Nomination Instructions                    

Nominations for the 2017 Awards of Excellence Gala are open now until Friday, April 14, 2017.


Nomination Instructions 

 
The following are the guidelines for nomination submissions. We encourage creativity in all submissions however we do ask you do follow some basic format guidelines in consideration of the judging panel. 
 
To facilitate a fair and consistent judging process, all nomination submissions must be made in an electronic document format in either Microsoft Word or Powerpoint format.  These submissions may include photos, presentations etc.  Work for brevity. Include only the most important information pertaining to the criterion you are addressing.  Include a synopsis at the outset of your submission so that the judges can look for and anticipate your highlights in the body of your nomination.  Judge the amount of time and resources you can put into your submission and apply for your strongest category/categories.  A few excellent submissions will represent you better than a host of weaker ones. 
 
Refining the submission: Review: ask team or colleagues to review; ask the most critical person you know. Refine: Improve rationale, design, methods; highlight key points; copy-edit and proofread.
 
Finalizing: Is the submission easy to read?  Are the key points obvious?  Is there sufficient white space?  Is the formatting pleasing?  Is the proposal text error-free?  Be sure to name your electronic document submissions with the submission category and the name of your organization.  Send it in on time!  Ensure that all submissions are received by the posted deadlines.  Verify receipt of electronic submissions. 
 
Entries must be received by the end of the day on Friday, April 14, 2017.  Submissions shall be emailed to ContactNBassociation@gmail.com.  
 
How to Apply?
 
Submit your submission presentation (one per category) in either MS PowerPoint (5 to 8 slides) or MS Word format (1-2 pages), demonstrating excellence and best practices taking the above guidelines into consideration.  All documentation should be submitted electronically via email to ContactNBassociation@gmail.com.  

Award Categories 

Submissions will be judged in two categories:  Smaller Centres and Larger Centres.  The two categories shall be determined by the number of submissions received.  The judging panel may choose to award more than one winner per category if they feel more than one submission warrants recognition. 

Award Descriptions 

Member Centre of the Year Award 

The Centre of the Year award recognizes a centre that has made a substantial contribution to the association, to their employees and to their community. The winner in this category will be chosen by the judging panel based on the sum of all nominations received. The recipient must be a member of ContactNB in good standing for the current year. Input to the judging panel from other members, associate members or members of the community are welcome. 

Community Involvement Award 

The Community Involvement award recognizes outstanding voluntary contributions made by a centre to the citizens of New Brunswick. The award recipient is selected for demonstrating tremendous spirit and enriching both their workplace and their community. 

 
Evaluation Criteria 
 
  Describe how your centre serves your local community? 
  If your centre contributes to a particular organization(s), please indicate why and the need for your services in the community. 
  Please discuss specifically the impact of your centre’s service on your community.
 
  Fundraising 
  If the centre participated in fundraising activities, please indicate the financial contributions made to the community. 
  Indicate how your centre raised the funds for the organizations you supported.
 
  Volunteer Efforts 
  Please describe volunteer efforts contributed. You may include total volunteer hours for this past year and discuss specific events your centre supported.
 
  Employee Participation 
  What internal programs are available to foster employee involvement? 
  Please share with us how your centre demonstrates the spirit of caring. 
 

Customer Experience Award 

The Customer Experience award recognizes a contact centre for demonstrating effective strategies and processes that create a unique customer service experience (external customers only). 

 
Evaluation Criteria 
 
  Customer Satisfaction Index 
  How does your centre evaluate customer satisfaction? 
  Based on the elements used to measure customer satisfaction, please provide us with a general overview of your results and/or improvement results for this past year. 
  What improvements have been made to increase customer satisfaction? Please provide us with both the activities/initiatives used and the historical data to support those improvements. 
 
Customer Feedback 
 
  What processes are in place to communicate customer feedback, including customer concerns and customer compliments?
 
  Service Level 
  How does your centre evaluate the level of efficiency necessary to respond to customer inquiries (e.g. average speed of answer, average handle time...etc) 
  What strategies and goals were set and implemented this past year to positively impact efficiency? If there were improvements, please explain what unique approaches were used.
 
  Commitment to Quality Assurance 
  What practices and technology have you employed to ensure the highest standard of quality in customer interactions through quality monitoring and technology. 
 

Employee Experience Award 

The employee experience award recognizes a contact centre for cultivating a positive and rewarding environment that employees find supportive and pleasant. In summary, the elements measured are based on employee feedback regarding job satisfaction and career fulfillment. 
 
Evaluation Criteria 
 
  Employee Relations Index (Survey) 
  Accountability 
  Customer Service Focus 
  Development 
  Communication 
  Workplace Environment 
 
Please provide survey results that support positive impact on the above elements. 
 
  Job Opportunity Program 
  Do you have a job opportunity program? 
  Did your employee participation rate increase, this past year? 
  Overall, was there an increase in job opportunities this past year? 
  How do you promote job opportunity within your centre? 
 
  Reward & Recognition Programs 
  Provide us with an outline of your recognition program? 
  How many people were recognized this year and how often are they recognized? 
 
  Turnover Analysis 
  What was your turnover this past year (cumulative)? 
  Do you have any strategies that you feel positively impact your Centre turnover? 
 
  Safety 
  What activities/initiatives do you implement to reduce and prevent workplace injuries? 
  If there was a reduction in your workplace injuries, what were your percent improvement results? 
 
  Ergonomics 
  Please describe the typical job set-up for your centre. 
 

Employee of the Year Award 

The Employee of the Year award recognizes an employee from each centre who has a demonstrated a positive contribution to customer service, the workplace environment, performance management, and the community. An award is provided to one employee from each centre.  Each member centre is eligible to give an Employee of the Year Award – it is not a competitive category.
 
Evaluation Criteria 
 
  Customer Service 
  Please describe how the employee selected has demonstrated quality customer service. Please provide details and examples. 
 
  Workplace Environment 
  How has the selected employee positively impacted your workplace environment? 
  What leadership skills has the individual demonstrated among their peers? 
 
  Performance Excellence 
  How did this individual support your organization goals? Please provide the elements measured and their accomplishments. 
  Is the individual involved in any activities/initiatives that positively impact quality and the business perspective? If so, please provide details. 
 
  Community Involvement 
  Is the employee actively involved in their community? If so, please provide us with additional details, including how they are involved. 
  Does the individual participate in any community programs led by your centre? If so, please explain how. 
 

Environmental Awareness Award 

The Environmental Awareness award recognizes a contact centre that has made a special effort to be environmentally friendly by implementing the three R’s of Reduce, Reuse, Recycle in their office environment. 
 
Evaluation Criteria 
 
  Positive Environmental Impact 
  What new or ongoing environmental initiatives has your centre participated in this past year? Please provide details and indicate how these initiatives positively impacted the environment. 
 

Health & Wellness Award 

The Health and Wellness award recognizes a contact centre that helps their employees enhance their personal and professional lives through a wide-ranging wellness program. 
 
Evaluation Criteria 
 
  Positive change to the business affecting employees personal and professional lives through the promotion of health and wellness 
  What new or ongoing health and wellness initiatives have you made at your centre? Please provide details and indicate how these initiatives positively impacted your employees and the company. 
 

Leader of the Year Award 

The Leader of the Year award recognizes a management team member from each centre who has demonstrated leadership, innovation, has had a positive impact on the workplace environment, has impacted performance management, and the community. An award is provided to one leader from each centre.  Each member centre is eligible to give a Leader of the Year Award – it is not a competitive category. 
 
Evaluation Criteria 
 
  Leadership 
  How has the selected leader demonstrated leadership skills that positively impact your centre? Please provide examples and characteristics. 
 
  Innovation 
  How has the selected leader demonstrated their innovation? 
 
  Workplace Environment 
  How has the selected leader positively impacted your workplace environment? 
 
  Performance Excellence 
  How did this individual support your organization goals? Please provide the elements measured and their accomplishments. 
  Is the individual involved in any activities/initiatives that positively impact quality and the business perspective? If so, please provide details. 
 

Social Media & Digital Innovation Award 

The Social Media & Digital Innovation award recognizes a contact centre that has employed new or enhanced technology, processes, reporting and/or organizational change in order to improve their customer and/or employee experience. 
 
Evaluation Criteria 
 
  Positive Change to the business affecting customers and/or employees of your company
  What new technology, process improvement or organizational change have you made at your centre?  Please provide details and indicate how these initiatives positively impacted your company. 
 
  Communication 
  What tools are used to communicate new information to your workforce? 
  How does your company use Social Media today? 
  What tools exist in your company today? 
  How do you leverage these tools?
 

Training and Performance Excellence Award 

The Training and Performance Excellence award recognizes a contact centre that demonstrates a dedication to developing the skills of its workforce and that provides opportunity for industry advancement and future growth. 
 
Evaluation Criteria 
 
  Communication 
  What tools are used to communicate new information to your workforce? 
  Do you have a communication process and if so, please describe?

  Training programs 
  What training programs do you have? 
  What strategies are used to ensure that the information is delivered effectively? 
  How do you measure the effectiveness of the program? Please provide actual vs. planned results for this past year. 
 

Workforce Management Practices Award 

The Workforce Management Practices award recognizes a contact centre that has employed new, existing or enhanced technology, processes and/or organizational change in order to improve their customer and/or employee experience. 
 
Evaluation Criteria 
 
  Positive Change to the business affecting customers and or employees of your company 
  What workforce management practices and tools have you employed to achieve of balance of level of service to your customers and work/life balance for your employees. 
 

Associate Member of the Year Award 

The Associate Member of the Year award recognizes a vendor that has made a substantial contribution to ContactNB or a member’s organization. The recipient must be an associate member of ContactNB in good standing for the current year. Nominations can come from the associate member or a member centre. 
 
Evaluation Criteria 
 
  Association Involvement 
  How does the Associate Member contribute to ContactNB? (i.e., joining committees, participating on our discussion forum, best practices sessions and panel discussions) 
 
  Member Support 
  How does the associate member provide customer support to your centre? 
  What unique support do they provide that sets them apart from other vendors used to support your centre? 
 

Customer/Vendor Partnership Award 

The Customer/Vendor Partnership Award recognizes a vendor for a product or service that has had positive impact on employees, customers and/or business results for a member company or the industry in general.. Nominations can come from a vendor or from a contact centre. 
 
Evaluation Criteria 
 
  Vendor relationship that has brought about positive change to the business affecting customers, employees or business results. 
  Explain the value of the product or service and how of the strength of the relationship with the customer has lead to improved results.

The following are the guidelines for nomination submissions.  We encourage creativity in all submissions   however we do ask you do follow some basic format guidelines in consideration of the judging panel.

  • To facilitate a fair and consistent judging process, all nomination submissions must be made in an electronic document format, e.g. Microsoft Word or Powerpoint format.  These submissions may include photos, flash presentations etc.
  • Work for brevity. Include only the most important information pertaining to the criterion you are addressing. 
  • Include a synopsis at the outset of your submission so that the judges can look for and anticipate your highlights in the body of your nomination.
  • Judge the amount of time and resources you can put into your submission and apply for your strongest category/categories.  A few excellent submissions will represent you better than a host of weaker ones.
  • Refining the submission:  Review: ask team or colleagues to review; ask the most critical person you know. Refine: Improve rationale, design, methods; highlight key points; Copy-edit and proof-read
  • Finalizing: Is the submission easy to read? Are the key points obvious? Is there sufficient white space? Is the formatting pleasing? Is the proposal text error-free?
  • Be sure to name your electronic document submissions with the submission category and the name of your organization.
  • Send it in on time!  Ensure that all submissions are received by the posted deadlines.  Verify receipt of electronic submissions. Entries must be received by the end of the day on Friday, May 1, 2015.  Where size permits, submissions may be emailed to info@contactnb.ca  Alternative arrangements will be made when the size of the submission document prevents it from being emailed.

Economic Growth & Employment Opportunities Award

The Economic Growth and Employment Opportunities Award recognizes the economic impacts that our member centres and associate members have within our province and recognizes the career growth opportunities that these companies offer to their employees.

Evaluation Criteria

Describe the economic impacts that your centre has within the community.

Some items to consider but not limited to:

  • What are the Economic Impacts that your centre has on the local economy?
  • What steps are you taking to ensure that you are creating Long Term Employment opportunities in New Brunswick?
  • Do employees feel that there are options available for Career Growth and Development?

Economic Impacts

  • How many people are employed in your centre compared to the size of your community?
  • How many net new jobs were created in the past year compared to previous years within your centre?
  • What are the secondary impacts that your centre has to your local economy: impacts such as hiring local service partners or using local businesses for company events?
  • How does your centre handle issues of equal opportunity and pay equity across gender and minority groups?

Long Term Employment

  • What is the average tenure of employees?
  • How has your attrition rate improved last year compared to previous years?
  • How are you ensuring that employees stay engaged in their career?

Career Growth and Development

  • What opportunities are available to employees, focusing on career growth?
  • Are employees able to apply for jobs within the company, including ones that may be outside of the contact centre environment?
  • Do employees feel that they have the resources to develop and work towards their career goals?

Email your nominations no later than April 14, 2017 to:  ContactNBassociation@gmail.com

**Nomination submissions must be in either Microsoft PowerPoint or Microsoft Word format**

Click here to register for the Awards of Excellence Gala!

 


 

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