged to have the largest team of senior industry professionals on the judging panel. They are incredibly knowledgeable and engage superbly with the finalists, adding huge value to the process.”

“This year will be extra special as we celebrate 20 years of the ECCCSAs,” explains Marketing Director, Leigh Hopwood. “We are looking forward to sharing our anniversary celebrations with the Finalists, our sponsors and media partners, and all our guests when we announce the winners at the awards evening on Tuesday 24 November in London.”

Being an ECCCSA (pronounced EKSA) winner is a prestigious accolade that has proven to raise the profile of a customer contact operation, its capabilities and its stars. The ECCCSAs are now accepting entries online at www.ecccsa.com until Friday 28 August 2020 and have an early bird offer available until the end of June.

“Once again, we are making it as easy as possible for companies to enter. We have launched a Toolkit to help with the entry process, I will be hosting a live webinar in June, and we will have a host of videos and articles of support,” says Jackie Pringle, Head of Operations at the ECCCSAs. “Of course, people are invited to get in touch with us should they have any questions or queries on the awards programme at all.”

Russell Wilson, Head of Group Contact Centres for the Markerstudy Group, said of the ECCCSAs: These are the European Champs in our industry! The ECCCSAs have become ‘proper’ European awards with countries from all over Europe entering. And as for the awards evening, it never fails to wow me and is the best awards night I’ve ever been to!”

While Director of Customer Care UK at The Estée Lauder Companies, Tracy Kellaway, said: “We have taken part in other awards in the past and hand on heart this surpassed those by miles!” 

Orange Poland won an award for Best Use of AI and Associated Technologies in 2019. Sebastian Grabowski, IoT & Advanced Technologies Director, said: “it was a pleasure to take part in this competition, and also a great surprise to win Silver. I really didn’t expect that. For me being a Finalist was enough of an achievement. So, when I heard that Orange Poland won second prize I was so surprised and overwhelmed.”

Nominations for the ECCCSAs 2020 open on Friday 1 May 2020. The winners will be announced at a prestigious awards evening hosted by Fiona Bruce, TV presenter and journalist, on Tuesday 24 November 2020 at Evolution, Battersea Park, London.