ContactNB Awards of Excellence

2020 CONTACTNB AWARDS OF EXCELLENCE - THE SHOW MUST GO ON!

Despite the Covid-19 Virus and it's impact on our industry and community, we still wish to recognize our industry's remarkable efforts and achievements from 2019 - so we will be hosting our Awards of Excellence VIRTUALLY!

Thursday, October 8th - 7pm - 8:30pm AT  

Nominations for the 2020 Awards of Excellence are open now until Monday, August 31, 2020.  Submissions shall be based on business results, achievements, activities and accomplishments made in 2019.  


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 Powerpoint only, maximum of THREE slides.  These submissions may include photos, presentations etc.  Please avoid too many flashy slide transitions.  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 Monday, August 31, 2020.  Submissions shall be emailed to ContactNBassociation@gmail.com.
How to Apply?
Send your submission presentation (one per category) in MicroSoft PowerPoint format (maximum of 3 slides), 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 up to three categories:  Smaller Centres, Larger Centres and Partners.

The 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.


 

Community Involvement Award 

The Community Involvement award recognizes outstanding voluntary contributions made by a member or partner 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 business serves your local community?

If your business 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 company's service on your community.

Fundraising 

If the member or partner participated in fundraising activities, please indicate the financial contributions made to the community.

Indicate how your business 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 company supported.

Employee Participation 

What internal programs are available to foster employee involvement?

Please share with us how your team demonstrates the spirit of caring.

 

                

Customer Experience Award 

The Exceptional Customer Experience award recognizes a member or partner for demonstrating effective strategies and processes that create a unique customer service experience (for a contact centre, this applies to external customers only .  For a partner, the customer must be a contact centre).

EVALUATION CRITERIA

Customer Satisfaction Index 

How does your company 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 business 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, for example through quality monitoring and/or technology.

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

The Vendor relationship 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 led to improved results.

Economic Growth & Employment Opportunities Award

The Economic Growth and Employment Opportunities Award recognizes the economic impacts that our member centres and partners 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 business 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?

Employee Experience Award 

The employee experience award recognizes a member or partner 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 business?

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 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 employees.

 

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.

Please provide us with a photo of your employee of the year.

EVALUATION CRITERIA TO BE CONSIDERED:

Customer Service 

How has the selected employee demonstrated quality customer service?

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?

Is the individual involved in any activities/initiatives that positively impact quality and the business perspective?

Community Involvement 

Is the employee actively involved in their community?

Does the individual participate in any community programs led by your centre?

Environmental Awareness Award 

The Environmental Awareness award recognizes a contact centre or partner 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 business 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 or partner 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 business? 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.

Please provide us with a photo of your leader of the year.

EVALUATION CRITERIA TO BE CONSIDERED:

Leadership 

How has the selected leader demonstrated leadership skills that positively impact your centre?

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?

Is the individual involved in any activities/initiatives that positively impact quality and the business perspective?

 

Environmental Awareness Award 

The Environmental Awareness award recognizes a contact centre or partner 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 business 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 or partner 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 business? 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.

Please provide us with a photo of your leader of the year.

EVALUATION CRITERIA TO BE CONSIDERED:

Leadership 

How has the selected leader demonstrated leadership skills that positively impact your centre?

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?

Is the individual involved in any activities/initiatives that positively impact quality and the business perspective?

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, partners or members of the community are welcome.

EVALUATION CRITERIA

How does the Member contribute to ContactNB? (i.e., joining committees, participating on our discussion forum, best practices sessions, panel discussions, answering member requests).  How well does the Member Centre represent themselves as a proud member of the contact centre community in New Brunswick?

 

Partner of the Year Award 

The Partner of the Year award recognizes a vendor that has made a substantial contribution to ContactNB or a member’s organization. The recipient must be a Partner of ContactNB in good standing for the current year. Nominations can come from the partner or a member centre.

EVALUATION CRITERIA

Association Involvement 

How does the Partner contribute to ContactNB? (i.e., joining committees, participating on our discussion forum, best practices sessions and panel discussions)

Member Support 

How does the Partner provide customer support to our member centres?

What unique support do they provide that sets them apart from other vendors used to support our member centres?

Social Media & Digital Innovation Award 

The Social Media & Digital Innovation award recognizes a contact centre or partner 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 business?  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 or partner 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.

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

The Vendor relationship 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 led to improved results.

 

Email your nominations no later than end of business Monday, August 31, 2020 to:  ContactNBassociation@gmail.com

**Nomination submissions must be in Microsoft PowerPoint format only**

Maximum of THREE slides


Recognition / Trophies

All award winners will be posted on our website, shared on our social media pages, broadcast to our membership in an email, and shared with local media outlets.

Normally, the cost of trophies is built into the ticket cost that participating members pay to attend the event.  Since we do not have this revenue to work with, we are asking member and partner companies to pay only for the cost of any trophies that they wish to physically receive.  If members opt not to receive a trophy, they are still eligible to win award categories and receive the recognition for their win.

Trophies will be provided to award winners at the request and cost of the nominating company.  Trophies must be requested at the time that nominations are submitted and will be delivered to the company addresses (not individual homes) following the event.  Nominating companies will be invoiced for the actual cost of the trophies and shipping if applicable.

ContactNB staff will personally deliver any trophies to the Fredericton, Saint John and Moncton areas to avoid shipping costs.


Congratulations to the 2019 Awards of Excellence Winners!

  • COMMUNITY INVOLVEMENT

    Large Centre: TD Insurance
    Small Centre: Accenture

  • ECONOMIC GROWTH & EMPLOYMENT OPPORTUNITIES

    Large Centre: Tie between Cloud 5 Communications and Purolator Inc.
    Small Centre: Stafford Communications Group Inc.

  • ENVIRONMENTAL AWARENESS

    Small Centre: Moneris

  • EXCEPTIONAL CUSTOMER EXPERIENCE

    Large Centre: Rogers Communications Canada Inc.
    Small Centre: Tangerine Bank

  • EXCEPTIONAL EMPLOYEE EXPERIENCE

    Large Centre: RBC Advice Centre
    Small Centre: Asurion

  • HEALTH & WELLNESS

    Large Centre: RBC Advice Centre
    Small Centre: Xperigo

  • 2019 EMPLOYEES OF THE YEAR

     

    • Accor – Dawn Allain
    • Medavie Blue Cross (Federal) – Sebastien Lebreton
    • Medavie Blue Cross (Private) – Rachelle Cormier
    • RBC Advice Centre – Justin LeBlanc
    • Rogers Communications Canada Inc. – Jennifer Wilson
    • Stafford Communications Group Inc. – Jody Leitch
    • TD Insurance – Lisa Pitt
    • Wyndham Worldwide Canada – Erin Hicks
    • Xplornet Communications Inc. – Fredericton – Kim MacArthur
    • Xplornet Communications Inc. - Woodstock – Bridgette Carten
    • Accenture – Amanda Doiron
    • Asurion – Sarah Edgett
    • Atlantic Lottery – Retail – Joline LeBlanc
    • Atlantic Lottery – Destination – Sherry Kelly
    • Cloud5 Communications – Trish Ross
    • Moneris – Jason Arsenault
    • Purolator Inc. – Terra Spencer
    • Synoptek Canada Inc. – Matthew Deveau
    • Tangerine Bank – Guillaume Friolet & Remi Gaudet
    • Xperigo - Andrea Arsenault
  • SOCIAL MEDIA & DIGITAL INNOVATION

    Large Centre:  TD Insurance
    Small Centre:  Xplornet
    Partner:  SmartPods

  • TRAINING & PERFORMANCE EXCELLENCE

    Large Centre:  Accor
    Small Centre:  TIE between
    Atlantic Lottery and Medavie Blue Cross
    Partner:  ProcedureFlow

  • WORKFORCE MANAGEMENT PRACTICES

    Large Centre:  Rogers Communications Canada Inc.

  • CUSTOMER/VENDOR PARTNERSHIP

    SmartPods and Xperigo

  • MEMBER CENTRE OF THE YEAR

    Rogers Communications Canada Inc.

  • PARTNER MEMBER OF THE YEAR

    Opportunities NB (ONB)

  • INDIVIDUAL MEMBER OF THE YEAR

    Darlene Rand, Atlantic Lottery Corporation

  • 2019 LEADERS OF THE YEAR

    • Accenture – Juanita Fraser
    • Asurion – Bob Lirette
    • Atlantic Lottery – Susie Nealon
    • Cloud5 Communications – Lee Prall
    • Moneris – Brad Woodward
    • Purolator Inc. – Jeff Chase
    • Synoptek Canada Inc. – Frank Richards
    • Tangerine Bank – Ashley Mulway
    • Xperigo – Chris Gravelle
    • Accor  – Matt Eagle
    • Medavie Blue Cross – Federal – Annie Levesque
    • Medavie Blue Cross - Private – Craig MacArthur
    • RBC Advice Centre – Brenda Durelle
    • Rogers Communications Canada Inc. – Mathieu Frenette
    • TD Insurance – Cathie Sprague & Cynthia Starzomski
    • Wyndham Worldwide Canada – Jill MacKay