ECCCSA 2023 Winners Announced

The LEGO® Group, Lidl and Estée Lauder Companies were among the winners at the European Contact Centre & Customer Service Awards (ECCCSA) 2023 in London last night.

LEGO Group won Pan-European Contact Centre Operation with their UK and German contact centres, while Lidl won Contact Centre of the Year for its operation in Scotland. Estée Lauder wowed the judges with their Best Use of Data & Insights, taking home Gold.

Given the challenges for energy companies over the last 12 months, they demonstrated their investment in customer experience to the judges with Goldenergy in Portugal and the UK’s Octopus Energy winning Best Customer Experience for a small team and a large team respectively.

British Gas won Best Innovation in Customer Service, UK Power Networks took Gold in Best Customer Experience Redesign and OVO Energy were recognised with the Best Approach to Diversity, Equity, Inclusion and Belonging.

EDF won twice for Best Cross-Functional Collaboration and Greatest Impact of Artificial Intelligence.

Concentrix + Webhelp, Cosmote e-Value, Foundever, Teleperformance and TTEC dominated the stage for outsourcers, winning Gold, Silver and Bronze throughout the evening.

“I’m delighted to see how well the energy and utilities companies have done this year. They have had to respond to increased demands from customers, but have clearly invested heavily to support them,” said Chair of the Judges and Global Chief Experience Officer – CX and Channel Performance at Ipsos, Helen Wilson.

“One of the standout winners this evening was BT Consumer for their ground-breaking approach to dealing with abusive customers.

Congratulations to all the winners this year, whether they won Gold, Silver, or Bronze. Being entered into these awards already demonstrates a genuine recognition of the incredible work being done to improve the customer and employee experience.

Being a Finalist and then going on to take home an award means those organisations are delivering exceptional experiences and breaking new ground.”

• “Winning Gold at the ECCCSAs was like winning at the Oscars. We worked hard to create an environment in the contact centre that works for both our colleagues and customers, and to be recognised for that by the greatest awards programme in Europe is something we are incredibly proud of.” – Tobias Homolka, Head of Audit & Customer Care, Lidl
• “We are thrilled to have won Gold last night, an achievement which demonstrates the passion in our industry and the progress we have made. It has certainly elevated our contact centre and we will be celebrating our win for some time to come!” – Prashant Parekh, Director of Marketing and Customer Experience, CitySprint
• “We are delighted that Ventrica has clinched the Bronze award at the European Contact Centre & Customer Service Awards (ECCCSA) in the category of Greatest Impact of AI (Operational Excellence) for its ground breaking work with McDonald’s. This recognition is a testament to the dedication of the Ventrica team and the impactful collaboration with McDonald’s. This achievement reinforces our commitment to pushing the boundaries of what’s possible in customer service through cutting-edge technology.” – Iain Banks, CEO, Ventrica

“Congratulations to all the winners at these awards this year, Gold, Silver and Bronze,” said Craig Pumfrey, VP of Marketing at Headline Sponsors, Sabio.

“We are honoured to support these awards because we know that the credibility of the judging process uncovers the best in Europe, no matter how large or small their operation.

Celebrating our great industry amongst a diverse array of functions, sectors, cultures and nationalities, all bound by a simple vision to deliver exceptional customer experiences, is an important step to raising standards and the profile of the important work all these organisations do for customers every day.”

Managing Director of the ECCCSAs and CEO at the CCMA (Call Centre Management Association) in the UK, Leigh Hopwood, was pleased to see so many colleagues from across Europe engage with the awards programme this year.

“Our industry is investing its heart and soul into customer and colleague experiences. This is a real opportunity to celebrate what we are achieving, despite the headlines,” she said.

“As we continue to build relationships with associations across Europe, it is so important to acknowledge and show our appreciation to the outstanding teams working so hard to support customers, especially when times are tough.”

Now in its 23rd year, the largest and longest running customer contact awards programme in Europe revealed this years’ winners to guests from 36 countries.

Hosted by the glamourous TV presenter and journalist, Fiona Bruce, with support from Eurovision Song contest winners The Fizz, 33 categories were presented Gold, Silver and Bronze winners following a rigorous judging process.

For all the winners and photos visit the ECCCSA website