2020 Auscontact Association Award Winners

2020 Auscontact Association Award Winners for call centres in Australia

The 2020 Auscontact Association National Award Winners for call centre excellence in Australia were announced in a live streaming event held on the 13th November 2020.

Now in their 5th year,  this year the Auscontact Association has taken a different approach with the decision made to have no awards for contact centres.

Rather, the focus is on individuals.

And this year’s panel of expert judges assessed a number of individuals to determine the best of the best within the Australian contact centre industry.

The judging process consists of an online application and a 30-minute phone interview with the judges for the individual awards.

State Award winners are announced first, and then the overall national winner was announced on the live streaming event. 

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

This year, the judges were:

  • Frances Southward 
  • Craig Deitrich
  • Rebecca O’Brien

The 2020 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.

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.

State Winner Organisation
WA Tyler McOmish Department of Communities
SA Aaron Collins  Allianz Australia
Vic Sheran Perera RecoveriesCorp
NSW Luke Mongan NIB Health Fund
QLD Sharon Prickett Brisbane City Council
National Winner Tyler McOmish Department of Communities

 

 

 

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.

State Winner Organisation
WA Glenn Knight APM
SA Megan Godfrey Sweat
Vic No winner  
NSW No winner  
QLD No winner  
National Winner Glenn Knight APM

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.

State Winner Organisation
WA Eleanor Hughes Bankwest
SA Mary Turbill Allianz Australia
Vic No winner  
NSW Paris Blackwood Aussie Home Loans
QLD Nicci Sugden Allianz Australia
National Winner Nicci Sugden Allianz 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.

State Winner Organisation
WA Alex Chandler Department of Communities
SA No Winner  
Vic Michelle McGuire Eastlink
NSW Madeleine Bollard Teachers Mutual Bank
QLD Joshua Walton Allianz Australia
National Winner Joshua Walton Allianz Australia

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.

State Winner Organisation
WA Andrew Neale  Department of Communities
SA Mandy Cutting BGIS
Vic Susy Del Giudice RecoveriesCorp
NSW Katharine Smith Aussie Home Loans
QLD Sharon Cartwright Allianz Australia
National Winner Andrew Neale Department of Communities

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.

State Winner Organisation
WA Tracy Mullally Department of Communities
SA Seethal Sagar Allianz Australia
Vic Jordanna Kunou Recoveriescorp
NSW Dyarne Olguin Teachers Mutual Bank
QLD Patrick Watkins Allianz Australia
National Winner Seethal Sagar Allianz 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.

State Winner Organisation
WA Tayla Orchard Department of Communities
SA No winner  
Vic No winner  
NSW Simon Van Zanen StatePlus
QLD Tammy Zammitt Allianz Australia
National Winner Tammy Zammit Allianz Australia

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.

State Winner Organisation
WA Stephan Dargan Bankwest
SA Mandy Cutting BGIS
Vic Farhan Hossain recoveriescorp
NSW James Birchall StatePlus
QLD Joshua Ellis Relationships Australia 
National Winner Farhan Hossain recoveriescorp

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.

State Organisation
WA Department of Communities
SA Allianz Australia
Vic recoveriesCorp
NSW Aussie Home Loans
QLD Allianz Australia
National Winner Department of Communities

Hero Award

The Hero Award is designed for anyone in your contact centre and/or organisation inclusive of business partners e.g. IT or HR to recognise their extraordinary efforts with respect to the world in which we operate in 2020/2021 with natural disasters and the pandemic. This is to recognise people that have gone above and beyond their normal day to day responsibilities. 

State Winner Organisation
WA Melissa Vincent Synergy
SA Amy Rowse Allianz Australia
Vic Stephanie Lehmann ANZ
NSW No winner  
QLD Zacahry Lohrisch Allianz Australia 
National Winner Melissa Vincent Synergy

Congratulations to all the winners!

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