Frequently Asked Questions
Here are a list of our most frequently asked questions for those looking to enter the awards, or those looking to sponsor. If your query is not listed below, please send us your question.
How do I enter?
To enter, go to the Enter Now
page, and fill out the application. This is for your contact details only. Once this application is processed, your password will be sent to you via email, and you will gain access to the Awards Login
, where you will enter your entry material. For more information, please visit The Process
page, where you can view the process of the awards program from start to finish.
What are the differences between the awards?
1. Rising Star Award (Entry level basic program) – for those who want recognition as a Rising Industry Star!
2. Annual Top Ranking Performers Global Award Program (Prestigious and highly sought after!) – for those who want the prestige of being named best in an entire continent, possibly best in the world and to benchmark against the best of the best and learn some of their secrets to continuously improve!
Initially both programs use the same entry process - you select the award(s) and enter the information online. Then we pass all entries to over 100 judges around the world to review and they score the content and best practices.. At this stage the process differs by award:
Entrants who are just in the Rising Star program then get shortlisted and we announce the winners at one of our regional conferences.
Entrants who are competing for the prestigious Global Top Ranking Performers Awards are shortlisted and we invite the finalists to present their respective best practices live in front of around 100 judges and also to watch other finalists. This is perfect for benchmarking and learning what sets your entry apart and also to get new ideas. Then judges score your ideas and after we have seen all presentations we announce the winners at a Prestigious Gala dinner.
Is there an entry fee?
Yes, there is an entry - we have several options available depending on the type and number of awards you are applying for.
How do I log in to the Awards Login?
Once you have filled out the entrant's application on the Enter Now
page, and it has been processed, you will receive your password for the Awards Login
via email. Once you have this password, you have access to the secure area, and will be able to continue with your application.
What am I being judged on?
Once your application has been processed, and you have entered your entry material, you will be scored by our panel of judges on the questions and answers portion. ALL those we consider suitable to be FINALISTS (i.e. meet our very high standards) are invited to present at the respective regional awards conference where you will be asked to share best practices (guidelines are given) and you are judged at the event. We then announce the winners at the gala dinner on the last day of the event.
How am I being judged?
Initially all written submissions are judged by a team of experts around the world. The experts are not consultants and we don't allow any vendors to be judges. All the judges see is the data - they don't see your name or company name. The judges score all entrants and the top are invited to their respective regional conference in September and July.
Who are the judges?
The judges who pre-screen for the regional finals are all industry experts. They do not work for vendors of products or services to contact centers - they all have a minimum of 5 years senior management experience and currently work at banks, insurance companies and more. At the regional finals, the judges are the audience members who have come to hear the presentations.
What do I need to do once I've entered?
Once you have entered, and your application has been processed, you will need to fill out a questions and answers portion. Your identity and contact information are not given to the judges, and so it is an unbiased scoring. Depending on the category, you may also be invited to make a presentation at our upcoming conference. View Our Categories
What deadlines do I have to work with?
There are several deadlines throughout the process, including deadline for entry, deadline for payment, and deadline for submission of content.
How are the finalists chosen?
Each entrant undergoes scrutiny by a panel of independent judges who will review the question and answer portion of the entrants' written submission and score them accordingly. All information contained in the submission which my reveal the identity of an individual entrant or company name will be removed from all award entries prior to judging.
What do I win?
If you are voted as the Best in your category, you will win a trophy and a Gold Medal; 1st & 2nd runner-ups will receive Silver and Bronze medals and all will earn the right to publicize themselves and their company as being winners!
What if I forget my password/login information?
Go to the Awards Login
page on our website and click "Forgot your username and/or password? - Click Here for help." You will then enter your email address and your password will be sent to you.
I want to enter 2 agents from the same contact center - what's the entry fee?
There are options for multiple entries - check which one best suits you.
How many different categories are there?
There are over 30 categories. Some are non-presenting; others require the entrant to present should they be chosen as a finalist.
If I reach the finals what happens?
If you are a presenting finalist, you will be required to put together a PowerPoint slideshow - we will issue you the guidelines. You will present and be available for questions from the audience who will then vote. Their vote, and your written submissions will be amalgamated to give an overall score out of 100 and we will award medals based on the scores.
If you are a non-presenting finalist, you will be invited to attend the conference and you can participate in the round-table discussions we have at the event.
Every finalist will be honored at the start of the conference, and given a commemorative gift.
At the gala dinner, we will announce the winners of all the awards and the ALL finalists will receive an award. Top 3 will also receive medals.
What is the Top Ranking Performers Benchmarking Study all about?
We ask every finalist to participate in the study - we ask for data which we will gather and share with our readers - no individual's name will be identified.
When are the regional finalists named?
The regional finalists will be announced via the ContactCenterWorld.com website.
What is the highly commended award for?
We are recognizing all the finalists who were identified as being exceptional, but were not in the top and not up for medal contention. These Highly Commended winners are recognized at the event and congratulated in front of all the delegates.
My center is in India, but I am based in the US - which region should I enter?
You enter the regional awards based on the location of your center, so in this case you would enter the Asia Pacific Awards.
What are some of the benefits of entering the awards?
There are numerous benefits including recognition for you, your staff and your center, benchmarking against the best in the industry, to learn from others and to share best practices.
I have 2 centers - One in Ontario, one in Austin - I want a sales agent from Ontario and a leader from Austin - what's the fee?
As you have 2 centers, you will pay the entry fee twice
If we are invited to the regional finals, what should we expect?
Reaching the regional finals is an amazing feat. In all cases except the technology innovation (vendors) category, all finalists are required to prepare a presentation that they will share with the audience. The presentation duration will be a minimum of 10 minutes, up to a maximum of 30 minutes (depending upon category) and all presenting finalists will then participate in question and answer sessions with the audience members. After the question and answer sessions the audience will score the finalists through ballots. Winners will be announced at the gala dinner on the last night of the conference.
When and where are the conferences being held for best in Americas (North & South America)?
The Conference and Awards for Americas will be held in Orlando,Usa September16-18, 2020.
When and where are the conferences being held for best in EMEA (Europe, Middle East & Africa)?
The Conference and Awards for EMEA will be held in Lisbon,Portugal on September 1-4, 2020.
When and where are the conferences being held for best in APAC (Asia Pacific)?
The Conference and Awards for APAC will be held in Bali,Indonesia on October 19-23, 2020.
What do we present at the regional finals?
At the regional finals, all presenters will receive instructions for what they will be required to present. The exact format is dependent on the award you are a finalist for, for example, those presenting for best contact center will be required to showcase how they run their center, talk about key metrics, how they recruit, train, etc.
If we win GOLD at a regional final, what do we get?
Apart from being named best in your region, you will receive a glass trophy, GOLD medal, certificate and a place at the world finals. We will also interview you and publish your details on ContactCenterWorld.com for the whole world to view.
Who else has entered?
How do I update our logo on the recent entrants page?
Does the competition apply to all types of centers i.e. help desk, customer service, call, support center?
Yes - it's open to all types of centers - call, contact, inbound, outsourcers, help desks, service desks and more. There is even one category exclusively for industry vendors.
We run a small center (under 50 agents) and wanted to know if we have a chance?
The program is designed to meet the needs of centers of every size. We do have a special award for contact centers under 50 agents as well. It's not about being big, it's about being the best.
We are a registered charity - do we need to pay to enter?
What we offer registered charities is a refund for the entry fee in the format of a donation - so you do pay to enter and we will cut you a cheque to cover your costs as a donation from the team at ContactCenterWorld.com
Do you provide some instructions to help us complete the application?
Yes. For every award we have created a short video that explains the entry process and guides you through some of the key questions and advises you how to complete the form. These videos are located on the submission page for each award so they are available and easy to follow
How confidential is the information we supply?
Your entry submission is seen by a few ContactCenterWorld.com staff and several judges. It is critical that you do not share company names or brand names or even the names of people when submitting an entry unless we specifically ask for it. The primary reason for this is to ensure judges are not aware of who the entrant is and this also avoids bias. It also helps those who are concerned about confidentiality as this process helps in this regard. We also do not disclose any information publically except what you might add in the biography section of the award form which is not judged on.
All statistical information is made available to judges and after the awards we may publish a report with consolidated (i.e. all information grouped) data so that no individual centers can be identified.
If you are named a finalist we will ask you to present at one of our events and to share a presentation in front of delegates. The information you chose to share is at your discretion and commercially sensitive information should not be disclosed. You have control over what you share.
We are an outsourcer and want to enter with a client but the client wants to remain anonymous. Is that possible?
If you are an outsourcer we do need your client to know that if together you enter, we do need to share the names of both parties if you are a finalist and both parties must present. So if this is a problem we recommend you do not enter. The award for outsourcers is a partnership award and our members will know who the parties are in these awards! They will also want to see the Outsourcer and client co-present after all it is a partnership!
If I end up being the only finalist in a category and present, will I automatically win the GOLD medal?
No, this is an award for best practices and you will be judged just like everyone else! We will review your final scores and also take into account any penalties (for missing deadlines) and will determine what award you will receive. So, if you are fortunate to be the only finalist, you still need to perform to your best!
How can I be a sponsor?
Please go to our website to request a prospectus and you will immediately receive a downloadable PDF of our sponsorship opportunities. Some of the reasons why you should be a sponsor are:
- To promote your products and/or services
- To position your solutions with industry leaders
- To show you support the industry initiative for image enhancement
- To congratulate the winners and celebrate their award winning achievements
As a sponsor, will I be able to speak at the event?
No, but you may be able to demonstrate your solutions and services to the attendees in different ways such as table-top displays, Awards dinner sponsor, breakfast sponsor, luncheon sponsor, conference bag sponsor, lanyard sponsor and through networking opportunities.
What levels of sponsorship are there?
There are many different ways to sponsor the World Awards and Conferences. Opportunities exist to sponsor the Worlds and Regional events with Gold and Silver level sponsorships as well as several different opportunities including breakfast, lunch, dinner, break, table, and conference bag or lanyard sponsors. Gold sponsorships also receive delegate listings from our conferences approximately 2 weeks after each event.
What are the benefits of being a sponsor?
Sponsors are able to generate new leads and sales by reaching national and international customers. Your brand can be communicated to the industry's top leaders. You will be associated with the Contact Center Industry's most unique and exciting event, the ContactCenterWorld.com Conferences and Awards! ContactCenterWorld.com allows for the perfect venue to introduce new products and services directly to a targeted industry audience.
Why are these awards considered as the most prestigious awards in the industry?
There are many reasons – here are just a few!
- They are presented by The World’s Largest Contact Center Association, ‘ContactCenterWorld’:
205,000+ members from more than 200 countries.
- The ONLY truly Global Awards
and Recognition Program in the Contact Center: 79 countries have participated in the awards so far!
- Compete in 3 different regions:
Americas, Asia Pacific and Europe, Middle East & Africa. Regional winners then compete in what many refer to as the Olympics of our industry.
- Our awards are 100 % fair and unbiased:
Sponsors, competitors and partners do not have a judging vote.
- The awards give everyone an equal chance to win:
Categories are broken by sizes, in-house and outsourced so you compete with similar entrants.
Is there a channel where I can contact you for my questions?
As the ContactCenterWorld team, we are always ready to answer your questions. You can contact us using the contact information below:
Elif DIPLEN, International Marketing Manager
Tel: +90 507 361 95 86
Raj WADHWANI, President
Tel: +1 866 240 4152
If you prefer submit a question :
Do you have any documents / webinars with more information about the awards processes?
Our President created an on-demand webinar for you to watch at your convenience.
Here is a link:
View award webinar
Also, we created an awards entry tool kit to help
The toolkit includes:
Click here for the free toolkit
- Background to the Awards
- Past Entrants
- Useful Tips
- Deadlines and more.
What are the categories for Technology Vendors and Consultants?
We have several!
Technology Innovation – Self Service (like AI, IVR etc – any that deflect traffic to self service options)
Technology Innovation – Live Agent Support (solutions that work with agents to increase productivity like KM, WFM tech etc)
Best Improvement Award – for those who advise centers or train them like consultants and/or trainers
Should we prepare presentations in English?
Yes, All presentations and processes are in English. To help you can write answers in any language and assign someone you know to translate them before you submit them. But all answers have to be submitted in English.
Will The judges come here to evaluate?
Many award programs who do this employ so called 'consultants' or 'vendors' who may have an ulterior motive (maybe they want to sell to you their services today or in the future) Our judges run world class centers and have nothing to sell! Also, we have heard in some programs where judges meet the entrants at the early stages, some entrants have tried to influence the judges and this is unfair to those who deserve the award - it would be a shame if you did not win because another entrant ‘buttered up’ the judges! So, no we don't visit as this could involve bias. Furthermore when you enter online, no judges know your company name so it's really fair!
What kind of data will be asked for?
In some cases its qualitative data, other times quantitative data and we ask for examples of best practices. We also accept documentation, photos etc as long as you cover up the company name, brand names and personal names so the center or people cannot be identified. Note it is important to answer all questions - judges don't know who you are and thousands of entrants over 15 years have trusted us with data - even sometimes sensitive data that judges need access to but the details stays confidential and not attributable to a single entrant.
Is there a different situation for non profit company companies?
We do not treat nonprofit organizations and companies differently.
Our contact center is managed by an outsourcing (bpo) company. Will it be an obstacle for us to participate in the awards?
No. In fact we have a good number of companies who outsource as well as outsoucring companies participate in this way.
Do you have a membership that you can offer for conference tickets?
We can offer you a membership package based on the number of conference participants. Below is a link to the memberships page. There are lots of benefits to sign up for corporate membership including discounts, free award entry etc and even up to 4 conference tickets! The most popular Corporate membership is the Platinum annual membership!
More information here
How long are the presentations?
The lengths of the presentations vary between 15-20 minutes. If you become a finalist, we will provide all the details nearer the time
How long will we have to prepare the presentation?
You need to upload your presentation a month before the conferences. Typically you will have 2-3 months to prepare.
Is there going to be Questions during the event from Judges?
We do sometimes have Q&A sessions but these are more to share ideas amongst competitors and these are not part of the judging process.
Can we see the questions before applying for awards?
How long is the award valid for when received?
The validity of the awards is one year. If you win the GOLD you are invited back the following year to ‘defend’ your win and that your recognition as an award winner never ceases.
Can I see a list of finalists?
Due to confidentiality we are unable to publicly share details about any finalist until we have shared the agenda online