CSBA Awards

Celebrating Contact Centre excellence

Recognising and celebrating your CX Agents & Teams

People are at the heart of everything we do here at CSBA.  We love to see them flourish and strongly believe that personal and professional growth and knowledge should be embraced, shared and celebrated.

The CSBA Awards program is just one of the ways we do this:

INDIVIDUAL AWARDS

  • Agent of the Quarter 
  • Agent of the Year

TEAM AWARDS

  • Top Performing CX Team
  • Most Consistent CX Team
  • Most Consultative CX Team 
  • Most Improved CX Team 
  • Quarterly Best in Sector

Celebrating the work of frontline agents

Want to know what truly outstanding customer experience looks like?  Read the stories of our Award Winning Agents here:

Individual Awards for Agents

Agent of the Quarter

Each quarter, we call on Managers and Team Leaders to nominate agents for our Most Customer Focused Agent Award. Our judging panel then selects the three most customer-focused agents, who are recognised with a certificate and go in the running for the Agent of the Year award.

Agent of the Year Award

Quarterly Agent Award winners go in the running for the Agent of the Year award, selected by a panel of CSBA CX experts. The Agent of the Year will be invited to attend the SenseCX User Group forum to receive their award, including flights, transfers and accommodation.

Best Practice Team Awards

At CSBA, we know how hard your team works to provide high quality customer service experiences. We want to recognise their efforts. Our Annual Team Awards are based on performance over the course of the year.

Top Performing CX Team

Awarded to the contact centre team with the highest average SenseCX score for telephone interactions each year.

Most Consistent CX Team

Awarded to the contact centre team with the most consistent telephone assessment scores each year.

Most Consultative CX team

Awarded to the contact centre team with the highest Customer Consultation Index score for telephone assessment each year.

Most Improved CX Team

Awarded to the contact centre team with the most improved telephone assessment scores each year.

Quarterly Best in Sector Awards

Awarded to the contact centre team with the highest median (average) SenseCX score for telephone interactions in each of the following industries: Education, Government, Water, Energy and Automotive.

Awards program eligibility criteria

Agent Awards

  • To nominate an agent an eligible organisations must hold a current annual SenseCX subscription at the time of nomination.
  • All awards are adjudicated by a panel of CSBA CX expects, including QA Team staff, CX Directors and Data Analysists.

Quarterly Agent Awards

  • Nominations are open for recognition each quarter: July-Sept, Oct-Dec, Jan-March and April-June each year, commencing Jan-March 2020.
  • Team managers and leaders, as well as CSBA staff can nominate a team member for the quarterly Most Customer-Focused Agents Awards.
  • To be eligible to nominate team members for the awards organisations must have an active annual SenseCX subscription in the quarter in question.
  • CSBA will award three winners each quarter.
  • The nominator will be required to complete an online Nomination Form, available from, that outlines the customer-focused behaviour that lead to the nomination.
  • Agents can be nominated for any examples of customer service excellence – not necessarily directly related to SenseCX measurement.
  • Agents can be nominated multiple times, but each nomination must be for a unique circumstance.
  • CSBA will advise of nomination deadlines each quarter via email, sent to Team Leaders and Managers on our SenseCX Portal User Mailing List.
  • Winners will be notified via email and published by CSBA via our website and email mailout.
  • Quarterly winners become eligible for the Agent of The Year Award.

Agent of the Year Awards

  • The pool of quarterly agent award winners are eligible for the Agent of The Year Award.
  • The agent must have been the subject of a minimum of five SenseCX assessments during the 12-month award period.
  • The Agent of the Year will be notified via telephone and email and published by CSBA via website and email mailout in July each year.
  • The Agent of the Year will be invited to attend the SenseCX User Group forum in order to receive their award, including flights, transfers and one night’s accommodation.

Team Awards

  • Annual team awards are based on performance over the entire 12-month period from January 1st to December 30th each year.
  • Eligible organisations must hold a current annual SenseCX subscription as at December 30th to be eligible for annual awards.
  • Annual team awards are based on results from SenseCX telephone assessments, conducted with the centralised contact centre team (that is, agents who are first responders when a customer contacts the organisation). Including results from other teams within the organisation could draw into question the comparability of results.
  • All awards are adjudicated by a panel of CSBA CX expects, including QA Team staff, CX Directors and Data Analysists.

Annual Best Practice Team Awards

  • To celebrate the performance of as many teams as possible each organisation can be the recipient of only one Annual Best Practice Award.
  • A minimum of 60 SenseCX telephone assessments must be completed during the 12-month award period.
  • Assessments must have been conducted across at least three months during the 12-month award period.
  • The Top Performance Award is calculated using the median score from all assessments conducted during the 12-month period. Using the median (rather than average) result is more representative of the entire team’s performance, as the average can be heavily influenced by outlier scores.
  • The Most Consistent Team Award is presented to the team that achieves the most consistent SenseCX results. To be eligible for the award the team must reach a minimum median (average) SenseCX score of 60%.
  • Most Improved Performance is awarded to the contact centre team with the most improved telephone assessment scores during the 12-month award period. To be eligible for the award the team must reach a minimum median (average) SenseCX score of 60%.
  • The Most Consultative Team Award is presented to the team that achieves the highest ranking in the Customer Consultation Index. This Index score is calculated using results for six highly consultative SenseCX measures: Clear offer of ownership; Seek permission to ask questions; Uncover the key motive for the contact; Link resolution to key motive for contact; Answer unasked questions; Responsive to customer cues.
Quarterly Best in Sector Awards
  • The Best In Sector Award winner is calculated using the median score from all assessments conducted during the preceding 12-month period, at the end of September, December, March and June. Using the median (rather than average) result is more representative of the entire team’s performance, as the average can be heavily influenced by outlier scores.
  • A minimum of 20 SenseCX telephone assessments must have been completed during the 3-month award period.
  • An award will be presented to the top performer in the following sectors: Education; Government; Water; Energy; Automotive. CSBA reserves the right to add and remove sector awards at any time.

Great reasons to nominate an Agent

SenseCX related reasons to nominate

  • Excellence in the use of a specific SenseCX measures.
  • Consistent improvement in SenseCX assessment scores.
  • Embracing a SenseCX behaviour for the first time – moving the dial away from 0%!
  • Sharing tips or information with the team about how to achieve specific SenseCX behaviours.
Other reasons to nominate a team member

  • Embracing a new technique or behaviour to enhance the experience for customers.
  • Handling a complex enquiry really well.
  • Showing a genuine passion to improve a customer’s experience.
  • Transcending customer expectations – going above and beyond for a customer.
  • Finding the perfect balance between people and process for the good of a customer.
  • Showing real leadership and judgement to reflect your organisation’s customer-focused culture or customer promise.
  • Stepping up to report an issue that was impacting customer experience.
  • Finding a creative and/or innovative way to solve a customer’s problem.

Nominating is easy
To nominate a member of your team simply complete the online Nomination Form (or call us and tell us about it, we’ll fill in the form for you!). Agents can be nominated multiple times, but each nomination must be for a unique circumstance.

Nominate for April-June 2022 quarter today

The independent, best practice, Quality Assurance tool that is changing the way Australian organisation measure, assess and approach customer experience.

Dozens of Australian companies and organisations are using SenseCX to drive their approach to customer experience. Underpinned by a world class consultative service methodology and framework, it provides an all in one solution for:

Quality Assurance and monitoring
Agent coaching and development
Service approach and protocols
CX Reporting and benchmarking

Want to know more about CSBA Awards?