Top Tips for a Winning Entry
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FAQ

1. How do I submit my entry fee payment?

Once you've submitted your application, please make your payment by visiting this link.

2. I have supplemental materials/attachments I'd like to include with my entry. How should I submit those?

Please email any attachments to awards@icmi.com and include your company name and entry category in the subject line.

3. When will finalists be announced?

We'll announce finalists in early March, and each applicant will receive an email with notification of their status.

 

TOP TIPS FOR A WINNING ENTRY

Staring at a blank entry form can be daunting and it can be difficult to know how to convey the amazing achievements of your team over the past year. Below is some advice for making sure your entry stands out from the rest.

 

1. Allow yourself plenty of time to prepare your entries

Be sure to set aside plenty of time to write your entry and get input from around the business. 


2. Think carefully about which category you want to enter

Don’t just go for the one you like the sound of. Think about what your main achievements have been and play to your strengths by entering the most relevant category for your team. Also, bear in mind that you will need hard, quantifiable results to really wow the judges. Can’t find these?  You may want to consider another category.


3. Stay focused

It’s tempting to tell our judges about every great thing your team has accomplishes, but it’s important to stick to the criteria. Tell the judges about your best and most valuable achievements in a clear, consistent way. If you can, try and tell a story with your entry. For example, the reason for the initiative is the beginning, the middle is how you implemented it and the ending is the results you have gained.


4. Read the questions on the entry form carefully and make sure that you are answering them correctly

This sounds simple, but you’d be amazed how many entrants misunderstand the questions or include information with questions that are not relevant.


5. Remember that the judges don’t know your business – avoid acronyms

The simpler the better. Take a step back from the environment and processes you are absorbed in every day. We’ve seen lots of entries that seem to assume that all customer service operations run in the same way, but this is not the case; therefore it’s best to be as clear as possible.


6. Involve the whole team

Ask staff at all levels for input – there may be hidden gems within the business that you don’t know about – and staff may have unique ideas about information to include. Your team will gain a lot from looking back and seeing everything they’ve achieved – and they well feel appreciated. Also consider the benefits of talking to someone at a high level. This may give you a good idea of how the initiative or the person has affected the business as a whole and how it fits into the company’s strategic goals.


7. Evidence, evidence, evidence

Keep statements factual, as this will help with the credibility of your entry. For example, instead of saying: “We have an excellent training program, say: ‘Our new training program has contributed to our customer satisfaction increasing by 20% since the program began.” Statistics are important, but remember that customer service is about people – so try to mention your teams as often as possible and share what they think about the initiatives or individuals your entry focuses on.


8. Don’t forget the customer!

It’s essential that you make it clear how the individual or initiative has impacted customers. Including customer testimonials is incredibly powerful – choose the best few examples that clearly and concisely demonstrate your excellence.


9. Presentation, spelling and grammar

It sounds obvious, but it’s difficult to overstate how important this is. Make sure to build time in your entry process for proofreading. Try reading the answers to the questions aloud to a friend or relative – if it makes sense to them, it will definitely make sense when read on paper. 

10. Supporting material

Don’t overload judges with supporting materials that aren’t relevant to your story. Carefully consider how you can most effectively illustrate your success. For example, if you’ve talked about your people, attaching photos of them will help give your entry personality.

 
QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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