2019 Auscontact Association Award Winners

The winners of the best call centres in Australia for 2019

The 2019 Auscontact Association National Award Winners for call centre excellence in Australia have now been announced at a gala event in Brisbane on 18 October 2019. 

Now in their 4th year,  a panel of expert judges assess both individuals and centres to determine the best of the best within the contact centre industry.

The award process follows the same of previous years, with state winners announced first, and then from the state winners, the National Winners are announced at a gala event that will be held this year in Brisbane on the 8th October.

The judging process consists of an online application and a 30 minute phone interview with the judges for the individual awards, or a 30 minute presentation (via teleconferencing) followed by a 10 minute Q&A session with the judges for the organisational categories.

There are no face to face or on-site visits. 

This year, the judges were:

Organisation Award Judges

  • Darren Sutton
  • Sally Forde
  • Rachel Azix
  • Kerri McCaw

Individual Award Judges

  • Anthony Dimo
  • Marie Andriopuoulos
  • Malcolm Angel
  • Ankit Poothia

The 2019 Auscontact National Award Winners and Finalists:

Below are each of the different award categories, with the respective winners for each state and the overall winner.

2019 Auscontact Award Winners
All the 2019 Auscontact Award Winners

Customer Contact Professional

This category covers people who are using the voice channel as the primary method to communicate with customers. It includes frontline customer service representatives/officers/associates, sales consultants, help desk consultants, collections consultants, inbound and outbound roles.

WAKristy BoticaDepartment of Communities
SABrenton KainPhilmac
VicAnkit MalhotraRecoveriesCorp
NSWMark FranciscoHCF
QLDRoss GladwinAuto & General
National WinnerAnkit MalhotraRecoveriesCorp

Digital/Omnichannel Professional

This category covers people who are providing/delivering ‘assisted service’ on the web or are communicating with customers via digital channels, for example, social media, chat, video, virtual assistant, chatbots or any other digital channel. The role has limited use of the voice channel in interacting with customers.

WANo winner 
SAJess KrollAllianz Australia
VicBillie LayGM Holden / Aegis
NSWSean Macleod-JonesTeachers Mutual Bank
QLDRussell McNaullSmart Service QLD
National WinnerJess KrollAllianz Australia

Operations Champion

This category covers people who support the business operations through analytics, projects, technology and business acumen. The roles include Reporting Analyst, Administration/Support Officer, Facilitates Manager, Telecoms Specialist, Business or Process Improvement Officer, Business Analyst, Compliance Officer, Scripting Analyst/Officer, Project Manager, Business Transformation Manager/Officer etc.

WALouis PanSpotless
SAIro KupeckyjMyBudget
VicHeny ModhRecoveriesCorp
NSWMichelle PascoeProspa
QLDTravis ToppinAllianz Australia
National WinnerTravis ToppinAllianz Australia

Workforce Management Champion

This category covers people whose role matches, manages and delivers the balance of the business needs and employee needs to customer behaviours irrespective of the customer channel. Roles include Workforce Manager, Workforce Planner, Workforce Scheduler, Workforce Forecaster, Real-Time Analyst etc.

WANo Winner 
SANo Winner 
VicBruce D’CostaAustralian Taxation Office
NSWEmily LaugalisStellar
QLDLisa MayerSmart Service QLD
National WinnerLisa MayerSmart Service QLD

People Champion

This category covers people who are responsible for the development/growth of people within the business and do not have direct responsibility for the day to day leadership of frontline/customer-facing team members. Roles include Trainer, Learning and Development Officer, Team Coach, Human Resources Manager, Recruitment Officer/Manager, Employee Experience Manager or Officer etc.

WAJoycy NgSpotless
SAKate GraneyAllianz Australia
VicKoimana RaeaRecoveriesCorp
NSWMegan MaddiganPeopleCare Health Insurance
QLDKristen PhillipsBrisbane City Council
National WinnerKristen PhillipsBrisbane City Council

Team Leader/Team Manager

This category covers people who have direct/key responsibility for the management, development and leadership of Customer Contact Professionals or frontline staff or traditional back-office, WFM teams, Digital/Omni Channel teams etc.

WATracy MullallyDepartment of Communities
SAMatt BradbrookAllianz Australia
VicGrant EvansGM Holden / Aegis
NSWTotolua LemaluService NSW
QLDJarryd FormosaAuto & General
National WinnerMatt BradbrookAllianz Australia

Customer Experience Champion

This category covers people who are responsible for driving the customer experience, typically they do not have direct leadership of the people delivering that experience. Roles include Chief Customer Officer, Customer Experience Officer, Quality Manager/Analyst/Advisor, Voice of the Customer, Customer Experience Manager etc.

WANo winner 
SASteven BaileyMyBudget
VicCulum GrieveGM Holden / Aegis
NSWSakshi SharmaService NSW
QLDKate ThorleySmart Service QLD
National WinnerSakshi SharmaService NSW

Contact Centre Manager

This category covers people who are responsible for the management, development and leadership. They are the leader of leaders and have overall responsibility for the business unit’s operation. Titles include Contact Centre Manager/Director, Call Centre Manager, Help Desk Manager, Operations Centre Manager, Collections Manager, National Manager, Executive Director, Digital Operations Manager etc. Direct reports are typically Team Leader/Team Managers.

WANo winner 
SAAmelia ZanderPhilmac
VicLuke JamiesonFirst State Super
NSWNick RumpffProspa
QLDDuncan GrahamAllianz Australia
National WinnerDuncan GrahamAllianz Australia

Best Talent

Entry into this award is automatic. For organisations with less than 50 FTE in the business unit, three (3) nominations in any of the individual categories need to be made for entry. For organisations with more than 50 FTE in the business unit, five (5) nominations in any of the individual categories need to be made for entry. The individual nominations must be from the same state.

WADepartment of Communities
NSWService NSW
QLDAuto & General
National WinnerRecoveriesCorp


This category recognises excellence in operational performance demonstrated across one of 3 core functions, including Workforce Optimisation, Performance and People Capability. People Capability includes L&D, Leadership Practices, Succession Planning and Employee Engagement.

WADepartment of Communities
SAAllianz Australia
VicYarra Valley Water
NSWNIB Health Fund
QLDAllianz Australia – Workforce Optimisation
National WinnerAllianz Australia (SA)

Change, Innovation & Improvements

This category recognises excellence in the implementation and results of change initiatives or improvement programs, and innovative approaches to business-as-usual activities. This category is judged on the impact of the change to your business, not the size, scale or complexity of that change.

WADepartment of Transport
VICFirst State Super
NSWPeoplecare Health Insurance
QLDSmart Service Queensland
National WinnerSmart Service Queensland


The customer category measures excellence in customer outcomes including approaches to deliver and drive customer experience inclusive of evidence of customer-centricity. The customer is defined as the end-user.

SABendigo & Adelaide Bank
VICProbe Group – Coles
NSWService NSW, Parammatta contact centre
QLDBrisbane City Council, Customer Services Team
National WinnerBrisbane City Council, Customer Services Team

Outstanding Achievement Award:

For the first time since 2013, the judging awarded a discretionary award for outstanding achievement – congratulations to Ankit Malhotra, Recoveriescorp for this prestigious honour! 

Congratulations to all the winners! To see photos from the awards nights please visit the Auscontact Association Facebook page.

You can find previous award winners and details on the other call centre and customerservicee awards in Australia here

If you’d like to nominate next year get involved with the Auscontact Association and if you’d like a hand geting your individuals or organisation in good shape to win an award search our business directory for specialist call centre consultants that can help. 

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