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Contact centres at the heart of great customer service InassociationwithContactCentreNetworkNorthernIreland



StarsoftheNIcontactcentre industrycelebratesuccess


ONTACT centres from across Northern Ireland were honoured at the second annual Contact Centre Network NI Awards recently. Hosted at the Crowne Plaza Belfast, the event was attended by 300 industry professionals who celebrated best practice in the sector. Organised by not-for-profit industry body Contact Centre Network NI (CCNNI), the awards celebrated the contribution of both individuals and companies working within the vibrant NI contact centre industry, which now employs thousands of people who work in contact centres of all sizes and cover the needs of all industries. Contact Centre Network NI works alongside centres to highlight the contribution NI’s contact centre industry makes to the economy and the wide range of career opportunities available. Director of CCNNI, Liz Ward said: “As a key regional employer the contact centre industry is vital to the Northern Irish economy. We set up Contact Centre Network NI (CCNNI) to support this dynamic industry and create a focal point for organisations, with a clear mandate to positively impact our members and indeed that of the industry as a whole. “We are delighted to deliver

innovative business seminars plus bespoke and engaging user groups designed to facilitate the sharing of best practice throughout Northern Ireland, where there is an established shared vision, shared purpose and common goals. It is an important testament to the strength of the industry that we can showcase so many great people and companies – who are all examples of best practice.” Reflecting on the Awards, co-director of Contact Centre Network NI (CCNNI), Jayne Davies said: “We were delighted to receive a record number of truly outstanding entries from organisations across Northern Ireland, all hoping to shine a light on their achievements and gain recognition for their people. The contact centre industry has grown to become one of the region’s major employers, offering fantastic career opportunities within some of the biggest brands in the UK. These Awards are

vitally important in recognising the stars of the industry in Northern Ireland and we would like to congratulate all our finalists and winners for their excellent performance. ” Headline sponsors of the evening were Jabra who presented two of the most prestigious awards for Small to Medium In-house Contact Centre of the Year which was won by Danske Bank and Large In-house Contact Centre of the Year won by Ulster Bank. John Nesbitt, sales director Ireland at Jabra added “We were honoured to be part of this special evening to help celebrate success within the Northern Irish contact centre industry and to see so many deserved winners take to the stage to collect their awards. All finalists and winners should be immensely proud of their achievements and the huge part they play in delivering exceptional customer service on a daily basis in this demanding working environment.” Other sponsors at the event included: Allstate NI, Ulster University Business School, Sensée, SVL Business Solutions, TTEC and Firstsource Solutions. For further information about Contact Centre Network NI visit:

CCNNI Awards hosted by comedian Andrew Ryan

Belfast Telegraph Tuesday October 29 2019



Belfast Telegraph Tuesday October 22 2019

And the winners are... A broad spectrum of contact centres shone at the awards gala. This year’s winners are:


Newcomer of the Year: Liam Hanna, BNP Paribas Personal Finance Trainer of the Year: Rosie McVeigh, Northern Ireland Child Maintenance Service Support Person of the Year: Heather McDowell, Lloyds Banking Group Support Manager of the Year: Mark Fitzgerald, Power NI Advisor of the Year: Chris Maginness, BNP Paribas Personal Finance Sales Agent of the Year Joint Winners: Leeanne Henry, Yell UK and Scott Coursey, Teleperformance Team Leader of the Year: Lisa Peoples, BNP Paribas Personal Finance Contact Centre Manager of the Year with Under 200 Seats: Helen Moody, BT Contact Centre Manager of the Year with Over 200 Seats: Neil Armstrong, Ulster Bank Individual Silver awards were also presented to: Newcomer of the Year: Ryan Miskelly, Santander Trainer of the Year: Nathan McDonald – SSE Airtricity Joint Support Person of the Year: Ciara McCabe, Concentrix & Gerard Taggart, Echo NI Joint Support Manager of the Year: Stephen Horan, Yell & Karen Robb, Capita BBC Audience Services Advisor of the Year: Glenn Smith, Ulster Bank Team Leader of the Year: Amanda McCallion, Power NI Contact Centre Manager of the Year with Under 200 Seats: Heather Crowe, Teleperformance

Contact Centre Manager with under 200 seats, Helen Moody, BT, presented by John Nesbitt, Jabra and Andrew Ryan

Support Person of the Year Heather McDowell, Lloyds Banking Group, presented by Claire Galbraith, Aware and Andrew Ryan

Newcomer of the Year Liam Hanna, BNP Paribas Personal Finance, presented by Ruth Mercer, Ulster University Business School and Andrew Ryan

Teamleader of the Year, Lisa Peoples, BNP Paribas Personal Finance presented by Kerry Beggs, CCNNI and Andrew Ryan


People Development: Allstate Northern Ireland Customer Engagement: BT Support Team of the Year: Danske Bank Corporate Social Responsibility: Lloyds Banking Group People Engagement: Sensée Business Improvement Strategy: TTEC Belfast Outsourced Contact Centre of the Year: Firstsource Solutions Small to Medium In-house Contact Centre of the Year: Danske Bank Large In- house Contact Centre of the Year: Ulster Bank Company Silver awards were presented Support Team of the Year: Concentrix People Engagement: Capita PIP Enquiry Team

Tuesday October 22 2019 Belfast Telegraph


People Development winner Allstate NI , presented by Laura Hourican, Firstsource Solutions

Contact Centre Manager with over 200 seats, Neil Armstrong, Ulster Bank, presented by John Nesbitt, Jabra

Support Manager of the Year, Mark Fitzgerald, Power NI presented by Mark Walton, SensĂŠe

Customer Engagement winner, BT, presented by Neil Russell-Smith, TTEC

Small to medium Contact Centre of the Year, Danske Bank, presented by John Nesbitt, Jabra

Outsourced Contract Centre of the Year, Firstsource Solutions, presented by SVL Business Solutions

Support Team of the Year, Danske Bank, presented by Liz Ward, DirectorCCNNI

Business Improvement Strategy winner, TTEC, presented by Peter Barber, Allstate

Large Contact Centre of the Year, Ulster Bank, presented by John Nesbitt, Jabra

People Engagement winner, SensĂŠe, presented by Richard Abdy, SVL Business Solutions




Belfast Telegraph Tuesday October 29 2019



ONTACT Centre Network NI (CCNNI) is a new membership organisation delivering support to contact centres across Northern Ireland. We aim to:

novative, multi-channel industry which offers competitive salaries, great places to work and fantastic opportunities for development. “Having a dedicated group to represent and champion the industry is an essential way of gaining recognition for this vital part of the economy. Membership is also a great way to connect your organisation to the wider industry and keep up-to-date with the latest developments in an ever-changing business world.”

• Raise awareness of the industry and position it as a career of choice • Build a network of contacts to encourage innovation and share best practice • Develop skills and enhance professional development Membership is free to all contact centre, shared service centre and customer service employers and professionals working across Northern Ireland.

Members enjoy a range of best practice events, knowledge sharing opportunities, user groups and training that will enable them contact centres to maximise their centre and staff.

Making the connections Through the Contact Centre Network you can connect with organisations across many sectors including: IT, Financial Services, Retail, Utilities and Public Sector organisations, plus many more. Membership is a perfect chance to: • Network and share best practice with industry leaders • Keep up to date with the latest industry developments

Our contact centre members also benefit from many free initiatives including:

By Grainne O’Kane Firstsource Solutions • Join an extensive programme of events and special interest groups • Gain access to industry information and advice via our dedicated helpdesk • Enjoy special discounts for our paid-for events, training and annual awards Chair of the Network and Vice President of Human Resources UK at Firstsource Solutions, Grainne O’Kane, believes that contact centres are a growing industry. Grainne says: “There’s so much more to contact centres than just being on the phone. This is an in-

Business Seminars Attend up to four business seminars per year, featuring industry experts on a range of relevant topics to share best practice and encourage innovation. Member Visits Enjoy the unique opportunity of visiting other member operations in the region – great for benchmarking. User Groups Our special interest user groups enable more of your people to share industry information and gain tips to take back to the business. Helpdesk Through the Helpdesk members can connect with the region and gain advice on any topic, chal-

lenge, benchmarking or market intelligence. Contact Centre Members can also enjoy discounts on our training, consultancy services and a variety of additional events dedicated for staff working across the contact centre (from Agents to Team Leaders, HR Professionals to Planning Managers) that will stimulate engagement and development and enhance the

productivity of the centre. Our Professional Consultancy Services offer a one-stop check for organisations of all sizes offering on-site analysis, recommendations for development and support for implementation. While our mix of open and bespoke courses can be delivered on or off site, including core areas such as Leadership, Sales and Presentation Skills. We also offer associate mem-

berships specifically designed to meet the needs of associates and suppliers to the contact centre industry, providing high-level networking at low cost commitment and offering a range of services designed to add value to your business. Time to get involved! To understand how you can be a part of this dynamic new network visit:

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