“To get this kind of recognition is incredible” – ECCCSAs winners describe impact of award wins

The European Contact Centre & Customer Service Awards (ECCCSAs) offer contact centres across Europe the opportunity to vie for recognition amongst fellow continental operations and to celebrate shared successes. But what impact do the awards have on category winners?

For Unisys, winning Gold for Best Customer Experience at 2024’s ECCCSAs was the culmination of a collective effort. “It’s the best feeling in the world,” says Patrycja Sobera, Senior Vice President and General Manager, Digital Workplace Solutions.

“The best thing about it is that the entire team has been working so tremendously hard on not only developing best processes but also delighting our clients and end-users.”

Now celebrating its 25th year, the European Contact Centre & Customer Service Awards (ECCCSAs) has firmly established itself as the most prestigious and credible awards programme for the European customer contact industry.

Acknowledged as the largest and longest-running continental awards programme in the sector, the ECCCSAs shine a spotlight on organisations across Europe that are delivering outstanding customer experiences, driving innovation and putting people at the heart of their operations.

Entering the ECCCSAs is more than just a bid for a trophy. It’s a chance to recognise the individuals and teams who have gone above and beyond – often in challenging circumstances – to support customers, colleagues and communities.

For many organisations, it’s also an opportunity to reflect on a transformative year. To take stock of achievements, celebrate key milestones and showcase the difference the contact centre has made to the wider business.

As an industry that rarely stops to catch its breath, entering the ECCCSAs offers a valuable moment to pause and reflect.

By reviewing what’s been accomplished and who made it happen, many leaders find that preparing a submission is just as rewarding as winning itself. It also gives organisations the chance to benchmark against the very best in Europe – helping to shape strategy and ambition for the year ahead.

As Jennie Mummery from Alzheimer’s Society said of her team’s win in last year’s Best Approach to Supporting Vulnerable Customers (In-house) category: “To get this kind of recognition is just incredible.”

The Alzheimer’s Society was selected for the support being offered to those living with dementia and their carers, and for harnessing new technology from FourNet that has “helped transform fundraising and support services and enhance the charity’s inclusive approach.”

“We are delighted to have picked up the equivalent of an Oscar after all the hard work and dedication of our team and FourNet’s help to improve our support services using technology,” added Mummery.

“Dementia is the UK’s biggest killer. One in three people born in the UK today will develop dementia in their lifetime so it is vital that we ensure that Alzheimer’s Society’s services and support are fit for the future.”

There’s no denying the visibility that comes with being shortlisted. Finalists and winners benefit from internal recognition and external PR, putting the spotlight on customer contact as a value-driving, strategic function.

The impact on teams can be profound. Bupa won Gold in 2024’s Most Effective Management of Peak Demand category, and Ryan Foden, Governance & Improvements Senior Manager, reflected that, “We underestimated how excited our team would be… our complaint handlers loved it and saw it as great acknowledgment of all the hard work they’d done.”

Underpinned by a rigorous judging process – including site visits and in-depth interviews – the ECCCSAs are respected across the industry for their integrity and standards.

To help entrants prepare, ECCCSA Director of Operations, Jackie Pringle and Chair of Judges, Professor Moira Clark have created a free webinar full of insights and tips, available at www.ecccsa.com/webinar.

Winners will be announced at a spectacular awards evening on Tuesday 25 November 2025 at Evolution, London – a celebration that brings the industry together to honour its brightest stars and most impactful work.

If you believe your team has made a real difference, now is the time to share that story. Visit www.ecccsa.com to find out more and start your entry.