Press Release

For immediate release

ECCCSA 2018 finalists announced as tickets for the spectacular Awards Evening go on sale

• Organisations from 19 European countries have reached the finals • Finalists include international brands such as Burberry, Sky, Vodafone, Microsoft, Honda and McDonald’s • Final phase of robust judging process includes face to face site visits and interviews • Tickets for the Awards Evening on Tuesday 27 November now on sale

London, 10 August 2018. The finalists for the European Contact Centre and Customer Service Awards (ECCCSAs) 2018 have been announced and there are some surprises, as well as familiar names, in the line-up.

Addison Lee and esure are finalists in the Large Contact Centre of the Year category whilst The AA and Nissan are in the running for Small Contact Centre of the Year. Booking.com and ServiceSource are amongst those shortlisted for the new award for Best Pan-European Contact Centre, with Affinity Water and ABN AMRO up for Best Customer Insight Initiative.

“The quality of the entries is excellent,” said Ann-Marie Stagg, Chair of the Judging Panel for the awards, “and with an increase in nominations it has been a tough job to agree the finalists. But with a big thank you to our judges, it is now done and we look forward to the site visits and the panel presentations in the next phase of the process.”

This year has seen the number of countries entering these prestigious awards grow with nominations from across Europe including Bulgaria, Czech Republic, France, Germany, Greece, Lithuania, Netherlands, Romania, Spain, Sweden, Turkey and across the UK.

To see the finalists, by category, visit www.ecccsa.com/2018-finalists.

The winners will be revealed at an extravagant Awards Evening on Tuesday 27 November 2018 at Evolution in London’s Battersea Park in front of over 1000 industry professionals from across Europe. Tickets are now on sale at https://www.ecccsa.com/book-table.

European Contact Centre & Customer Service Awards Finalists 2018

Innovation and Technology Awards

Most Effective Implementation of Best Innovation in Customer Service Technology Fasten Barclays Bank and Firstsource Coca Cola Europe Dimensions and GCI Haste Hoist Finance GmbH and Limitless National Express and Limitless Natterbox Sberbank O2 and Vizolution ICON Communication Centres s.r.o. Which? XLN

Best Implementation of AI in Customer Most Effective Business Transformation Service Programme in Customer Service BGL Group Affinity Water Booking.com Co-op Funeralcare Business Stream John Lewis EE and NICE Paymentshield La Compagnie des Alpes and TSC RHP Marks & Spencer Shop Direct Russian Post Virgin Money Vodafone Vodafone

Operational Effectiveness Awards

Most Effective Improvement Programme Most Effective Self-Service Initiative Concentrix Acibadem EE and NICE Creative8 emovis ICON Communication Centres s.r.o. Gousto Intuit Sberbank Marks & Spencer Sky Paymentshield Virgin Money RHP Vonage Yapi Kredi

Best Outsourcing Partnership - less than Best Risk/Fraud Management Initiative 150 seats Assurant Seatwave and 60K Microsoft Assurant and Teleperformance Pindrop Colgate Palmolive and CPM EMEA Three Danone and HGS WorldRemit Royal Mail and CPM Waitrose and Sitel

Best Outsourcing Partnership - more than 150 seats Aeroflot and Teleperformance Russia B&Q and Ascensos ICON Communication Centres s.r.o. and Vonage Lloyds Banking Group and Firstsource New Look and Ventrica Sky and Webhelp Vodafone and Webhelp

Team Awards

Best Customer Service Team - small Best Customer Service Team - large Addison Lee Barclaycard Business Stream esure CPM Jersey Telecom EE NewDay emovis Sykes Global GoCardless The White Company UK Carline UKCloud Wolters Kluwer and Teleperformance Portugal Virgin Wines

Best Complaints Management Team Best Quality Team Barclaycard EE GoCardless emovis Guinness Microsoft Home Group Sberbank Honda Team Knowhow Liverty Teleperformance Greece Nissan Three Tesco Bank Webhelp

Best Contact Centre Support Team Addison Lee Ascensos Barclaycard BGL Group Burberry Capital One Convergys VF International

Customer Experience Awards

Best Multi/Omni-Channel Customer Most Effective Customer Experience in Experience Social Media A1 Telekom Austria Coca-Cola Germany Acibadem EE Danone Microsoft RHP Severn Trent SSE Airtricity Sitel Teleperformance Portugal Sykes Global Teleperformance Russia The AA UK Power Networks Which?

Best Customer Insight Initiative Best Cross-Functional Customer Experience ABN AMRO Aegon Affinity Water Barclays Bank NewDay Booking.com RHP emovis Sberbank NewDay Shop Direct Three and Tech Mahindra Business Services Which? UK Carline Yapi Kredi Webhelp Turkey

Employee Experience Awards

Most Effective Learning and Development Most Effective Health and Wellbeing Initiative Programme Acibadem Bupa Booking.com emovis Jersey Telecom esure ServiceSource Journeycall Sitel Sitel Team Knowhow Teleperformance Greece Three and Tech Mahindra Business Services Utilitywise Webhelp Turkey

Best Voice of the Employee Programme Best Employer - Great Place to Work emovis Amigo Loans esure BGL Group Journeycall EE NewDay GoCardless Teleperformance Greece Renault and Webhelp Turkey Tesco Mobile Partnership Sitel TTEC Teleperformance Greece UK Carline Teleperformance Portugal Teleperformance Russia Tesco Mobile Capita Partnership

Contact Centre Awards

Best Multi-Lingual Contact Centre Best Pan-European Contact Centre Booking.com Booking.com Burberry ServiceSource CPM EMEA Sykes Global ServiceSource Teleperformance Portugal Sykes Global TTEC Teleperformance Greece Teleperformance Portugal Zumba and 60K

Best Outsourced Contact Centre Best Small Contact Centre CPM DAS Legal Expenses davero dialog GmbH Gousto emovis Jersey Telecom RSVP McDonald's Sykes Global Nissan Teleperformance Russia The AA Tesco Mobile Capita Partnership The White Company TTEC Virgin Media Business Ventrica Virgin Wines Webhelp WPG Racing Solutions SRL

Best Medium Contact Centre Best Large Contact Centre Acibadem Healthcare Addison Lee emovis Amigo Loans Home Group Booking.com Lloyds Bank International davero dialog GmbH SSE Airtricity esure Virgin Holidays Journeycall Virgin Media Business Sykes Global Webhelp Turkey Vodafone Easyjet and Webhelp Webhelp Falkirk Yopa

~ END ~

About the ECCCSAs

The European Contact Centre and Customer Service Awards (ECCCSAs) are the largest and longest running awards in the customer contact industry.

Highly regarded for the integrity and credibility of the judging process, with high calibre judges that are handpicked for their experience and knowledge. These judges can recognise organisations that are leading the way in delivering exceptional service to customers.

These organisations value their people, continually innovate to improve the customer experience, and operate efficiently and effectively. And they could be anywhere in Europe.

Winners get the recognition they deserve by celebrating their achievements at the prestigious awards evening hosted by Fiona Bruce on Tuesday 27 November 2018 at Evolution, Battersea Park, London.

For all press enquiries, please contact:

Leigh Hopwood, [email protected], 07746 249132