Outsourcing firms shine at 2023 ECCCSAs
LONDON, UNITED KINGDOM — Several outsourcing firms took top honors across multiple categories at the 2023 European Contact Centre & Customer Service Awards (ECCCSAs).
Concentrix + Webhelp, Cosmote e-Value, Foundever, Teleperformance, and TTEC dominated the stage for outsourcers, winning awards throughout the evening.
In particular, Concentrix + Webhelp Spain, Unisys, and TTEC Poland won the Gold, Silver, and Bronze for Outsourced Contact Center of the Year. Teleperformance Czech Republic also won Gold for Best Multilingual Customer Service.
Meanwhile, Foundever stood out after snagging a Gold for Best New Customer Contact Operation. They also took Silver awards for Best BPO Partnership (Large) with Fiverr, and Best Innovation in Customer Service.
Leigh Hopwood, ECCSAs Managing Director and UK Call Centre Management Association (CCMA) CEO, was pleased to see many European colleagues engaging with the awards this year.
“Our industry is investing its heart and soul into customer and colleague experiences. This is a real opportunity to celebrate what we are achieving,” she added.
The ECCCSAs are now in their 23rd year as Europe’s top customer contact awards program.
Here are all the winners per category:
Operational Excellence Awards
Best New Customer Contact Operation
- Gold Winner: Foundever Spain
- Silver Winner: TDCX Turkiye
- Bronze Winner: Teleperformance Greece
Most Effective Management of Peak Demand
- Gold Winner: Sage Group
- Silver Winner: EDF Energy
- Bronze Winner: PureGym
Greatest Impact of Artificial Intelligence (AI)
- Gold Winner: EDF Energy; Odigo SAS
- Silver Winner: Goldenergy
- Bronze Winner: McDonald’s; Ventrica
Most Effective Application of Technology (EX)
- Gold Winner: TTEC Greece
- Silver Winner: Concentrix + Webhelp
- Bronze Winner: BT Group
Most Effective Application of Technology (CX)
- Gold Winner: Northumbrian Water
- Silver Winner: Concentrix + Webhelp
- Bronze Winner: NatWest Group
Best Business Development Team
- Gold Winner: HP, Concentrix + Webhelp
- Silver Winner: Domestic & General Insurance Plc
- Bronze Winner: Cosmote e-Value
Best Supporting Team (Colleague)
- Gold Winner: Majorel’s Welness & Resiliency Team
- Silver Winner: Chase Bank’s Learning Experience Team
- Bronze Winner: OVO Energy’s Squad Coaches
Best Supporting Team (Colleague)
- Gold Winner: TSB Bank’s Digital Operations
- Silver Winner: Atom Bank’s Operational Effectiveness Team
- Bronze Winner: Valoris Center’s Quality Assurance Operations Team
Best Cross-Functional Collaboration
- Gold Winner: EDF Energy
- Silver Winner: Southeastern Railway, Teleperformance UK
- Bronze Winner: The Very Group
Best BPO Partnership (Small)
- Gold Winner: Bosch and Bentley
- Silver Winner: Cosmote e-Value and Nespresso
- Bronze Winner: Teleperformance Greece and Samsung
Best BPO Partnership (Large)
- Gold Winner: Teleperformance Portugal and Adobe
- Silver Winner: Foundever and Fiverr
- Bronze Winner: Concentrix + Webhelp and HBO Max
Most Effective Improvement Initiative (Process & Technology)
- Gold Winner: Emovis
- Silver Winner: Adobe
- Bronze Winner: Cosmote e-Value
Most Effective Improvement Initiative (People & Customers)
- Gold Winner: BT Group
- Silver Winner: Bitpanda
- Bronze Winner: Konecta
Most Effective Improvement Initiative (People & Customers)
- Gold Winner: IG Group
- Silver Winner: British Gas
- Bronze Winner: Revolut
Employee Experience Awards
Most Effective Learning & Development Programme
- Gold Winner: TTEC Poland
- Silver Winner: Goldenergy
- Bronze Winner: Concentrix + Webhelp
Best Approach to Diversity, Equity, Inclusion & Belonging (DEIB)
- Gold Winner: OVO Energy
- Silver Winner: Teleperformance Portugal
- Bronze Winner: Majorel
Greatest Environment, Social and Governance (ESG) Impact
- Gold Winner: CCIG
- Silver Winner: CitySprint
- Bronze Winner: Concentrix + Webhelp (Legacy Webhelp)
Best Employee Experience (Small)
- Gold Winner: Bitpanda
- Silver Winner: Dojo Sales Executive
- Bronze Winner: IntouchCX
Best Employee Experience (Large)
- Gold Winner: OpsTalent
- Silver Winner: Domestic & General Insurance Plc
- Bronze Winner: Foundever Portugal
Best Employee Experience (Large)
- Gold Winner: OpsTalent
- Silver Winner: Domestic & General Insurance Plc
- Bronze Winner: Foundever Portugal
Best Customer Centric Culture
- Gold Winner: Gousto
- Silver Winner: Bupa
- Bronze Winner: DHL Express
Customer Experience Awards
Best Contact Strategy
- Gold Winner: Severn Trent Water
- Silver Winner: Openreach
- Bronze Winner: Benenden Health
Best Use of Data & Insights
- Gold Winner: Estée Lauder Companies
- Silver Winner: Gousto
- Bronze Winner: ResQ
Best Customer Experience Redesign
- Gold Winner: UK Power Networks
- Silver Winner: IONOS
- Bronze Winner: Mplus
Best Innovation in Customer Service
- Gold Winner: British Gas
- Silver Winner: Bouygues Telecom; Foundever France
- Bronze Winner: Transcom
Best Innovation in Customer Service
- Gold Winner: Teleperformance Czechia
- Silver Winner: TTEC Poland
- Bronze Winner: Teleperformance Greece
Best Customer Service into Europe
- Gold Winner: Nutun South Africa, Charles Tyrwhitt
- Silver Winner: Ascensos South Africa; Aldi
- Bronze Winner: Foundever Egypt; Sony
Best Customer Service Team (Small)
- Gold Winner: CitySprint
- Silver Winner: Atos
- Bronze Winner: Mastercard
Best Customer Service Team (Large)
- Gold Winner: Cosmote e-Value
- Silver Winner: New Balance; CPM Spain
- Bronze Winner: Colt Technology Services
Outsourced Contact Center of the Year
- Gold Winner: Concentrix + Webhelp Spain
- Silver Winner: Unisys
- Bronze Winner: TTEC Poland
Contact Center of the Year
- Gold Winner: Lidl Stiftung & Co. KG
- Silver Winner: Gousto
- Bronze Winner: Bitpanda
Best Pan-European Contact Center Operation
- Gold Winner: Lego
- Silver Winner: easyJet; Concentrix + Webhelp
- Bronze Winner: Foundever
Best Customer Experience (Small Team)
- Gold Winner: Goldenergy
- Silver Winner: Belfius
- Bronze Winner: UK Power Networks
Best Customer Experience (Large Team)
- Gold Winner: Octopus Energy
- Silver Winner: Ageas
- Bronze Winner: Unisys
