The Top BPO Customer Service Professional award is for individuals working in a service
delivery capacity at an advisor / consultant / agent customer engagement level.

The award is focused on individuals who demonstrate how they excel at and exceed their
daily responsibilities providing excellent customer experience. This individual consistently
achieves high performance scores and results as an adviser / service professional within their
role, thereby making a meaningful difference to the customer on behalf of the organisation
and brand.

This category awards recognition of competencies in delivering operational / transactional
services within a function, with emphasis on measurable service levels / KPIs and continuous
improvement in performance.

Innovation is the process of transforming new ideas, innovations / inventions into products,
services / process improvements that deliver tangible benefits to organisations or
stakeholders. Innovation is intended to satisfy a need over a continual time-period or for a
specific challenge. It may also involve the transformative approach to accomplish existing ideas
and inventions to provide tangible improvements.


The Top Technical Innovation Award will be awarded to successful deployment of an
innovative technology in an operation which was implemented over the past 24 months. If the
submission was made in 2023, unless significant enhancements have been made on the same
innovation, it should not be entered into the 2024 awards.
The award is not exclusively for the technology itself, but a combination of how the technology
has been considered and implemented into the organisation with a view towards solving the
identified challenge. The entry should address the challenge and the outcome of the
technological innovation / solution demonstrating the: