PTMA Contact Center Excellence Awards 2016 PTMA Contact Center Excellence Awards

We invite you to apply! Who? PTMA member Contact Center Leaders PTMA member Contact Centers Why? – Celebrate! Your commitment Delivery of service excellence Efficient business practices Value? This annual process that allows you to gain an outside perspective on your contact center’s strengths and opportunities!

The benefits of being a recipient are…. Formal Award Banquet to celebrate our success Press release provided in the San Antonio Business Journal Recognized throughout our organization for service excellence 2014 Contact Center of the Year Recipient

2013Contact Center of the Year Recipient How did we prepare for the application process…. Engaged our senior leadership team to ensure we had proper support through out the process Focused on demonstrating what we communicated in our application during the site visit Invited employees from different roles to provide input to the judges during the site visit 2013Contact Center of the Year Recipient

Award Categories Contact Center Leader of the Year Contact Center of the Year Best use of Technology Best use of Voice of the Customer Best Practices for Employee Engagement Award Categories

Contact Center Leader of the Year This award recognizes one individual in a contact center environment who exemplifies personal and professional performance - clearly demonstrating the ability to inspire a team to deliver on the mission and promise of corporate goals. 2014 Tracy Wilson Security Service Credit Union Recipient

Contact Center Awards Categories Contact Center of the Year Recognizes the company that demonstrates excellence in all three areas: Use of Technology, Voice of the Customer and Employee Engagement. To qualify, the company must be judged in all three categories. Best use of Technology Recognizes the company that utilizes their technology to the best extend possible. Best use of Voice of the Customer Recognizes the company that best demonstrates an ongoing endeavor to capture the needs of the customer and translate them to actionable efforts the enhance the customer experience. Best Practices for Employee Engagement Presented in recognition of the excellence in how an organization engages their employees in the development of overall strategies, mission, core values, and company results.

Selection Process Nomination – 1 page nomination form is due by August 19th. On the form your company identifies which categories you want participate in. Application – Completed applications are due by October 1st. Your company is only required to complete the portion of the application that applies to the award(s) categories you are participating in. Finalist Announcement – If your company is selected as a finalist, you will be contacted on October 14th. Site Visit – A site visit will be scheduled between October 20th – October 29th. Your company will participate in a 1 – 2 hours onsite visit by 3 judges and a liaison. The length of the visit depends on the number of categories being judged. Awards Presentation – Your company will be individually recognized for each category you were a finalist for and awards will be announced. Your company will also be able to bring 3 complimentary guests at no addition cost.

Liaison & Judges’ Action 2016 Awards Timeline Applicant’s Action Awards Nominations Deadline Aug 19th Awards Application Deadline Oct 1st Finalist Site Visits Oct 20th – Oct 28th August September October November Application Review and Finalists Selected Oct 1st – Oct 12th Finalists Announced Oct 14th Final Judging Calibrations/ Award Recipients Selected Nov 2nd Awards Banquet at PTMA Monthly Meeting Nov 16th Liaison & Judges’ Action

Award Recipient Expectations The PTMA will organize a future event for members to tour the facility of the Contact Center of the Year award recipient The PTMA may organize a future event for award recipients in all categories to share best practices The PTMA will request a judge for the following year from the Contact Center of the Year and Leadership award recipients

Interested in being a Liaison? Role of Liaison: Serve as a liaison for the judge group and the contacts at each call center being nominated Communicate with call center leaders and judge group regularly to keep them updated on all steps in the process Work with PTMA leader to schedule all meetings to include calibrations and site visits Lead all calibration meetings Support the judge team as they work through the application review and site visits Ensure a consistent understanding of the criteria for judging Participate in the awards ceremony and any follow-up meetings Qualifications: Current PTMA member Willing to sign a confidentiality agreement with PTMA and nominated company, if requested Employed by a company that is NOT competing for an award in the category you are judging Time Commitment: Set up meetings/conference calls for judges to review applications Coordinate onsite visits and calibration meetings that include, but are not limited to: Initial ½ day calibration meeting 2-hour site visits + travel time to and from the finalists’ location Final ½ day decision-making meeting Introduce the Contact Center Finalists at the Award Banquet in November If interested, contact Sunny Myers – sunny.myers@lkjordan.com

Interested in being a Judge? Role of Judge: Review awards applications for finals determination Onsite presentations and scoring Calibration participation Qualifications: Experience in the management of contact centers (5 years experience is preferred, but not required) Or experience in areas supporting contact center management Willing to sign a confidentiality agreement with PTMA and nominated company, if requested Employed by a company that is NOT competing for an award in the category you are judging Time Commitment: Able to attend meetings/conference calls to review applications Participate in site visits and calibration meetings that include, but are not limited to: Initial ½ day calibration meeting 2-hour site visits + travel time to and from the finalists’ location Final ½ day decision-making meeting Submit Application to Sunny Myers – sunny.myers@lkjordan.com

Sponsorship Opportunity (Limit 5 Sponsors) Investment: $500.00 Company Name & Logo on all communications regarding event on PTMA website, emails, social media, etc. Collateral Distribution – Your company can provide materials to be placed on each table and/or place setting Company Name & Logo included in event slideshow Ability to set up a booth or banner Your company gets to introduce a finalist Your company gets to present an award Company Name & Logo on each Award Company Name & Logo included on press release

RBFCU 2014 Employee Engagement Recipient 2013 Leader of the Year Finalists Wounded Warrior Shilo Harris Looking forward to seeing you at the Awards Banquet RBFCU 2014 Employee Engagement Recipient Secretary of State “Hope” Andrade Mark Your Calendars for November 16th !

For more information, please contact: Sunny Myers, PTMA President Email: sunny.myers@lkjordan.com or president@ptmasa.org Phone: (210) 541-0601