Congratulations to ICMI's 2012 Global Call Center of the Year Award Winners!!
Sponsored by: 
Gold Awards
Large Call Center
Small-Medium Call Center
Silver Awards
Quality
Strategic Value
Technology
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.
Global Call Center of the Year Gold Award
One Small-to-Medium Call Center (75 agents or less) and one Large Call Center who best exemplifies an Overall Superior Call Center will be awarded this honor.
Finalists are determined based on the following criteria:
- Show a strong grasp of the core and advanced principles of effective call center management.
- Measure the right metrics and consistently meet or exceed key performance objectives – always mindful of each metric’s impact on the customer experience.
- Sustain a positive work culture that fosters employee engagement, development, and continuous improvement.
- Demonstrate innovation and progressive strategy in terms of people management, processes and technology.
- Continually strive to strengthen the call center’s role within and strategic value to the larger organization.
Four Gold Award finalists (two from each of the two call center size categories) will join us at our annual ACCE 2013 Expo in Seattle, WA for a final interview with panel judges to determine the ultimate award recipient.
Global Call Center of the Year Silver Awards
In addition to the Gold award, call centers also have the option to be considered for the following Silver awards:
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Quality: This award is given to the contact center that best manages and leverages its Quality Assurance program, from the program’s design and how it serves the customer and the business to monitoring and coaching, including how the center scores and uses those scores to improve customer satisfaction and loyalty, agent training and development and the organization’s investment.
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Strategic Value: The call center that takes home this trophy is one that both understands and contributes to the organization’s strategic goals. It’s not simply a matter of aligning with the organization’s vision or mission statement, but how the center shapes (e.g., through intelligence, revenue, customer loyalty) and enables the organization’s success.
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Technology: This award is given to the contact center that has most successfully leveraged technology to improve customer service. This includes how the technology was selected or developed, team structure, performance prior to implementation vs. after and how this technology or tool was identified to meet the contact center's objectives.
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Customer Experience: New for 2013, this award will go to the organization that has best leverages its people, processes, and technology to drive customer satisfaction and loyalty for the brand.
Award Ceremony
Join the call center community in honoring the 2013 Global Call Center of the Year Award winners during ACCE 2013.
Finalists will receive:
- Two all-access event passes to the ACCE show (nearly a $4000 value)
- Invitations to the Award Ceremony
Winners will also receive:
- A trophy honoring their accomplishment
- An interview spot on an event webcast
- Promotion in an ICMI press release
- Profile in the industry-leading “Call Center Insider” newsletter
- Recognition on ICMI.com
- Permission to use the highly recognized Global Call Center of the Year Award logo for print and online to further promote their honor to corporate executives and customers
New for 2013!
Global Call Center of the Year Silver Award Category: Customer Experience
This year we've added one honorable mention category for Customer Experience, which will go to the organization that has best leverages its people, processes, and technology to drive customer satisfaction and loyalty for the brand. The top call center who receives the highest ratings in this categories will receive our Global Call Center of the Year Silver Award.
Past Global Call Center of the Year Award Winners
