European Contact Centre & Customer Service Awards 2019 – And the winners are…

Last night over 1,300 customer experience professionals and key industry influencers attended the biggest awards ceremony the customer contact industry has ever seen.

The European Contact Centre & Customer Service Awards (ECCCSAs), now in their 19th year, are the longest running and most credible awards programme in Europe.

The fabulous Battersea Evolution in London was transformed into the glitz and glamour of ‘New York’ to celebrate the best in Europe with nominations from 24 countries.

Legendary Frank Bruno MBE joined Fiona Bruce to present the Gold, Silver and Bronze ECCCSAs to winners across 32 categories.

The full list of winners are below:

Most Effective Application of Technology

Gold: Icon Communication Centres

Silver: Sberbank

Bronze: esure

Best Innovation in Customer Service

Gold: Unbabel and Concentrix

Silver: Shop Direct, Webhelp and Go Beyond

Bronze: Paddy Power Betfair

Best Use of AI and Associated Technologies

Gold: Edwardian Hotels London

Silver: Orange Poland

Bronze: Shop Direct

Most Effective Business Transformation Programme in Customer Service

Gold: Shop Direct

Silver: Three UK and Tech Mahindra Business Services

Bronze: HSBC

Most Effective Digital Customer Experience

Gold: Severn Trent Water

Silver: Vodafone Germany

Bronze: Sberbank

Most Effective Improvement Programme – Colleague

Gold: Ageas

Silver: CPM International

Bronze: Sberbank

Most Effective Improvement Programme – Customer

Gold: Aegon

Silver: TalkTalk

Bronze: Experian

Most Effective Management of Peak Demand

Gold: OVO Energy

Silver: Ventrica

Bronze: Teleperformance Russia

Best Small Outsourcing Partnership

Gold: Sitel group The Body Shop

Silver: Conectart and Samsung

Bronze: Marm Assistance and Ford

Best Large Outsourcing Partnership

Gold: Teleperformance Greece Canon

Silver: Webhelp and Sky

Bronze: Sykes Global and Sony PlayStation

Best Fight Against Fraud Initiative

Gold: Assurant Solutions

Silver: Pindrop and Bank of Ireland

Bronze: Shop Direct


Best Small Customer Service Team

Gold: Atom Bank

Silver: Abel & Cole

Bronze: GoCardless

Best Large Customer Service Team

Gold: Barclays

Silver: Sberbank

Bronze: National Grid Metering

Best Complaints Management Team

Gold: EE

Silver: Vodafone

Bronze: Three UK and Tech Mahindra Business Services

Best Quality Management Team

Gold: Microsoft

Silver: CPM International

Bronze: Vodafone UK

Best Contact Centre Support Team

Gold: Estee Lauder Companies

Silver: Team Knowhow

Bronze: Assurant


Best Use of Customer Insight

Gold: New Day

Silver: Business Stream

Bronze: Samsung and Teleperformance Netherlands

Most Effective Customer Experience in Social Channels

Gold: Sky

Silver: Severn Trent

Bronze: Barclays

Best Customer Engagement Initiative

Gold: Ionos

Silver: RSA Motability

Bronze: HGS

Best Cross-Functional Customer Experience Initiative

Gold: Business Stream

Silver: Barclays

Bronze: BGL Group


Most Effective Learning and Development Initiative

Gold: Team Knowhow

Silver: Sberbank

Bronze: ASFiNAG

Giving Something Back

Gold: Census Group

Silver: Teleperformance Greece

Bronze: BGL Group

Best Voice of the Employee Programme

Gold: All Clear Travel Insurance

Silver: Vodafone

Bronze: Ascensos

Best Employer – Great Place to Work – Small

Gold: Expedia Group

Silver: Emovis Leeds

Bronze: Microsoft Dublin

Best Employer – Great Place to Work – Large

Gold: Sberbank

Silver: OVO Energy

Bronze: BT – Dundee and Stoke


Best New Contact Centre

Gold: teledirect

Silver: Samsung

Bronze: WPG Racing Solutions

Best Multi-Lingual Contact Centre

Gold: Teleperformance Greece

Silver: Expedia Group

Bronze: Burberry

Outsourced Contact Centre of the Year

Gold: TTEC

Silver: Webhelp

Bronze: Telecontact

Small Contact Centre of the Year

Gold: Gousto

Silver: National Grid Metering

Bronze: Burberry

Medium Contact Centre of the Year

Gold: BT Newcastle

Silver: Aegon and Atos

Bronze: Co-op

Large Contact Centre of the Year

Gold: BGL Group

Silver: Sberbank

Bronze: New Day

Best Pan-European Contact Centre

Gold: Teleperformance

Silver: TTEC

Bronze: Sitel Group


Read more about ECCCSA and highlights from the evening here.