Hoe schrijf je een winnende Caviar

1. About categories & pitfalls
Caviars 2013
www.contactcentres.be

2. Categories
1. Internal contact centre
2. Small & midsize CC
3. Partnership
4. Technology
5. HR
6. Special category: motivational leadership
p. 2

3. In-house Contact Centre
1. Who: In-house contact centres or minimum 90% of revenue
generated by mother company
• In-house = not outsourced
• Contact centre/customer service/help desk/…
2. Why: Projects realized internally (opposed to partnership
category) are crucial in customer contact, but don’t get always
the attention they deserve
3. What: Any project that has uplifted your contact centre or the
market
p. 3

4. Small & midsize contact centre
1. Who: any contact centre with maximum 100 FTE
2. Why: fair competition between similar companies (that are not
always able to realize huge projects)
3. What: Any project that has uplifted your contact centre or the
market
p. 4

5. Partnership
1. Who: combination of external contact centre and one of his
customers
2. Why: good cooperation/partnership is crucial
3. What: Any project that underlines this cooperation and has
significant impact
p. 5

6. Technology
1. Who: contact centres that have improved thanks to technology
(can be in combination with technology supplier)
2. Why: the role of technology is crucial in the evolution of contact
centres
3. What: Any project that proofs that, thanks to the technology,
one or more KPI’s have improved
p. 6

7. HR
1. Who: any contact centre or HR service supplier (combined with
the contact centre)
2. Why: without people, no contact centre
3. What: Any people related project that proofs that, thanks to the
HR policy, the contact centre operations have improved
p. 7

8. Motivational leadership
1. Special category!
2. Awards teambuilding, agent motivation or recognition
3. Winner is chosen by the event attendees
p. 8

9. Pitfalls
p. 9

10. Any feedback/question
Do not hesitate to contact one of the team members!
PS/ information as well available in hand-outs and on
contactcentres.be
p. 10