ICSP AWARDS BACKGROUND:

Or Download PDF nomination form here

ICSP is celebrating the 10th year of the ICSP International Customer Service Awards to the held in Melbourne from the 7-11 October 2013. The awards are the pinnacle of International Customer Service Week (ICSW), an International celebration when the world joins forces in celebrating and rewarding our Industry leaders. The 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.

 ICSP AWARD OBJECTIVES: 

To provide an International Best Practice Benchmark in customer service by: 

 The 2012 ICSP Business Award Categories:

ICSP Business Awards: Sub Categories

ICSP Individual Award Sub Categories:  

THE ICSP 2013 SPECIAL AWARDS: no entry is required 

 • 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 Australia and New Zealand.

 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 lodgement 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.
Platinum Award Winners of the ICSP 2013 Awards will be automatically entered into the Global Service Awards 2014.

 ICSP International Outstanding Award * NA

All Platinum Award Winners will automatically be considered for the ICSP 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 2014.

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 2013 Awards: 

 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.    

NOMINATE ONLINE HERE

Or Download PDF nomination form here

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 What do ICSP's previous winners have to say?

Westfield Bondi Junction Shopping Centre

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- Brisbane

Winner: ICSP International Outstanding Individual Award Winner & Winner:  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.”

 Melbourne Cricket Club - Stephen Philp, Customer Service Manager

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. “