Awards for CCIG Group at the ECCCSA 2024 (European Contact Centre & Customer Service Awards)

Every decision we make can become a milestone. For our company, this year was full of such decisions and one of the most significant was made in May – that’s when we began preparing for the European Contact Centre & Customer Service Awards 2024.

ECCCSAs is the longest running and largest awards programme in the customer service industry globally, recognizing organisations across Europe that set the bar for operational excellence, innovation and commitment to customer service. In 2024, our company participated in this competition for the second time and made it to the finals in four categories!

ECCCSA 2024: 2 Awards and 2 Commendations for CCIG Group

During this year’s European Contact Centre & Customer Service Awards gala, the jury recognized our team in all four categories we participated in:

• BEST MULTILINGUAL CUSTOMER SERVICE (1st place)
• BEST APPROACH TO SUPPORTING VULNERABLE CUSTOMERS (2nd place)
• BEST CROSS-FUNCTIONAL COLLABORATION (Highly Commended)
• OUTSOURCED CONTACT CENTRE OF THE YEAR (Highly Commended)

Each category was evaluated by a different panel of international industry experts with extensive experience. Their task was to thoroughly assess each submission, while our task was to craft presentations that showcased our achievements and convince the jury that we deserve to be the winner.

Our Preparations for ECCCSAs

“At the beginning of our preparations for the ECCCSA competition, we organized internal pre-selections where leaders from different departments submitted initiatives and projects that had the greatest impact on organizational development or our partners’ results over the past 12 months. Out of the submitted proposals, we internally voted to select four initiatives to submit to the competition. Each category was assigned a dedicated coordinator responsible for the submission and I had the pleasure of overseeing and coordinating the entire process.

The evaluation process was incredibly meticulous – it required detailed descriptions of the initiatives, presentation of data and an audit. The judges were looking for projects with a clear vision, well-thought-out strategies, measurable outcomes and standout innovation that could serve as examples of best practices. Thanks to our dedication, all submitted initiatives made it to the top eight, which was already a significant success considering the thousands of other submissions.

The biggest challenge was balancing intensive preparations with daily responsibilities while meeting character and presentation time limits. However, the entire process was incredibly motivating, giving us the opportunity to highlight our achievements and strengthen our team.”
– Dorota Witkowska, Key Account Director at CCIG

Gold in the Best Multilingual Customer Service Category

1st place in the Best Multilingual Customer Service category is a prestigious honor that fills us with immense pride. We understand that delivering top-tier multilingual customer service requires more than just fluency in multiple languages – it also involves understanding cultural differences, adapting processes appropriately and leveraging technology. Together, these elements create an outstanding customer experience.

Our company was awarded first place in this category for multiple reasons:

• We support over 30 languages, ranging from standard ones like English and German to more challenging ones like Hungarian and even rare languages like Basque.
• 54% of agents in the winning project are native speakers and 82% of them are bilingual. Some agents are proficient in 3 or 4 languages.
• We prioritize cultural context – our goal is not only to provide services in the client’s native language but also in a way that aligns with their cultural preferences.
• We develop proprietary AI tools that enhance service quality and accelerate onboarding, giving us a technological edge.

We invest in our people by organizing cultural diversity training and consistently enhancing their skills. This ensures we exceed client expectations and effectively support their global goals.

Silver in the Best Approach to Supporting Vulnerable Customers Category

In the Best Approach to Supporting Vulnerable Customers category, the competition jury evaluated companies that set the highest standards of care for customers in crisis situations – of which there were many last year. We faced challenges like a volcanic eruption in Sicily, an earthquake in Morocco, a fire at Luton Airport and floods in Dubai. Such events cause significant communication disruptions, leading to stress and difficult emotions for passengers.

Our company was recognized for empathetic and tailored customer service, even in the most challenging conditions. The pillars of our success in this category included:

• People over business – in the face of disasters, our priority is to support those affected, putting their needs first.
• Dedicated support lines and flexible communication – our clients always have access to up-to-date information via multiple communication channels (hotline, SMS, email, mobile apps).
• Empathy and professionalism – to guarantee top-quality service, we provide our consultants with multi-stage training, including interpersonal skills development and stress management.
• Rapid crisis adaptation – no matter the circumstances, we act without delay to assist our clients as quickly as possible.

This award holds special significance for us, reaffirming that empathy, dedication and boldness in implementing changes truly do matter.