Press releases

The best Customer Experience results during the pandemic were awarded at the Romanian Contact Center Awards Gala 2021

Conference Arena, Marketing Insiders Group member, organized the 12th edition of the “Romanian Contact Center Awards”, the only competition dedicated to the customer care industry in Romania. The award ceremony took place on September 2nd, 2021, in Bucharest.

The global business dynamics and the economic crisis have imposed new working standards, and increasingly agile platforms for the customer care industry in Romania. The pandemic accelerated digitization and led to a redefinition of the Contact Center paradigm. We live in a time when the rankings of leaders in the field are reshaping, a time when adaptability, predictability, and speed of reaction become differentiating factors.

Conference Arena held the “Romanian Contact Center Awards” Gala, on Thursday, September 2nd , 2021, in an exclusive space, full of cultural richness, nobility and history from a building- monument in the centre of Bucharest.

Beyond the long-awaited awards ceremony, the elegant gathering was an opportunity to reconnect with the niche community, a fertile networking setting. Among the various industries that were present were: banking, IT&C, retail, tourism, FMCG, transport, telecom, consultancy, and audit.

The selection process and this year’s awards categories bore the imprint of changes in the corporate world, and the jury consisted of 4 business leaders recognized for outstanding strategies in customer experience and organizational culture: Cătălin Vasile – Consultant, Head of Sales & Customer Experience @Trend Consult, Mădălina Uceanu – Senior HR & Executive Search Consultant, Managing Partner @CareerAdvisor, Mădălina Vilău, CX Advisor, “Romanian Contact Center Awards” Founder, Managing Director @Marketing Insiders Group, and Manfred Stockmann, International CX Leader, Author & Advisor, Owner @ C.M.B.S. Change Management Beratung & Coaching, CEO @Shuhari Gmbh – Institute for Life Balance.

“The Romanian Contact Center Awards is about people and brands who know that leadership is an ongoing process in which innovation and culture go hand in hand. The global context has brought many challenges in the customer experience sector in Romania, and the winners of this year’s Gala have managed to turn them into real opportunities, they took charge and learned from mistakes, and always put people first – customers, partners and colleagues.” – Mădălina Vilău – CX Advisor, “Romanian Contact Center Awards” Founder, Managing Director @Marketing Insiders Group.

Silviu Man – Multidisciplinary Performer, Body Anthropology & Philosophy of Technology Connoisseur, moderated with humour and emotion the award ceremony of the 24 award categories from this year.

The visionary winners of the Romanian Contact Center Awards 2021 are:

  • Best Contact Center Advisor: LUCIA GHEORGHE | Cargus
  • Best Contact Center Manager: MIHAIL MARIUS OROVEANU | ING Bank Romania
  • Best Contact Center Team Manager: LAURA RADU | Cargus
  • Best Support Center Team Manager: MĂDĂLINA DRĂGHICI | Schneider Electric
  • Best Customer Retention Advisor: FLORINA PANTELIMON | Cargus
  • Best Support Center Specialist: DANIELA RUSU | Schneider Electric
  • Best Trainer for Contact Center: ALEXANDRU VELICU | Cargus
  • Best AI / RPA Implementation: MEDIATEL DATA
  • Best Crisis Management & Remote Operations: ASCENSOS ROMANIA
  • Best Development Program for Contact Center: TELUS INTERNATIONAL
  • Best External Contact Center (Small): BRIGHT COMMUNICATION
  • Best External Contact Center (Large): ASCENSOS ROMANIA
  • Best Internal Contact Center (Small): CARREFOUR ROMANIA
  • Best Internal Contact Center (Large): ING BANK ROMANIA
  • Best Use of Technology: MEDIATEL DATA
  • Best Employer Branding for Contact Center: ASCENSOS ROMANIA
  • Best Social Media Department (Banking): ING BANK ROMANIA
  • Best Social Media Department (Retail): CARREFOUR ROMANIA
  • Best Technology Solution Provider: MEDIATEL DATA
  • Special Startup Award: REPSMATE
  • Best Partnership in Contact Center (Banking): MEDIATEL DATA & BCR
  • Best Partnership in Contact Center (Retail): CARREFOUR ROMANIA & EUROANSWER
  • Best Partnership in Contact Center (Travel / Tourism): ASCENSOS & BIG BUS TOURS

“Romanian Contact Center Awards” is an associated “Customer Care Conference & Expo” event, the largest event dedicated to the customer care industry in Eastern Europe, and benefited from the strategic promotion of Contact Center Magazine.

More information about the “Romanian Contact Center Awards” 2021 is available on and on social media channels.

The next Conference Arena event focusing on the evolution of the CX sector will take place on November 2021, in Bucharest: the 10th edition of the Customer Experience Forum.

Lists of speakers are open! For partnering and sponsorship opportunities or participation information, contact the M.I.G. at the email address:

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