Customer Contact Centre of the Year

HOW DO I ENTER?

Visit our 'How to Enter' page for our Items Checklist & Step-by-Step Guide. CLICK HERE.

Once you have created your PDF submission and you have all items in the Items Checklist, submit your entry via the Online Entry Form. CLICK HERE.

This award recognises a high-performing customer contact centre in Ireland that has delivered exceptional service, demonstrated operational excellence, and placed the customer at the centre of everything it does over the past 12 months. The winning contact centre will show clear evidence of customer-focused strategy, employee engagement, service innovation, and measurable impact on customer satisfaction and business performance. Judges will be looking for a combination of strong leadership, innovation, team development, and proven results in delivering outstanding customer experiences across voice, digital, and/or hybrid channels. Entry is by a 5-page A4 submission. Judges will be looking for clearly presented, evidence-based responses that address the following criteria:

  • Organisation Overview: Provide an overview of your contact centre, including location(s), team size, industry sector, service channels (e.g. phone, email, chat, social), and customer base.
  • CX Strategy & Objectives: Outline your contact centre’s strategic approach to delivering excellent customer experience. Describe your key objectives and how they align with broader organisational goals.
  • Team Development & Culture: Explain how your contact centre fosters a strong internal culture, develops team members, and promotes customer-first thinking. Include training, coaching, wellbeing, and recognition programmes.
  • Innovation & Operational Excellence: Detail any innovations or improvements introduced in the last 12 months—such as new technologies, automation, AI, or process optimisation—and how they enhanced service delivery or efficiency.
  • Customer & Business Impact: Provide measurable outcomes from the past year that demonstrate success, such as increased CSAT/NPS, reduced handling times, improved FCR (first contact resolution), employee engagement, or cost-to-serve.
  • Supporting Evidence: Include any additional information that strengthens your entry—such as testimonials from customers, staff, or clients, awards won, or leadership endorsements.