Finalists & Winners

2013 | 2012 | 2011 | 2010 | 2009 | 2008

ICMI strives to recognize call centers around the world that most embody call center excellence. Each year, our Elite Selection Committee chooses the "best-of-the-best" to honor the call center's success with our highly coveted Global Call Center of the Year Award. We encourage call centers to apply for multiple categories and nominate multiple colleagues.

2013 Semi-Finalists & Finalists

Call Center of the Year Award Finalists

Best Small-to-Medium (75 agents or less)
Freeman
Housing and Development Board, Singapore
Philly311 Non-Emergency Contact Center
UniSuper - WINNER

Best Large (More than 75 agents)
China Merchant Bank
Garanti Bank
Royal Caribbean International
Wells Fargo Bank - WINNER

Call Center of the Year Award Semi-Finalists

Best Small-to-Medium (75 agents or less)

Cars.com
Jabra
Freeman
Housing and Development Board, Singapore
Hyatt Legal Plans
Parago Communications Canada Inc.
Philly311 Non-Emergency Contact Center
UniSuper

Best Large (More than 75 agents)

American Water
China Merchant Bank
Garanti Bank
Intuit
Royal Caribbean International
Voiance Language Services
Wells Fargo Bank
Zions Bancorporation

Team Award Finalists

Best Strategic Value to the Organization

LifeLock
Nationwide
New York Life Insurance - WINNER
StarTek Inc.

Best QA or Customer Experience Program

LifeLock
OptumRx - WINNER
Progressive
UniTrends
UPMC Health Plan - WINNER

Best Use of Technology

Clearwire, North American Communications Resource
Hyatt Hotels, Interactions Corporation - WINNER
TELUS, OpenSpan, Inc.
The Home Depot, NICE Systems
UPMC Health Plan, Genesys

Professional Award Finalists

Best Call Center Agent

Chris Rectenwald, UPMC Health Plan
Jason Miller, MassMutual
Joyce Ayala, MassMutual
Lauren Bodell, UPMC Health Plan
Melissa Spencer, TransCore Freight Services
Michelle Achey, Guardian Life Insurance
Noe Vazquez, North American Bancard - WINNER
Samantha Grant, Sitel

Best Call Center Supervisor

Brian M. Fornuto, New York Life Insurance - WINNER
Kathie Dorschner, Guardian Life Insurance
Tracy Madden, Intercall
Zoltan Simon, Computer Generated Solutions