1. PTMA Contact Center Excellence Awards
2016
PTMA Contact Center Excellence Awards

2. 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!

3. 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

4. 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

5. 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

6. 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

7. 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.

8. 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.

9. 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

10. 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

11. 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 –

12. 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 –

13. Sponsorship Opportunity (Limit 5 Sponsors) Investment: $500.00
Company Name & Logo on all communications regarding event on PTMA website, s, 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

14. 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 !

15. For more information, please contact:
Sunny Myers, PTMA President or
Phone:
(210)