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ICSP AWARDS BACKGROUND:
Awards Nomination below... please scroll down...
ICSP is celebrating the 9th year of the ICSP International Customer Service Awards to the held in
ICSP AWARD OBJECTIVES:
To provide an International Best Practice Benchmark in customer service by:
- Facilitating an enhanced understanding of the role that service plays as a critical success factor for the business performance improvement and establishing an increased understanding of the link between service indicators and bottom line performance;
- Promoting and encouraging customer service improvement across all industry sectors and throughout the broader community;
- Developing the frameworks to gain a greater understanding of International best practice through ongoing research and analysis of International service standards, processes and systems;
- Reviewing and assessing international benchmarks in the art of managing the customer service function;
- Encouraging and coaching professional dialogue and networking opportunities among customer service professionals.
The 2012 ICSP Business Award Categories:
- Large Business Award: 300 + Employees
- Medium Business Award: 50 - 300 Employees
- Small Business Award: 1-50 Employees
- Retail Service Award: open to all Retail businesses
ICSP Business Awards: Sub Categories
- People in Culture
- IT Support Services
- Human Resources
- Marketing & Innovation
- Customer Engagement
- Benchmarking Service Standards... all 6 sub categories are required to enter the 2011 Business Awards
- Customer Service Champion:
- Customer Service Leader:
ICSP Individual Award Sub Categories:
- Service Leadership
- Customer Engagement
- Communication & Interpersonal Skills
- Team player
- Change Agent
THE ICSP 2012 SPECIAL AWARDS: no entry is required
- James Strong Leadership Award
- ICSP Community Award
- The Most Admired Company Award
- My Customers Rule Award
• ICSP International Outstanding Individual Service Award
• ICSP International Outstanding Business Service Award
Nominees:
All Award nominees must be current financial ICSP members in line with the nomination category.The ICSP Awards are open to all industries, states and sectors across
What makes the ICSP Awards Different?
All award applications are judged against International Best Practice in Customer Service.
Benefits of Awards Entry:
The ICSP International Customer Service Business Awards provides all applicants with an opportunity to undergo a rigorous review, with the added benefit for the Business Award nominees in receiving feedback from the Chairman of Judges and a National Evaluator offering ideas to further strengthen the organisation’s customer service practices.
The most important element of the process is the ability to have an objective team of external experts identifying specific opportunities for improvement that are often difficult to identify internally. For many businesses, the costs associated with this type of intervention are prohibitive and this awards process enables the entrants to benefit from an in depth analysis associated with this type of professional feedback.
Other Business outcomes are:
• The opportunity to focus the entire organisation on current methods of service delivery and to heighten a greater awareness of service related strengths and opportunities for improvement across all areas and levels within the organisation
• The opportunity for an in depth assessment of current performance related to service by an independent group of professional advisors
• The opportunity to re-assess what your clients/customers think about current levels of service provided by your organisation
• The opportunity to market your commitment to continuous service improvement to your internal & external customers/clients.
Eligibility:
Nominations for the ICSP International Customer Service Awards are open to any organization located within Asia-Pacific and members of ICSP.
All nominees must have been legally operational for a minimum of 12 months prior to lodgment of an application.
The ICSP Award Levels of Recognition:
ICSP Silver Award: (Highly Commended)
Is the result of an individual or business almost at best practice and would benefit greatly by reviewing their service standards against the best practice tool – the ICSP Awards Submission document.
ICSP Gold Award: (Met Best Practice) * NA
Is the result of an individual or business having proven that they are at best practice. The winners are then automatically registered as finalists for the ICSP Platinum Award.
ICSP Platinum Award: (Best of the Best) * NA
All Gold Award Winners will automatically be considered for the ICSP Platinum Award which is identified as a business or individual within the same category that are outstanding leaders in their category.
ICSP International Outstanding Award * NA
All Platinum Award Winners will automatically be considered for the International Outstanding Award which is a business or individual that exceeds and outshines all Award nominees and are true role models of International Best Practice in Service. There are two Awards- Individual and Business.
All Business nominations who are awarded a GOLD Award will automatically receive an ICSP CERTIFICATION verifying that the business is at
ICSP Best Practice which is valid for the following 12 months – until October 2013. The certification certificate will be displayed to verify that the business is at BEST PRACTICE.
*Please note: NA: Are categories where no additional entry is required.
Each core component comprises of a number of key assessment segments, each segment representing a sub-category as noted in the Awards documentation.
Each segment (sub-category) is used as part of the awards assessment process.
Schedule of 2012 Awards:
2012 Launch - Tuesday 28 Feb Brisbane - Wednesday 29 Sydney - Thursday 1 March Melbourne and are also being delivered across
Individual Award Briefing Sessions – will be presented directly after the Awards launches in each state: all applicants are encouraged to participate to ensure they are familiar with all submission requirements and have an opportunity to clarify any additional queries.
Please Note: Full Payment is required prior to sending out the ICSP Submission Manual and submission template.
Submissions Close - The final date for the award submissions must be completed and received no later than 5.00pm on June 30 2012 (EST).
Evaluation of Submission – the ICSP award evaluation team assess all written submissions against the ICSP best practice. Applicants who have clearly articulated and demonstrated their best practice in service will be short listed and notified for the scheduling of an interview or site visit.
Notification of Applicants – If the nominees are short -listed, appointments will be made for a suitable time for the site visit or interview time.
Site Visits – The evaluation team will conduct site visit evaluations. The duration of the site visit will typically be a half day depending on the size of the organisation being evaluated and the complexity of the Individual or business. Interviews will be approximately 1 hour when applicants will be interviewed on site or at the national office of ICSP. Please Note: When possible the last 10 mins of every Individual interview will be allocated to interviewing the nominee’s manager or direct report..
Final Evaluations/ Reports to Judging Panel – The evaluation team will complete the evaluations and prepare reports and recommendations to the National judging panel.
September National Judging – The National judging panel will independently evaluate all nominations before reviewing the written assessments from the judging and site visits and consider all nominees for the ICSP International Customer Service Business and Individual Awards.
October 5 Awards Presentation Dinner – The official announcement and acknowledgement of the winners will be presented on Friday 5 October 2011 in Melbourne at a Black Tie Gala Awards Dinner. Your team, clients, family and friends are all welcome to attend. However book early as tables sell fast!
Awards Investment:
• ICSP Membership Pricing is available on the ICSP website www.icsp.com.au /membership and must be in line with each nomination category.
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Business Award Categories |
Sub Category |
Investment (inclusive of GST)
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Business Award Nominations Large / Medium / Small/ Business/ Division or Department Retail Service Award |
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Large Business: $2,500 Medium Business: $1,500 Small Business: $1,000 Retail Service Award: $1,250 All 6 Categories are required to enter the ICSP 2011 Awards Please Note when there is more than 1 site, each site will be required to enter separately |
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Individual Award Nominations Customer Service Champion: Customer Service Leader: Open to Customer Service Champions / Contact Centre champions /Team Leaders/ Supervisors, Managers |
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$395 per nomination All 6 Categories are required to enter the ICSP 2011 Awards No site visit necessary, however interviews may be required. |
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ICSP Special Awards |
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Sponsored Awards, No investment or nomination is required. |
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Site Visit |
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$230 per hour, per nomination, plus travel expenses: Economy class flights, ex |
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2012 ICSP NATIONAL CUSTOMER SERVICE AWARDS NOMINATION
Please Note: One Application per nomination:
Date:___________________________ ICSP Membership No: _____________________
Company:
Contact Name: Position:
Address:
Suburb: State: Postcode:
Business Phone: Fax:
Email Address
Website:
ICSP Individual Award Nominations Only
Award Nominees Name:
Position:
Address:
Suburb: State: Postcode:
Business Phone: Fax:
Email:
Website: _____
Awards Category: Please Circle which category you will be entering:
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Section |
Sub Category |
Investment (inclusive of GST) |
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Business Awards
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1. People in Culture 2. IT Support Services 3. Human Resources 4. Marketing & Innovation 5. Customer Engagement 6. Benchmarking Service |
Large Business: $2,500 Medium Business: $1,500 Small Business: $1,000 Retail Service Award: $1,250 All 6 Categories are required to enter the ICSP 2012 Awards
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Individual Nominations
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1. Service Leadership 2. Customer Engagement 3. Communication 4. Team Player 5. Change Agent 6. Personal Development |
$395.00 per nomination Please Note that all 6 sub categories are required for all individual niminations: No site visit necessary, however interviews may be required. |
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ICSP Special Awards |
1. James Strong Leadership 2. ICSP Community Service 3. My Customers Rule 4. Most Admired Business |
Sponsored Awards, No investment or nomination is required. |
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Site Visit |
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$230 per hour, per nomination, plus travel expenses: Economy class flights, ex |
2012 ICSP AWARDS:
Please note: All nominations must be made on this official registration form.
Nomination Submission once registered are non refundable however substitutions are welcome up to June 30 2012.
All Award Submissions are not valid until full payment is made.
It is a condition of entry that you hold a current financial ICSP Membership to match the category nomination.
- Business Nominations: would be required to join Small / Medium / Large Business Membership
- Individual Nominations: would be required to join as an ICSP Individual or Business Member
AUTHORISATION:
Name: Position:
Nominees Signature: Date:
Please note: For the individual Awards, it is very important to have consent from the nominee.
PAYMENT OPTIONS (Please tick):
Card Name: Card No:
Expiry Date: Signature
Total Amount payable: $
Please return your nomination via:
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it Fax: 03 9853 4190
Attention to: 2012 ICSP Awards Chairperson
ANY ENQUIRES PLEASE CONTACT:
ICSP International Customer Service Professionals
ICSP International Customer Service Professionals ABN 15 106 295 701
Phone:1300 760 130
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What do ICSP's previous winners have to say?
Winner: ICSP International Outstanding Business Award & Winner: Toll Ipec Large Business Award
What was your primary reason for entering the ICSP Awards? “Our primary driver for entering into such prestigious Awards was the opportunity to be judged by an external organisation and to benchmark ourselves against other industries. Being regarded as the best within the retail industry has enabled us to really push our limits.”
How did you find the Awards process including the site visit? ”Very professional throughout! The site visit was a real “eye opener” for us as one of the judges was a regular customer so it was very confronting however some useful learning’s came directly from her feedback. Preparing the submission, although time consuming, allowed us to reflect on our achievements as all to often, in the pace of the corporate world, we don’t spend enough time appreciating and celebrating wins.”
We have being involved in many awards processes but the ICSP is certainly the most professional and well run of all. The ICSW really sets them apart from the field as they offer so many opportunities to network with other organizations.”
What has winning the Awards meant to the people and the business? ”This award has meant so much to all levels of the organization! The Lowy family were particularly thrilled! In an industry not so strongly renowned for 5 Star service it has been a continual battle to quantify the effect good quality service has on the organization. ICSP has helped us win this battle! “
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Jeff Kirk, Local CEO Brisbane ANZ Banking Group-
Winner: ICSP International Outstanding Individual Award Winner & Winner: GAPbuster Worldwide Customer Service Champion Platinum Award –
What makes the ICSP Awards different to any other awards? “ICSP are very involved in sharing service best practice throughout the year with networking seminars, breakfasts and of course customer service week. The awards are part of something bigger not just an annual event.”
What were the key learning’s and benefits from entering the ICSP Awards?
“Key learning for me was the validation I received from my employer and staff during the process. It also highlighted to me that one should always take a little time to look back and reflect on the journey and appreciate not only the evolution of self but how this has translated into the wider business culture. The learning being "I can make a difference.... and I have."
What has winning the ICSP Awards meant to you and the business?
“At ANZ we outperform our competition in relation to customer and staff satisfaction. Winning the award has given me confidence to continue to create an environment where the customer is at the centre of everything we do and widen the gap on our customer service proposition.”
St George Bank Call Centre- Antoine Casgrain, GM Contact Centres
Winner: Toll Ipec Large Business Gold Award -
What was your primary reason for entering the ICSP Awards? “Opportunity to step back and assess how far we have travelled, celebrate where we are at, regroup and set a plan for the next milestone. Provide a sense of pride to the staff.”
How did you find the ICSP Awards process including the site visit? “Most professional, rigorous, fair and equitable. The judging process in itself is a great learning process.”
Additional comments ? “The awards process is a must if you are serious about becoming the best at what you do.
Staff need to know that the Call Centre Management team is keen to enter the awards as a proof that the Call Centre is indeed on the right track, and is indeed a player in the industry.
Entering the awards is about demonstrating pride and some calculated vulnerability in order to further develop and one day be anointed the best of the best .... much more powerful coming from a reputed industry body versus external consultants or survey.”
Winner WaiveStar Small Business Gold Award –
How did you find the ICSP Awards process? “The 6 core component gave us the opportunity to complete a total review of our service operations. The assistance from Tricia and the ICSP team was extremely helpful and with a limit of 2 pages per component it was important to understand the key items the judges were looking for. The site visit was the exciting part of the process where we got to show off our environment and talk more in-depth about the written submission.”
What were the key learning’s and benefits from entering the ICSP Awards? “By completing the written submission it was similar to completing an internal audit on our service delivery. Throughout the process, we identified numerous opportunities for improvements which we planned to action. However the most beneficial thing that we got out of entering the awards was the team building it created. By involving everyone in the process enhanced our mission of delivering exceptional service and strengthened our overall culture.”
What has winning the Awards meant to the people and the business? “Winning the department award as well as the individual award for one of our staff was very exciting for not only for our department but for the entire organisation. We had spent 2 years building up the department and putting processes in place to ensure we were delivering great service and capping the year off by winning the business award was great for everyone involved. By having everyone involved, it was seen as a total team effort and we now have set a standard we want to continue to deliver on. “
ICSP International Customer Service Professionals
P O BOX 194 Post Office. Kew. 3101
Phone 1300 760 130 • Fax 03 9853 4190
© ICSP International Customer Service Professionals ABN 15 105 295 701