The Global Association for Contact Center Best Practices & Networking

You won GOLD in one of our regional contests in recent years, what made you enter the competition in the first place?
Presitge among my peers and industry. Also highly motivating for the contact centre staff to work in the best contact centre in the World!

How did you and your colleagues celebrate your win and what recognition did you receive internally and externally for this fantastic achievement?
My team were all in Vegas - 9 of them, so we celebrated 'Red Rock' style. When we arrived back in Dublin, all senior eircom executives had assembled in the contact centre, to my surprise ( I was jet lagged, and came in in Jeans!), there were photographers, balloons and banners, music and a champagne breakfast for the centre.

How did the win change things for you personally?
Recognition within the industry. Job offers! (which I turned down), seen as the eircom SME (subject matter expert) in call centres, which has opened doors internally for me.

What impact did the win have on the morale of the center overall?
Enormous on the centre, which was one of the main reason we did it. But you have to work on that it doesn't just happen, you need to create the excitement before you go. We ran an incentive for the top performing team leaders to come to Vegas for the awards. And when you get back you have to explain it all over again and bring it back to the guys that the reason we won was because of them...

Looking back at your win at the regional awards, can you share some insights into how you felt when we announced you had won GOLD and what this amazing award meant to you personally?
It was wonderful. Isn't being told you're the best at something the ultimate feeling?

What would you say to others who have thought about entering these awards but are hesitant because they don't know how they will do?
Go for it. Really look at what the essence of your success is and drive that home in your submission.

How has winning the GOLD affected you and those around you?
Great pride in the centre and in my role as Head of it.

In conclusion, what makes your center outstanding from others in the industry?

"The general consensus from colleagues and myself would be that while the company is a great place to work and enjoy yourself, it always maintains an air of the utmost professionalism, dedication and innovation. In previous jobs I have always made many work friends, but in our company I have met people I know I will still count as friends in many years to come. Your average employee in our company is focused, driven and ambitious. We can all relate to and get along with each other as a major emphasis is placed on the "team" mentality. We are all working together for the same goals that can only be achieved through co-operation on all levels, agents, management and support. The atmosphere on the floor where we work can only be described as 'buzzing'"

The 2009 Top Ranking Performers in the Contact Center Industry Awards are now open for entry! To learn more about this unique awards program and to start your journey on being named "Best in the World" visit; http://www.contactcenterworld.com/worldawards/

About Annette Hickey:
Annette Hickey is the Head of Contact Center at eircom.

About Eircom:
Eircom Group plc is an Irish Telecommunications company, and former state-owned incumbent. It is currently the largest telecommunications operator in the Republic of Ireland and operates primarily on the island of Ireland, with a point of presence in the UK.