Writing a Standout NECCA Award Entry

Julie Mordue is Associate Director of Marketing and Partnerships at Greenbean, headline sponsor of the North East Contact Centre Awards. Over the past decade, she has not only supported the awards through sponsorship, but has also played an active role in shaping categories, refining criteria and judging submissions year after year.

Having reviewed hundreds of entries across Individual Stars, Awesome Teams and Outstanding Organisations, Julie brings a clear view of what separates a good nomination from a truly award-winning one.

If you are considering entering the North East Contact Centre Awards, take this as encouragement to step forward.

Why Enter the North East Contact Centre Awards?

The North East Contact Centre Awards celebrate the very best individuals, teams and organisations across our region. With over 100 contact centres involved and world-leading brands represented, NECCA has become a benchmark for excellence in customer experience, leadership and operational performance

But it is not just about recognition on the night.

Entering NECCA is about raising standards across the contact centre industry, showcasing best practice and demonstrating your commitment to excellence. It positions your organisation as one that values performance, innovation and people development.

The programme also creates valuable opportunities to network with peers, attend industry events and connect with membership organisations that champion professional development. It encourages contact centres to benchmark themselves, share insight and learn from one another. That collective learning is what continues to strengthen our sector in the North East.

Focus on Impact, Not Job Description

One of the most common mistakes in award entries is listing responsibilities.

Judges understand the role of a Contact Centre Manager, Team Leader or Resource Planning Team. What we want to know is this. What changed because of you?

When writing your NECCA entry:

• Show clear before and after results
• Include measurable outcomes such as performance improvement, customer satisfaction or efficiency gains
• Demonstrate how your work influenced culture, engagement or commercial performance

The strongest submissions are grounded in evidence. Data and real outcomes always carry more weight than general statements.

Demonstrate Commercial Impact

Contact centres sit at the heart of business performance. The best NECCA submissions clearly connect operational activity to commercial outcomes.

That might include:

• Reduced cost to serve
• Increased revenue or retention
• Improved forecasting accuracy
• Higher quality scores linked to customer loyalty
• Efficiency gains through smarter resource planning

You do not need headline-grabbing numbers. You do need clarity. Show how your initiative or leadership contributed to wider business success.

Highlight Innovation, Benchmarking and Best Practice

Innovation often differentiates finalists from winners.

Consider:

• Have you introduced new technology or automation?
• Have you redesigned processes using customer insight?
• Have you adopted best practice from other sectors or organisations?
• How do you benchmark performance against peers?
• Are you actively involved in industry forums or networks that inform your approach?

Judges are looking for contact centres that are outward-facing, continuously learning and willing to evolve. Raising standards across the industry depends on collaboration, shared learning and professional curiosity.

Tell a Clear and Compelling Story

Strong NECCA nominations tell a story.

Set the context. What challenge were you facing? Why did it matter? What actions did you take? What were the results? What have you learned?

Avoid generic language that could apply to any organisation. Make it specific to your people, your culture and your journey.

Use the NECCA toolkit and align your submission clearly to the criteria. A well-structured entry makes it easier for judges to see your strengths.

Involve Your Team in the Nomination Process

The most effective submissions are rarely written in isolation.

Gather input from finance, operations, HR and customer insight teams. Involve the individual or team being nominated. Often, the process of preparing the entry highlights achievements that merit wider internal recognition.

Even if you do not win, you will have created a valuable benchmark and a strong narrative around your performance and progress.

Final Thoughts

The North East contact centre community is one of the strongest in the UK. The scale of expertise, collaboration and ambition in this region is something we should be proud of.

If you are planning to submit a nomination for the North East Contact Centre Awards, take the time to be clear about your impact, demonstrate commercial value, show innovation and highlight how you benchmark and share best practice.

Most importantly, be proud of the standards you are helping to raise across our industry.

I look forward to reading your entry and celebrating the very best of our region at NECCA.