If so, you'll be guest of honor at the Annual Call Center Exhibition (ACCE)!

[Download application] [Prizes] [Eligibility] [Requirements]

You’ve worked hard to make your operation an outstanding call center ... isn’t it time you received more than just a pat on the back?

...then you could be named the 2008 Call Center of the Year!

Open to All High-Performing Call Centers Everywhere We'll award one winner from each category: Small-to-Medium Call Centers Large Call Centers

 

As recipient of the award, you’ll earn the recognition and respect of your professional peers from around the globe. You’ll be profiled in Customer Management Insight, the leading publication for the call center industry. And we’ll send you a free pass for any two-day ICMI seminar, plus a complete set of ICMI’s acclaimed Call Center Management Handbooks and Study Guides.

What’s more, if you're one of the four finalists, you’ll win TWO (2) comprehensive conference passes for the call center industry's top event:

The Annual Call Center Exhibition (ACCE), featuring the Knowledge Exchange Conference, in Phoenix, Arizona, from September 15-18, 2008 where you'll present your center's best practices to the entire conference, and the winners of the award will be dramatically announced in a prestigious ceremony.

 

Why not do something special for yourself, your call center and your career by entering the 2008 Global Call Center of the Year competition? The total value of the award exceeds $7,000 ... and the rewards will continue to accrue to you and your organization for years to come. Download the application form now!

Eligibility Requirements:

We will consider any call center for our award that is willing to complete the arduous application process and pay the application fee of $299 (which includes one year of ICMI Membership). Important Note: There is no application fee for call centers who have an ICMI Member on their management team.

Past winners and other call centers within the same organization are not eligible to apply until three (3) years after their award.

Rules For Outsourcers:

Outsourcers are welcome to apply jointly with one of their clients by responding to the questions in the application as a client/outsourcer team that constitutes a single entity. This is the only way ICMI can fairly compare your application with in-house call centers.

All responses must reflect ONLY the resources used for the client with whom the outsourcer is applying. For example, only list the call center location(s) where this client's work is handled.

If you have any questions or need clarification, please contact ICMI.

Note: Only one (1) application per outsourcer may be submitted. Select a client that is happy to be publicly acknowledged as having a successful outsourced call center arrangement, since we will publicize both client and outsourcer if you become finalists.

All outsourcer applications will be judged in the Large Call Center category, regardless of the number of agent seats dedicated to the client with whom you apply, because outsourcer operations have access to large pools of resources and technology that can be leveraged across multiple clients. The Small-to-Medium Call Center category is intended to level the playing field for centers that do not have as many resources.

Requirements of Semi-Finalists

Semi-finalists will be notified of their status by Monday, April 14, 2008 and then SEMI-FINALISTS ONLY must submit the following by noon Eastern on Friday, May 2, 2008:

• Organization chart(s) for the call center, showing how it fits into the overall organization
• 2007 monthly performance reports
• 2007 monthly quality reports
• Quality monitoring form
• Most recent customer satisfaction survey and results
• Most recent employee satisfaction survey and results
• 2 years of monthly metrics entered in the Semi-Finalist Call Center Performance spreadsheet
• 1 month of interval level data (specifics to be detailed for officially notified semi-finalists)

Requirements of the Finalists:

There will be only two (2) Finalists for each award category (Large and Small-to-Medium). Finalists will be notified of their status by Tuesday, June 3, 2008 and must facilitate the selection committee's further evaluation of their call center. Examples of these forms of evaluation may include any of the following: making test calls to the call center; sending test emails (if applicable); interviewing the management team; interviewing randomly selected call center agents; a site visit to the call center (to take place prior to August 9, 2008).

Finalists will not learn whether they have won until the winners are announced publicly for the first time at the award ceremony on September 16, 2008 at the Annual Call Center Exhibition (ACCE) in Phoenix, Arizona.

Each finalist organization will send a representative from the management team who will be honored at ACCE, and who will (a) participate in a panel presentation during the awards ceremony luncheon on September 16, 2008 and (b) meet and chat with conference delegates at times to be scheduled during the conference. ICMI will provide a total of two (2) complimentary comprehensive conference passes for each finalist organization (one for the representative at the award ceremony, plus one for another member of the team).

Finalists must agree to allow ICMI to use their organization's name, as well as photographs and video, to publicize the award.