WebCE has won a Gold Stevie Award in the Contact Center of the Year category in the 20th Annual Stevie Awards for Sales & Customer Service. This marks the company’s first Gold win and fifth overall Stevie Award for Contact Center of the Year, following previous Silver and Bronze recognitions. The achievement highlights a successful counter-narrative to industry trends, as the company has been recognized for its commitment to personalized human support rather than automation.
The Stevie Awards for Sales & Customer Service are considered among the world’s top honors for professionals in customer service, contact centers, business development, and sales. According to the judges, ‘The WebCE Support Services team delivers exceptional people-first service at national scale, combining speed and trust to create consistently outstanding customer experiences.’ The judging panel specifically noted that WebCE’s people-first approach stands as ‘contrarian’ amid widespread industry moves toward AI integration and outsourcing.
Instead of relying on automation, WebCE employs a detailed training regimen for each support representative. This enables them to provide live, personalized assistance to 1.5 million customers navigating complex compliance requirements across the United States. A single representative can handle inquiries spanning 22 different licenses and certifications without needing to transfer calls, use scripts, or adhere to rigid time limits. ‘Our support team is the heartbeat of WebCE, proving that, in an increasingly automated world, the ultimate competitive advantage is genuine human connection,’ said Director of Support Services Jordan Smith.
The judges also commended WebCE’s ‘impressive average speed of answer results.’ From 2023 to 2025, the company reduced its average time to answer incoming customer calls by 14 seconds, achieving a response time of just 29 seconds. This improvement helped lower the call abandonment rate to 1.5%, well below the industry standard of 5%. Customer feedback reflected this efficiency, with the team earning a 95% Customer Satisfaction Score (CSAT), significantly higher than the 74% industry average reported by the American Customer Satisfaction Index (ACSI).
More than 2,100 nominations from organizations across 41 nations and territories were evaluated in this year’s competition. Winners were determined by the average scores of 150 professionals serving on eight specialized judging committees. ‘The remarkable scores achieved by this year’s Stevie Awards for Sales & Customer Service winners reflect the extraordinary levels of excellence, innovation, and customer impact they deliver,’ stated Stevie Awards President Maggie Miller. Winners will be celebrated at a gala event on March 5 at the Marriott Marquis Hotel in New York City. Details about the awards and a full list of winners are available at https://sales.stevieawards.com/.
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