Judging Process
Enjoy the experience
Naturally, some people are nervous about going through a judging process. But please don’t be. Enjoy it!
We work hard to make sure that all finalists enjoy the experience. We brief our judges to provide an experience that enables all the nominees to feel relaxed and comfortable, and they know how to get the most from each person they speak with.
Importantly, to ensure the credibility of the process, judges are asked to declare any conflicts of interest with who they are judging. The awards team goes out of its way to ensure that competitors don’t judge each other, that outsourcers don’t judge outsourcers, and that sponsors are treated equally. These awards have independent Head Judges to oversee and validate the process.
The winners are identified by taking all the scores from the judges and calibrating them. When the results are close, special attention is given to the comments from the judges and, if required, the judges are invited to a call to talk through the nominations with the Head Judge.
These are the most robust awards in the UK industry, where it’s the industry leaders that identify the winners through a fair and rigorous judging process. And that’s why, when you are recognised as a winner, it means so much and can be life changing.
Stage 1: Shortlisting
All entries will be reviewed by a panel of judges and shortlisted against the judging criteria. We will advise those successful or unsuccessful within four weeks of the closing date.
Stage 2: Finals
The process for this stage depends on the category that you are being judged against.
Stage 2 for Individuals: Interviews
- Finalists in the Individual categories will have an interview using a virtual platform. The small panel of judges will also talk with your line manager to explore your achievements further. The judges will ensure that they ask questions to be able to assess your nomination against the set criteria fairly.
Stage 2 for Teams and Organisations: Panel Judging
- Team and organisation categories (excluding Best Contact Centre Culture) finalists will be invited to attend a virtual panel judging session lasting one hour.
– Introduction to the judges
– A short presentation of why you think you should win the category you have been shortlisted for
– Question and answer session.
Stage 2 for Best Contact Centre Culture: Showcase
- Best Contact Centre Culture Finalists will be invited to showcase their contact centre to the judges. A proposed agenda will be provided that will last circa three hours. Ideally this will be a visit to the contact centre.
Judging Contact Centre Excellence Category
CCMA Accredited Contact Centres are automatically considered for the Contact Centre Excellence Category. The organisation with the greatest score from their in-depth independent assessment from the preceding 24 months will be crowned Gold winner.
To become a CCMA Accredited Contact Centre, contact mel@ccma.org.uk or visit the CCMA website here.