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18 & 19 MARCH 2020


UKCCF National Award Winners Announced!

The UK Contact Centre Forum is pleased to announce the results of its inaugural national awards programme.

The winners, and highly commended finalists, were announced at a glittering gala dinner at the Ricoh Arena, Coventry on Friday 2nd November 2018.  

The winners were:

Individual Categories

Agent of the Year (Private Sector, South): Sean Lelliott, LV=

Highly commended: Jane Johnson, FirstCare

Agent of the Year (Private Sector, North): Luke McNulty, Ikano Bank

Highly commended: Ismail Mohammed, Virgin Money

Agent of the Year (Public Sector): Martin Hollis, Bromford

Highly commended: Jan Perry, Telford & Wrekin Council

Highly commended: Victoria Trumper, Telford & Wrekin Council

Team Leader of the Year: Simon Braddick, Cadent Gas

Highly commended: William Landymore, Pearson

Manager of the Year: Anthony Pompa, Arvato

Highly commended: Jennifer Curtis, Firstcare

Head of Contact Centre / Director of the Year: Giles Owen, Bristan Group

Highly commended: David Sands, Pearson

Highly commended: Tracie Heiser, Thurrock Council

Industry Newcomer of the Year: Bethany Cooper, InTouch Games

Highly commended: Daisy Beck, Bromford

Highly commended: Ryan Davidson, Virgin Money

Support Person of the Year: James Matthews, Pearson

Highly commended: Gemma Lohbeng, Nominet

Team Categories

Support Team of the Year: Nominet

Highly commended: NewDay

Highly commended: Arvato

Highly commended: Virgin Money

Complaints Management Team of the Year: Nissan Motors

Highly commended: Cadent Gas

Highly commended: Celebrity Cruises

Recruitment Team of the Year:

Highly commended: Reassure/ Tate Recruitment

Social Customer Service Team of the Year: TalkTalk

Highly commended: AXA Insurance for Swiftcover

Digital Customer Services Team of the Year: The Chat Shop

Highly commended: Irwin Mitchell

Company Categories

Home Agent Operation of the Year: The Chat Shop

Highly commended: Arise Virtual Solutions

Best use of Technology: Gala Tent

Highly commended: Hillarys Blinds

Outsourcing Partnership of the Year: Sitel & Waitrose

Highly commended: TTEC & Fontem

Employee Engagement Strategy of the Year: Bristan Group

Highly commended: TTEC

Highly commended: CCA International

Improvement Strategy of the Year: Pearson

Highly commended: Hillarys Blinds

Highly commended: Cadent Gas

Public Sector Contact Centre of the Year: Bromford

Highly commended: Thurrock Council

Highly commended: Network Homes

Contact Centre of the Year (Under 100 seats): Nissan Motors

Highly commended: Arvato

Contact Centre of the Year (Over 100 seats): Amigo Loans

Highly commended: Caravan and Motorhome Club

Highly commended: Ventrica

The UKCCF National Awards Programme 2018 recognises individual, team and company best practice amongst the 6000+ contact centres – rewarding innovation, team-working, employee engagement, the delivery of superb Customer Experience and more.

Trevor Butterworth, Founder of the UK Contact Centre Forum said “2018 has been a fantastic year for the user group and we have had an outstanding response to our first national awards programme. With 30% more entries than ever before - and each category fiercely contested. A massive well done to all the individuals, teams and organisations that have been recognised at this year’s Awards.”