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News » Outsourcing firms shine at 2023 ECCCSAs

Outsourcing firms shine at 2023 ECCCSAs

Outsourcing firms 2023 ECCCSAs
Photo from ECCSA.com

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

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