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London, 28 August 2003. After weeks of debate and deliberation, the judges have announced the finalists of the 8th annual European Call Centre of the Year Awards, organised by CCF magazine and sponsored by BT Retail.

The European Call Centre of the Year Awards will take place at a Gala Awards Dinner on 16th September at the Hilton Metropole Hotel, Birmingham NEC, UK. The Awards are held in conjunction with Call Centre Expo, 16-17th September, Birmingham NEC, UK.

The Awards, judged by an independent panel of leading professionals within the call & contact centre industry, recognise the success and achievements of those companies and individuals within call & contact centres throughout Europe.

This year's finalists are as follows:
Call Centre Advisor of the Year sponsored by Verint Systems UK Ltd
- Martin James, American Express UK Customer Service Centre
- Gareth Crossman, Atlantic Electric and Gas
- Pat Pownall, Bank of Ireland, Banking 365
- Jane Greenwood, Budget Insurance Services
- Samantha Burrows, MORE TH>N Ipswich
- Anne Marie Smith, National Telebusiness British Gas

Call Centre People Manager of the Year sponsored by Search Consultancy
- Karen Dobson, American Express UK Customer Service Centre
- Bob Vickery, Computershare Contact Centre
- Liz Sumpton, Royal Bank of Scotland Group - Bradford CTC
- Maurice Whelan, Vhi Healthcare
- Sophie Cammish, American Express UK Customer Service Centre
- Sara Arbuthnot, TeleTech
- Allan Pearson, Ventura

Judges Special Award sponsored by Call Centre Focus
- beCogent
- Fujitsu Services
- Millfield Connect
- MORE TH>N Emergency Service Centre

- Royal Bank of Scotland Customer Telephone Centre
- Yapi Kredi Call Centre

Best Outsource Relationship sponsored by Call Centre Focus
- BAA Advance
- Marks & Spencer Lunch to Go
- Parallel Network Intelligence Centre
- Pell & Bales
- Travelex Global and Financial Services

Best Customer Management Programme sponsored by Direct Dialog
To be announced on the night

Best Call Centre Under 50 Seats sponsored by The Call Centre DataFile
- Henderson Global Investors - Retail Client Services
- Johnson Controls UK Call Centre
- Metroline
- Pauleys
- The Phone Room

Campaign of the Year sponsored by The Call Centre DataFile
- MM Group
- Vhi Healthcare

Best Call Centre Training sponsored by BTEC from Edexcel
- Bank of Ireland, Banking 365
- Barclaycard
- BUPA Customer Care Centre
- Kingston Incontact
- Natwest - Birmingham Customer Telephone Centre
- PCServiceCall
- Thomas Cook Tour Operations - Agent Services

Best Call Centre Culture sponsored by The Procter Consultancy Ltd
- Barclaycard
- CIGNA International
- Halifax General Insurance Services
- Thomas Cook Tour Operations - Agent Services
- Yapi Kredi Call Centre

Best Call Centre Environment sponsored by Sky
- Esure
- Loot Contact Centre
- NHS24
- Vodafone
- West Bromwich Building Society

Best Customer Experience sponsored by Academee
- BUPA Customer Care Centre
- Linklaters IT Support
- Vhi Healthcare

Best Use of Technology sponsored by Invest Northern Ireland
- beCogent
- Finansbank Call Center
- Mindpearl
- Travelex Global and Financial Services
- Zonal HelpCentre

Best Call Centre Improvement in Performance sponsored by Calcom Group Ltd
- Atlantic Electric and Gas
- Halifax General Insurance Services
- HBOS Card Member Services
- Linklaters IT Support
- Loot Contact Centre
- Shell UK

Best Product of Call Centre Expo 2003 sponsored by CMP Information
- AIM Technology, AIMCall V4
- Amcat, Contact Centre Suite
- ASC telecom, SmartContact Centre
- Noetica,
- Quality Plus Callscan, Skills Management Infrastructure (SMI)

Industry Champion sponsored by BT Retail
To be announced tonight

European Call Centre Professional of the Year sponsored by BT Retail
- Lisa Trusler, Loot Contact Centre
- Carol Jones, Thomas Cook Signature
- Orjan Pettersen, Ventura
- Tulay Gungen, Yapi Kredi Call Centre

European Call Centre of the Year sponsored by BT Retail
To be announced on the night

Certificates of Excellence sponsored by Direct Excellence
To be announced on the night

About Call Centre Expo
Call Centre Expo 2002 took place from 17-18 September 2002 at the NEC Birmingham. 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
CMP Information is the UK headquartered professional media division of United Business Media plc. Operating in the UK, US, Asia and Europe, CMPi delivers integrated media solutions to specialist B2B vertical market sectors. Its products including magazines, exhibitions, conferences, awards, directories and websites are targeted at business professionals across a focused range of markets; these include Healthcare, Property, Entertainment, Travel, Agriculture, IT & Games and Print.

Amongst its well-established brands are industry leading publications including Pulse, Travel Trade Gazette, Building Design, Property Week, Building, Music Week, and Chemist & Druggist. It also has a number of exhibitions recognised as the pre-eminent events in their respective market sectors. These include CPhI, FIE, The Furniture Show, ATC, Confex and IFSEC.

CMPi has recently completed a number of acquisitions to strengthen its media portfolio for the built environment, these included acquiring the remaining 50% of Property Media, the publisher of Property Week in April; the acquisition of the interior Design Handbook in May; and the purchase of the Builder Group and Barbour Index in July, the best-known names in publishing and information services for the building, architects and facilities management sectors. These acquisitions totalled over £83m and have propelled CMPi to the leading media company in the built environment sector.

In the first half of 2003, CMP's revenues totalled £58.7m.

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

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