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Article : 2011 Contact Center World’s Best – Where Are They & Who Are They?

Thunder Bay, Canada 16th Nov 2011 –, The Global Association for Contact Center Best Practices & Networking is pleased to announce the top contact centers and professionals in the World 2011

Table above shows 2011 Ranking and change over 2010 position.

USA Slips to No2 spot
Indonesia just squeezed out the USA in terms of overall ranking. Although both have won the same number of awards, the team from Indonesia won more Gold and Silver leading to them displacing last year’s top winners USA. There are many leading companies in Indonesia which resulted in such a strong push putting them up from 3rd in 2010 to top spot.

Canada up 5 Places
This year, team Canada powered its way up to no.3 spot – that’s up 5 places from 2010. Strong entries from East and West Canada resulted in several key wins taking the team to the top of the table.

Australia’s strong position cemented
Team Australia once again came in overall 4th – an impressive run from St. George Bank and other entrants resulted in Australia showing it once again is a powerhouse in the Contact Center World

United Kingdom slips by 6 to joint 15th
The UK entries were strong but few resulting in the UK ranking slipping down 6 places to 15th overall putting them below newcomer Palestine who won Gold in their first ever entry into these global awards.

Commenting on the rankings, Raj Wadhwani, President of added "There is a lot of chatter about which countries are the best in the industry, our rankings really showcase who is doing what. I find some markets are exceptionally active in customer service, technology etc and you would be surprised, its often not who you think! The awards process pitches the best against the best and is open to any company. The judges are those who do what these entrants do – not consultants or vendors – so it’s the industry effectively judging the industry which is invaluable as a measure."

Wadhwani added "I am not surprised by some of the findings as countries like Indonesia are very progressive in many areas and so are other areas like Singapore, Turkey and Japan. In fact, all these countries are doing very well. I am disappointed that some countries do not support the global awards as much as they do – imagine the exposure the winning nations get? Now folks reading this are curious about Indonesia and this is great for the Indonesian economy and industry – I congratulate all the winners from this great nation and all entrants this year – standards are exceptionally high and so are the rewards"

Comments from some of the winners appear below
"We are so thrilled with this award, this is the result of hard work by our fantastic team at ING Direct Canada. Our 3 Year Vision allowed us to have laser light focus and we are proud and honored to be voted as gold medal winners. The conference and the participants were outstanding plus, we "stole" some best practices."
David Bradshaw, Vice President Sales and Service ING Direct (Canada)

"I am honoured to win this award on behalf our team, it will be a good incentive for future success. The whole event was amazing for learning and sharing best practices of the industry!!!"
Ceyda Koc, Back Office Unit Head Global Bilgi (Turkey)

"Wining 'Best Contact Centre' at the Contact Centre World Awards culminates a 2 year transformational journey. We have put in play so many leading edge practices in the 3 years we have been participating in the awards process. Contact Centre World is the best source of innovative initiatives for us!"
Antoine Casgrain, General Manager St George Bank (Australia)

"Thanks for all what you've done during the contact center world competition. It was the best event ever. The exchange of experience was phenomenal and the wealth of experience I took back with me was and still is extraordinary and rich. Soonest I came back, I flooded my team with things to do in search for ways to improve. Winning the gold medal in Vegas was not an easy task as competition was tough and we are already preparing our company for next year's competition."
Ghassan Anabtawi General Manager, REACH (Palestine)

"We are so proud at CVS Caremark to win the Gold Medal in the World for Community Spirit. It reinforces that we are doing so many great things for the communities we live in and makes us want to do even more in the future. Every conference that I have attended is so much better than the previous one. I have learned so much useful information from all the call center professionals that attend and then I am able to share that information with my superiors, my peers, and my employees that I support."
Homero Acevedo, Manager, Customer Care CVS Caremark (USA)

"O'Keeffe and Swartz are delighted to have been a part of the Contact Centre World Awards and are honoured to be awarded Gold in the category of Best Outbound Campaign for 2011! These awards motivate us to continually improve on a culture of excellence and produce great quality sales for our clients and in so doing contributing to the financial security of the people in South Africa. It has been an absolute privilege to share in the best practice learning’s from other organizations and individuals from around the world. The O’Keeffe & Swartz team would like to thank everyone who participated for an unforgettable experience."
Loretta Staiger, Client Development Manager O'Keeffe and Swartz (South Africa)

" This is one of the rare event that allows you to benchmark your center against the rest of the world. It also gives you the opportunity to find out all the best practises around the world in a single conference. With the firm acknowledgement and endorsement from the expert around the world, it makes the team to be proud to be voted as the world best."
Frederick Choy, Technical Helpdesk Manager - Singtel (Singapore)

View the full list of winners at this page

Any contact center can enter these awards. Finalists present at regional conferences and the best get to compete globally every year

find out more at

Today's Tip of the Day - Speech Recognition

Read today's tip or listen to it on podcast.

Published: Wednesday, November 16, 2011

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2024 Buyers Guide Messaging Systems


miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

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