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Help - Contact Center World Awards

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.

GENERAL AWARD QUERIES +
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 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 you will be sent a password reset link. If you do not receive it within 30 minutes check your spam/junk folder. If you no longer have access to the email address associated with your account or you unsubscribed from our emails, please send us a request for assistance. 
How many different categories are there? +
Make 2022 your golden year - your award-winning year with ContactCenterWorld.com, the contact center industry and the 17th Annual Top Ranking Performers Awards. These awards create opportunity for everyone within the Contact Center industry to be seen as the Best in the World at what they do! Whether you are a leader, technology innovator, agent, support professional or a vendor, there are 40+ awards available to win. You have several opportunities to compete directly against your peers in your geographical region - Europe, Middle East & Africa (EMEA), North & South Americas (AMERICAS) or Asia Pacific & Oceania (APAC).

  • Winners at the regional level will then move on to compete at a global competition!
  • Over 2000 Entrants Annually -  The Best From 80+ Nations.
  • From The Small To The Mega Centers - They Compete In 40+ Award Categories?
  • Equal chance for everyone to win - Some categories are broken by inhouse, outsource & sizes.

Here is the link for awards categories
What are some of the benefits of entering the awards? +
Still not sure participating the The Global Top Ranking Performers Awards ? Here are some of the reasons why you'll miss important opportunities;

1) Have achievements recognised
ContactCenterWorld awards designed to recognise the achievements of our industry. Give your company the recognition and prestige given to award winners.

2) Marketing & PR
Being associated with awards event can provide great internal & external PR opportunities during the pre-event promotion and after the event. If you want to maximise visibility of your brand and team, ContactCenterWorld awards exactly for you. Make sure you maximise PR exposure and update your marketing materials with the award logo including business cards, website, literature, email and sales material.

3) Easier to recruit new staff
Business awards boost your hiring stature amongst new recruits. If you are the best, the best will want to work with you.

4) Boost staff morale and improved employee motivation
Success of your employees so winning one can help to motivate your employee morale and improve motivation as it acknowledges their contribution to your business success. Winning awards has a very positive impact on a team’s morale and can improve employee engagement.

5) Stand out from the competition
In order to confront the rapidly-evolving world around us, so you need to prove your achievement. You can take a big step ahead of your competitors with ContactCenterWorld award. Awards offer you great opportunity to separate you from your competition.

6) An opportunity to attract new business
Awards give you the great chance to treat your clients and partners. By participating in or even winning a business award, new customers can get a sense of your knowledge and hard work in the industry and be more receptive to working with you in the future. Winning the ContactCenterworld awards is the best way to increase credibility to your possible customers.

7) The chance to treat your clients and partners
Winning awards will improve client and partner retention. They can get a sense of your knowledge and hard work in the industry. You can gain respectability with announcements made to clients and partners.

8) Networking with industry professionals
Contactcenterworld offers you worldwide networking. You can keep you in touch with everyone who is participating in the awards with our unique social networking tool.

9) Benchmarking
Every finalist who competes gets to hear and learn other best practices and compare performance metrics and benchmark! You can learn the latest in contact center trends, strategy, and more around the world. You can find out the position of your company and yourself worldwide.

10) Great step for your career
We have supported our participants in their careers for many years. They have proved their success with their awards. In addition, the award process allowed participants to improve themselves. Numerous people were promoted with the support of awards.

Find out more here
Who else has entered? +
The list is like a who's who of the best in the contact center industry. Remember, biggest does not necessarily mean best - the best are those who can prove it! The list of entrants is available at this link.
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 and we separate inhouse from outsourced as well as have a category just for government-funded centers
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.
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 publicly 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 they have been entered, we will also 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!
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
E-mail: elif.diplen@contactcenterworld.com

Raj WADHWANI, President
Tel: +1 866 240 4152
E-mail:rajw@contactcenterworld.com

If you prefer submit a question : here
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 17 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.
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 outsourcing companies who 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
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
Why should I use TopPlace2Work for the Best Employee Engagement category? +
Some award categories ask for TopPlace2Work.com scores, especially those relating to employee engagement. TopPlace2Work has developed over a decade ago especially for the contact center industry, not to replace internal surveys but to allow organizations to use an international standard tool that can also result in the organization also becoming certified as a TopPlace2Work! Many companies who run internal surveys ask why they should use TopPlace2Work when they already have internal surveys. We remind these companies that internal surveys are not 100% accurate as staff may feel pressure into filling them - it is easy for many companies to see who complete the surveys and this leads to staff feeling obliged to ‘score up’. Also, internal surveys are often done annually, sometimes the questions are company-wide questions and not designed for the contact center and often surveys do not allow for comparisons with the industry. So when it comes to judging, the professionals who review entries for ContactCenterWorld.com do not regard internal survey scores as being as valuable as the scores from TopPlace2Work.com which we at ContactCenterWorld.com can verify. TopPlace2Work is recognized by many as the global standard for contact centers and many award winners openly state scores knowing they are verified. Another benefit is that companies who meet the minimum standards can also be certified as a TopPlace2Work which helps them attract top talent.
HOW TO / INSTRUCTIONS? +
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.
How do I update our logo on the recent entrants page? +
To update your logo go to our "Members Directory'' and search for your company. Click on your Company Name and there will be a link to upload your logo.
PRESENTER +
How do I avoid penalties? +
There are several ways entrants can lose points when presenting as a finalist - see below for some reasons and recommendations
1. Don't miss the deadline
Get your uploads completed on time - the earlier the better! Leave it to the last day to upload and you could face a log jam as others rush to get theirs uploaded last minute as well!

2. A presenter is sick! What if the presenter is sick? If you advise us a minimum 3 days (72 hours) before the deadline we will look to give you an extension based on the situation. If you ask us less than 3 days before the deadline then no extension will be granted without penalties as stated above. If you have a company award entry we will allow you to make a substitute presenter but the same deadlines rules apply.

3. COVID Affecting Our Team This is an international event and covid is a pandemic (global) and whilst local guidelines have changed and lockdowns make it harder to compete, if more than 50% of entrants in a given country are able to meet the deadlines, no extension is granted without penalty to any company who asks for an extension. If an extension is granted it will be advised to all entrants

4. Presentation too long The rules are clear on the training we provided. If you are advised your presentation is too long (even by 1 second) we will advise you. You have 2 options (1) Cut it down to the max allowed and re-upload within 72 hours or (2)we will cut it. Note if you fail to respond within 72 hours of us advising you we will default to cut down your presentation

5. Presentation too short Over the years we have recognised that to do a proper and complete presentation with sufficient details to help judges score entries, we set minimum times. These are outlined in the training we made available. You have 2 options (1) add content within 72 hours and re-upload or (2) leave it as is and face a penalty of 5% of the score PER MINUTE (or part) your presentation is under the minimum. Note if you fail to respond within 72 hours of us advising you we will default to a penalty You can increase your time by adding maybe a video about your center, some success stories, maybe add more tips (we ask for 10 but no reason why you can't add a few extra), maybe include some examples how you keep staff motivated during the pandemic - be creative - its your chance to win the award!

6. Not enough tips Judges are looking for every entrant to share 10 tips. If you fail to deliver 10 you will lose 5% for each tip under 10 expected.
If I want to change or submit my presentation after the deadline has passed is this possible? +
Yes however there are financial penalties! If you are up to 7 days after the deadline there is an automatic penalty of $500 USD. If you are 8-14 days after the penalty goes up to $1000 USD and 10% of your points will be deducted. If you are between 15-21 days, the fee is $2000 USD and 20% penalty points. Any changes / uploads after 22 days will result n a $4000 penalty and 30% point reduction.
What if I am the only competitor in a category? +
Its rare but does happen - companies sometimes pull out for commercial reasons and this can cause a category to be under represented in the finals. If this occurs and there is only 1 or 2 competitors in a category they DO NOT automatically win a medal. The method used to score entrants means that to win a GOLD an entrants has to be graded as Excellent. If they do not get this grade they may win a Silver or Bronze. GOLD is never guaranteed to any entrant
Can there be a tie for a medal? +
Occasionally there is a tie. In the case of 2 or more entrants having a score within 1% of each other they will be deemed a tie.
What deadlines do I have to work with? +
There are several deadlines throughout the process, including the deadline for entry, deadline for payment, and deadline for submission of content.

6 - 8 JUNE 2022 - LISBON - EUROPE, MIDDLE EAST & AFRICA 
27- 29 JUNE 2022 - ORLANDO - AMERICAS 

25 - 29 JULY 2022 - BALI - ASIA PACIFIC

DECEMBER 2022 - GLOBAL FINALS
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

STEP 1 Create a ContactCenterWorld account if you don't have one, select the award categories you want to enter & complete the online forms. Submit before the deadline and pay the entry fee. All entries are managed online and you will have access to a dashboard to manage 1 or more submissions with ease!

STEP 2 Online judges from all over the world will review your submission and after a detailed evaluation by over 100 judges, finalists will be determined and announced Mid April 2022. Our judges won’t know any details of entrants, you are purely being judged on what you are doing & not who you are. This keeps it 100% fair and unbiased.

STEP 3 If you are shortlisted to be a finalist, you will receive an invitation to participate in our regional conference as a finalist where you will be asked to present your entry and story live. The conference takes place in a central location for the region of the world you applied in and these take place starting in June 2022. Note all finalists have to purchase a discounted conference pass so they can attend, share and also learn from, and network with, the best!

STEP 4 All finalists presenting at the regional conference are judged live and, based on points, the winners are announced at a fantastic awards gala and medals awarded as we announce the winners! Winning GOLD (1st place) or SILVER (2nd place) at the regional conference is an amazing achievement. You will then have the opportunity to compete in our World Finals with the other regional winners!.

STEP 5 For the World Finals you will be required to prepare another presentation to share at the Global Conference later in the year. As with the regional event, winners from the region must purchase a conference ticket to compete in the World Finals. At this event every entrants is again judged live and medals awarded at the Awards Gala and the Best in the World are crowned champions for the 2022 year!.
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!
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? +
 Benchmarking! It's the first and only awards program in the industry that you can develop your company and yourself. Finalist has to share their best practices. Only place where you can learn the latest in contact center trends, strategy, and more around the world.
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! Every entrant is scored & to receive GOLD you need to be rated excellent by judges. 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!

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.
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.
Can we see the questions before applying for awards? +
Yes. Here is the link for the awards categories: View Categories
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.
JUDGING +
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.
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.
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.
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!
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.
WHAT ARE THE AWARDS FEES +
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. Find out more here
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.
Find out more here
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.
Find out more here
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

Is there a different situation for non-profit company companies? +
We do not treat nonprofit organizations and companies differently.
REGIONAL CONFERENCE QUERIES +
When are the regional finalists named? +
The regional finalists will be announced via the ContactCenterWorld.com website.
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.
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 on the 27-29 JUNE 2022
When and where are the conferences being held for best in EMEA (Europe, Middle East & Africa)? +
The Conference and Awards for EMEA will be on 6 - 8 JUNE 2022
When and where are the conferences being held for best in APAC (Asia Pacific)? +
The Conference and Awards for APAC will be on 25 - 29 JULY 2022
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. We can also provide award trophies (separate costs apply)
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.
SPONSOR +
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 Global Top Ranking Performers Awards and NEXT Generation Conferences. Opportunities exist to sponsor the Worlds and Regional events with Gold and Silver level sponsorships as well as several different opportunities. 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! .

VENDOR +
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)
Read the question from here

Technology Innovation – Live Agent Support (solutions that work with agents to increase productivity like KM, WFM tech etc)
Read the question from here

Best Improvement Award – for those who advise centers or train them like consultants and/or trainers
Read the question from here

  Please keep me Updated Click Here Enter Now  



SUBMIT YOUR QUESTION

Submit your questions regarding the Contact Center World Awards below, and we will contact you via email with more information.

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