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BT Retail today announces its continued support for the European Call Centre of the Year Awards 2003 by sponsoring the 8th annual awards ceremony for the second year running. The Awards will take place 16th September at the Hilton Metropole Hotel, Birmingham NEC, UK. The Awards are held in conjunction with the Call Centre Expo, 16-17th September, Birmingham NEC, UK.

Carol Borghesi of BT Retail¡¦s Customer Contact Centres comments, ¡§We believe that the European Call Centre of the Year Awards are the most prestigious and respected in the call and contact centre market and play a significant role in the development of the industry as a whole. We are supporting the awards as they truly reward best business practice and innovation and recognise the crucial role that call centres play in ensuring that their customers achieve success.¡¨

The European Call Centre of the Year Awards are also sponsored by Call Centre Focus magazine, Call Centre Expo 2003, Academee, Calcom Group, Direct Excellence, Edexcel, Institute of Customer Service, Invest Northern Ireland, The Procter Consultancy, and Verint Systems.

An independent panel of leading consultants will be judging the Awards. Shortlisted companies will be visited by the judges in June & July this year, and the winners will be announced at the annual gala dinner and presentation evening in front of 1000 guests.

The entry deadline is the 30th April and full details can be found at

Award Winning Categories for 2003

Best Call Centre Recruitment Practice

Best Call Centre Training, sponsored by Edexcel

Best Call Centre Culture, sponsored by Procter Consultancy

Best Call Centre Environment

Best Outsource Relationship

Best Customer Experience, sponsored by Academee

Best Customer Management Programme

Best Use of Technology, sponsored by Invest NI

Best Call Centre Under 50 Seats

Best Call Centre Improvement in Performance, sponsored by Calcom Group

Call Centre Advisor of the Year, sponsored by Verint Systems

Call Centre People Manager of the Year

Call Centre Support Professional of the Year

Campaign of the Year

Industry Champion, sponsored by BT Retail

Judges Special Award

Best Product of UK Call Centre Expo 2003, sponsored by Call Centre Expo

European Call Centre of the Year, sponsored by BT Retail

European Call Centre Professional of the Year

Certificates of Excellence, sponsored by Direct Excellence

Overall Event Sponsor, BT Retail

General Sponsor, Institute of Customer Service.

The independent judging panel will include:-

Marc Jantzen, Blue Sky Consulting

Alex Coxon, Call Centre Focus

Stephen Jacobs, Independent Consultant

Jo Thomson, The Procter Consultancy

Mike Havard, CM Insight

Amanda O'Brien, Academee

Kenneth Hitchen, Sabio Consultancy

Debbie Hogarth, Dialogue Dynamics

Steve Brown, SJB Interim Management

Ray Martin, First Place Consulting

Steve Morrell, ContactBabel

Paul Cooper, Institute of Customer Services

Andrew Bentley, ICR Group

Paul McFarling, EMAX Consulting

Virginia McSweeney, Calcom Group

Date for your diary

Call Centre Expo 2003 will take place 16 - 17 September 2003 at the Birmingham NEC, UK. The latest issues relating to the call & contact centre industry will be addressed within three distinct areas:

People & Workplace¡¦: inc. recruitment, training, motivation, environment, workforce management, furniture, design, etc.

Business Process & Strategy¡¦: inc. CRM, multimedia contact strategy, measurement, optimising performance, outsourcing, selling call centres to the board, etc.

Call & Contact Centre Technology¡¦: everything from infrastructure, hardware and databases to front-end software; from initial ACD installation to cutting edge email and web integration solutions.

For further information on the European Call Centre of the Year Awards 2003, please visit or call Mark Lloyd on 01923 330220.
For further information and to register for free entry to Call Centre Expo 2003 please visit

Notes to Editors

About Call Centre Expo

Call Centre Expo 2003 will take place 16-17 September 2003 at the Birmingham NEC, Birmingham, UK. Call Centre Expo 2002 took place from 17-18 September 2002 at the Birmingham NEC. The 2002 event saw an increase in attendees, with 7,911 (subject to ABC audit), compared to 7,717 attendees for 2001 (ABC audited). Since its launch in 1999, Call Centre Expo has seen phenomenal and continued growth from exhibitors, visitors and conference delegates alike.

About CMP Information - IT & Games Division

CMPi's IT & Games division has more than 20 years of experience in producing industry leading, business-to-business events and publications for the high-tech markets. It remains at the forefront of the industry by continuously developing existing events and adding new products to its division.

CMPi's current successful products include CCF (Call Centre Focus) magazine; Networks for Business, GeoSolutions, GeoNorth, Technology For Marketing incorporating Technology For Customer Service and Technology For Sales, Call Centre Expo, Call Center Expo Europe, ECTS, GDCE and SCoRE events; The Call Centre DataFile, Call Centre Management Yearbook, CMP Intelligent Marketing, CMP Interactive events and the Call Center Media Portal.

Press Contact: Toni Cullen, Tel: +44 (0)20 7921 8518, email:

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