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ICSP Awards

2008 ICSP International Customer Service Awards · Inaugural 2003 Winners · 2004 Winners · 2005 Winners · 2006 Winners * 2007 Winners

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Business and Individual Categories

Criteria

Timeline

Investment

S ubmission

2008 ICSP International Customer Service Award WINNERS!

ICSP International Customer Service Awards 2009

Benchmark your customer service against Best Practice.

The 2009 ICSP International Customer Service Awards were officially launched in Australia in February 2009.

The ICSP International Customer Service Awards, now in its seventh year are the pinnacle of International Customer Service Week (ICSW). ICSW 2009 will be held from 5 - 12 October, and are an international celebration; a time when the world joins forces in celebrating and rewarding our industry leaders.

The 2009 ICSP International Customer Service Awards are a brilliant opportunity for Australian and New Zealand service providers to enhance, develop and recognize their service champions and teams to the International market.

The ICSP Awards are open to all industries, states and sectors

All award applications are judged against International Best Practice in Customer Service.

Submissions Close - 30th June 2009

Announcement and Presentation to Winners - October 2009

This is a brilliant opportunity for Australian service providers to enhance, develop and recognise their service champions and teams to the International market.

The ICSP awards acknowledge and reward Australia's Best Service Performers across all industries, states and sectors, remembering that all Award applications are judged against the ICSP Best Practice and NOT against each other.

Should more than one of the Award nominees show distinguished performance within the one category then there could be more than one winner.

Key Objectives:

To improve the standards of best practice in Customer Service
To increase service standards in line with World's best practice
To enhance the understanding of the role of service as a critical success factor for every business
To acknowledge and reward Service Champions and Leaders

Nominees:

All Award nominees must be a current financial ICSP member.

The International Contact Centre Champion and International Contact Centre Leadership Award nominees must also be a current financial ICSP member.

Eligibility:

Nomination for the ICSP International Customer Service Awards are open to any organisation located within Asia-Pacific.

All nominees must have been legally operational for a minimum of 12 months prior to lodgement of an application.

National organisations with activities in more than one state and wishing to enter as one entity, will have judged initially in the state in which the Head Office is based, however, additional state visits may be required pending site differences.

All enquiries about eligibility or if you would like to Partner ICSP and have the Naming Rights to one of our prestigious Awards, please contact ICSP on phone 1300 760 130 or by Email - info@icsp.com.au

To register your expression of interest download form and email ICSP or fax to +613 9853 4190

Business Categories

WaiveStar Small Business (1-50 employees)- Division/Department Award
Bupa Medium Business Award (50-300 employees)
Toll IPEC Large Business Award: (300+ employees)
The Jetset Travelworld Group: Retail Service Award
CallCentres.net: Self-Service Award 2009
Atlantic Group [v] Community Service Award (Business)
ICSP International Outstanding Business Service Award
ICSP Supplier of the Year Award

individual categories

CareerOne: Customer Service Champion Award
ICSP Contact Centre Champion Award
Genesys Contact Centre Leader Award
Atlantic Group [v] Community Service Award (Individual)
My Customer Rules Awards sponsored by GAPbuster Worldwide*
ICSP International Outstanding Individual Service Award

*public nomination and voting only.

Criteria

All nominees are assessed against an Awards criterion of:

Business:

Leadership & Service Culture
Measuring Performance & Service Standards
Training & Reward Service Champions
Continuous Service Improvement
Service Resolution & Responsiveness
Benchmarking Service Standards

Individual:

Customer Service Skills
Interpersonal and Communication Skills
Personal Management Skills
Problem Solving Skills
Professional Image
Personal Soft Skills / Attitudes and Behaviour

Timeline

Information Briefing Sessions	May 2009
Award Submission	30 June 2009
Site visit notification	July 2009
Site Visits	August 2009
National Judging	September 2009
Announcement of International Awards Winners	*Friday 9th October 2009 at the ICSP* International Awards Celebration Dinner**

Please email your Expression of Interest to ICSP to register your Customer Service Champion.

Information Briefing Sessions:

The 2 hour Information Briefings will be held in each capital city during May 2009.

Investment *All nominees must be a financial ICSP member

Section	Category	Investment (Inclusive of GST)
Business	Small Business	$350.00 Expression of Interest $1,250.00 Award Nomination plus site visit $210 per hour (max 3 hrs)
	Medium Business	$350.00 Expression of Interest $2,350.00 Award Nomination plus site visit $210 per hour (max 6 hrs)
	Large Business	$350.00 Expression of Interest $3,550.00 Award Nomination plus site visit $210 per hour (max 8 hrs)
	Supplier of the Year Award Retail Service of the Year Award CallCentre.net - Self Service Award 2009	$350.00 Expression of Interest $1,750.00 Award Nomination plus site visit $210 per hour (max 3 hrs)
Individual	Customer Service Champion Contact Centre Champion Award Contact Centre Leader Award	$350.00 Expression of Interest $399.00 Award Nomination No site visit is necessary, however interviews will be required
Special Awards	Community Service Award	There is no nomination fee as it is sponsored by PI International.
Site Visit		$210 per hour, per nomination, plus travel expenses (flights, accommodation). This charge may vary depending on the number of sites to be visited or the time requested by the applicant. All costs will be clearly documented and discussed during the Expression of Interest Information Sessions.

*Prices are subject to change at the discretion of ICSP Management

Submission

Deadline - Tuesday 30th June 2009.

Submission details and requirements will be provided at the Briefing Sessions.

Contact Centre Awards

Who can enter?

Members of ICSP who

have been involved in the Contact Centre Industry for at least 12 months
is employed within a contact centre or is a vendor/supplier to the industry
can demonstrate a history of outstanding customer service (both internal and external customers).

The awards are for individuals, not teams - entrants to the awards compete against the criteria, not fellow nominees.

Criteria

ICSP Contact Centre Champion Award	Genesys Contact Centre Leadership Award
clearly demonstrates excellence in customer service clearly demonstrates excellence in communication & interpersonal skills clearly demonstrates they are a team player clearly demonstrates their passion for the organisation clearly demonstrates their passion for their customers commitment their commitment to personal development	clearly demonstrates excellence in customer service clearly demonstrates they are a leader within the broader Contact Centre Industry clearly demonstrates passion for the organisation clearly demonstrates passion for their customers clearly demonstrates dedication to innovation

Benefits of Entering

The opportunity to Benchmark your customer service against Best Practice
The opportunity for a detailed assessment of current performance related to service by an independent group of evaluators.
The opportunity to market your commitment to continuous service improvement to your customers
Media coverage of the Awards night by key business media.

Enquiries:

If you have any questions, please email info@icsp.com.au or call us on 1300 760 130

The ICSP Team look forward to having your team on board for the National Customer Service Awards and International Customer Service Week 2009, 5th October - 12th October!

Winners of the 2008 ICSP Customer Service Awards

Winners were announced at the ICSP Gala Awards Dinner, October 10 2008

James Strong Outstanding Leadership Award 2008:

Winner: John Borghetti - CEO Qantas Airways Ltd

ICSP International Outstanding Customer Service Award 2008 - INDIVIDUAL WINNER

Winner: Darryl Fry - Westfield Bondi Junction

ICSP International Outstanding Customer Service Award 2008 - BUSINESS WINNER

Winner: ANZ Retail Banking, Regional & Rural Banking, VIC

Atlantic Group [v] Private Community Service Award Winner 2008

Gold Winner: Justin Pearce - Salmat Salesforce

Platinum Winner: Peter Baines

ICSP Contact Centre Champion "SILVER" Award:

Winner: Sally Bell - Bupa - HBA

ICSP Contact Centre Champion "GOLD" Awards 2008:

Winners:
Kate Bourne - Bupa - Mutual Community
Ramona Thomas - Bupa - Mutual Community

Genesys Contact Centre Leader "SILVER" Award 2008:

Winner: Susannah Ryan - Toll IPEC

Genesys Contact Centre Leader "GOLD" Award 2008:

Winner: Anna Mellier - Bupa - Mutual Community

Genesys Contact Centre Leader "PLATINUM" Award 2008:

Winner: Chani Aitken - Australian Unity

GAPbuster Worldwide Customer Service Champion 2008"SILVER" Award 2008:

Winners:

Andrew Porter - Bupa - HBA

Gwen Ge - Bupa - HBA

Nathan Woolacott - Medibank Private

Zoe Fox - Medibank Private

Sharon Jones - Bupa - Mutual Community

Selina Whomes - Bupa - Mutual Community

Caryn Walsh - Bupa - Mutual Community

Rose Futsek - Westfield Doncaster

GAPbuster Worldwide Customer Service Champion 2008"GOLD" Award 2008:

Winners:

Clare Chisholm - MCC

Di Parker - Bupa - Mutual Community

Alex Stueber - Westfield Bondi Junction

GAPbuster Worldwide Customer Service Champion "PLATINUM" Award 2008:

Winner: Darryl Fry - Westfield Bondi Junction

WaiveStar Small Business Division / Department “SILVER" Award 2008:

Winner: ANZ Queen Street Mall Branch, Brisbane, QLD

WaiveStar Small Business Division / Department “GOLD" Award 2008:

Winner: Bupa - HBA Operations Strategy & Document Solutions Team, NSW

Bupa Medium Business “SILVER" Award 2008:

Winner: Toll Ipec - National Customer Contact Centre, VIC

Toll Ipec Large Business “GOLD" Award 2008:

Winner: Australian Unity

Toll Ipec Large Business "PLATINUM" Award 2008:

Winner: ANZ Retail Banking, Regional & Rural Banking, VIC

The Jetset Travelworld Group Reatil “SILVER" Award 2008:

Winner: Bupa - Mutual Community, Marion Branch, SA

The Jetset Travelworld Group Retail “GOLD" Award 2008:

Winner: Bupa - HBA, Fountain Gate Branch, VIC

ICSW Global Challenge 2008 Large Business Award Winner:

Winner: Bupa HBA - Glenferrie Road, Hawthorn, VIC

ICSW Global Challenge 2008 Medium Business Award Winner:

Winner: Genesys Laboratories, South Yarra, VIC

ICSW Global Challenge 2008 Small Business Award Winner:

Winner: Ansvar Insurance, SA

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