Redial BPO ICMI Awards Finalist: Celebrating Our Best Contact Center Culture Recognition
We are delighted here at Redial BPO, as we’ve been named a finalist for the ICMI Global Contact Center Awards in the category of Best Contact Center Culture. This recognition represents more than just an accolade, it validates the tireless work our teams across Mexico, Costa Rica, South Africa, and the Philippines put in every single day to create an exceptional workplace environment.
As someone who works closely with our marketing and culture initiatives, I’ve witnessed firsthand how our people-first philosophy transforms not just employee satisfaction but also the quality of service we deliver to our clients. This nomination as a Redial BPO ICMI Awards finalist is a testament to our commitment to building a culture where engagement, empowerment, and empathy aren’t just corporate buzzwords, they’re the foundation of everything we do.
Table of Contents: Redial BPO ICMI Awards Finalist
What Are the ICMI Awards?
The ICMI Global Contact Center Awards represent the gold standard in recognizing excellence within the customer service and contact center industry. Established to honor organizations that demonstrate outstanding performance, innovation, and commitment to excellence, these awards have become one of the most prestigious recognitions in our field.
The ICMI Awards evaluate organizations across multiple categories, including operational excellence, customer experience innovation, technology implementation, and workplace culture. What makes these awards particularly meaningful is the rigorous judging process that they undergo. Industry experts evaluate nominees based on quantifiable results, innovative practices, and the measurable impact of their initiatives.
For contact centers worldwide, being recognized by ICMI isn’t just about winning a trophy, it’s about being acknowledged by peers and industry leaders as a company that’s pushing boundaries and setting new standards for what’s possible in customer service operations.
Relevance of the ICMI Awards
In today’s competitive business landscape, the ICMI Awards hold immense significance for several compelling reasons. First and foremost, they provide independent validation of a company’s commitment to excellence. When clients evaluate potential BPO partners, an ICMI recognition serves as a powerful differentiator, demonstrating that an organization doesn’t just talk about quality, it has proven it to industry experts.
Beyond external recognition, these awards hold great significance for the individuals who make our industry exceptional: Our agents, supervisors, and support teams. When employees see their company recognized on a global stage, it reinforces that they’re part of something special. It validates their daily efforts and strengthens their sense of pride in their work.
From an industry perspective, the ICMI Awards also drive innovation forward. Finalists and winners set benchmarks that inspire other organizations to elevate their practices, ultimately raising the bar for customer service excellence across the entire sector. The awards create a ripple effect of positive change throughout the industry.
For companies operating in the BPO space, ICMI recognition can also open doors to new partnerships, attract top talent, and strengthen relationships with existing clients who take pride in working with award-winning organizations.
Redial BPO Finalist of the ICMI Awards
Being named a Redial BPO ICMI Awards finalist in the Best Contact Center Culture category is a moment of immense pride for our entire organization. This recognition specifically highlights what we believe is our greatest strength: the people-first culture we’ve cultivated across our global operations.
What truly sets our culture apart? Let me break down the key elements that earned us this finalist position:
Data-Driven Engagement Strategies: We’ve moved beyond the traditional approach of annual surveys that collect dust. Instead, we engage in real conversations with our team members, gather actionable insights, and most importantly, take concrete action based on what we learn. Our engagement isn’t performative, it’s purposeful and results-driven.
Culture of Ownership: We empower our agents to take ownership of customer interactions. This isn’t about following rigid scripts, it’s about giving our people the autonomy, tools, and trust they need to deliver personalized, impactful experiences. When agents feel trusted, they become brand ambassadors who genuinely care about customer outcomes.
Meaningful Recognition Programs: We’ve built recognition systems that go beyond generic “employee of the month” plaques. Our programs are designed to fuel both morale and performance because we understand a fundamental truth: when people feel seen and appreciated, they shine. Recognition at Redial BPO is timely, specific, and tied to the values and behaviors we want to reinforce.
Diverse and Inclusive Community: With operations spanning Mexico, Costa Rica, South Africa, and the Philippines, diversity isn’t just something we celebrate, it’s embedded in our DNA. We’ve created an environment where different perspectives are valued, growth is actively nurtured, and every voice genuinely matters regardless of geography, background, or role.
This finalist recognition isn’t about me or our leadership team, it’s about the incredible individuals who bring our culture to life every single day. From the agent handling their first call to the veteran supervisor mentoring the next generation, everyone at Redial BPO contributes to the culture that earned us this recognition.
ICMI Contact Center Expo Event in Orlando
The ICMI Contact Center Expo in Orlando is one of the most important gatherings on our industry’s calendar. This annual event brings together contact center professionals, industry leaders, technology providers, and innovators from around the world to share insights, showcase best practices, and celebrate excellence.
For us at Redial BPO, attending the expo as finalists adds an extra layer of excitement. The event provides an invaluable opportunity to connect with peers who share our passion for exceptional customer service, learn about emerging trends and technologies, and represent our company on the global stage.
The expo typically features keynote presentations from industry thought leaders, educational sessions covering everything from workforce management to AI integration, and of course, the awards ceremony where winners are announced. It’s an environment where learning, networking, and celebration converge.
What makes the Orlando expo particularly special is the sense of community it fosters. You’re surrounded by people who understand the unique challenges and opportunities of contact center operations. Conversations with fellow attendees often spark ideas that we bring back to our teams, continuously improving our operations and culture.
Whether we take home the award or not, simply being named a finalist and participating in this event reinforces our commitment to excellence and positions us among the industry’s best.
Final Thoughts
As I reflect on this recognition as a Redial BPO ICMI Awards finalist, I’m filled with gratitude and excitement for what lies ahead. This nomination validates years of intentional culture-building, but more importantly, it motivates us to keep raising the bar.
Culture isn’t a destination, it’s a journey of continuous improvement. Every policy we implement, every recognition we give, every conversation we have with our team members is an opportunity to strengthen the foundation we’ve built. Being recognized by ICMI reminds us that our approach resonates beyond our own walls; it represents a model that others in the industry can learn from and adapt.
To our incredible teams in Mexico, Costa Rica, South Africa, and the Philippines: this recognition is yours. You are the heart and soul of Redial BPO. Your dedication, empathy, and commitment to excellence make our culture what it is. Thank you for showing up every day and proving that a people-first approach isn’t just good for employees, it’s good for business, good for customers, and good for the future of our industry.
To our clients who trust us with their customer relationships: thank you for partnering with an organization that values culture as much as you do. Your success is intertwined with our culture, and we’re committed to maintaining the high standards that earned us this recognition.
Looking forward, we won’t rest on this achievement. We’ll continue innovating our engagement strategies, empowering our agents, recognizing excellence, and nurturing the diverse, inclusive environment that defines who we are. The best is yet to come for Redial BPO, and I couldn’t be more excited to be part of this journey.
Let’s keep raising the bar, for our people, our clients, and the future of customer experience.
FAQ about Redial BPO ICMI Awards Finalist for Best Contact Center Culture 2025
1. What is the ICMI Global Contact Center Awards?
The ICMI Global Contact Center Awards is an annual recognition program that honors excellence in the contact center and customer service industry. Organized by the International Customer Management Institute, these awards evaluate organizations based on innovation, performance metrics, and best practices across various categories including operational excellence, technology implementation, and workplace culture. The awards are highly respected in the industry and represent rigorous standards of achievement.
2. Why was Redial BPO nominated as a finalist for Best Contact Center Culture?
Redial BPO was named a finalist due to our comprehensive, people-first approach to building an organizational culture. Our nomination highlights our data-driven engagement strategies, culture of ownership that empowers agents, meaningful recognition programs, and our commitment to diversity and inclusion across our global operations in Mexico, South Africa, and the Philippines.
3. How does Redial BPO’s culture benefit clients?
Our strong culture directly translates to better client outcomes in multiple ways. Empowered, engaged agents deliver more personalized and impactful customer experiences. High employee satisfaction leads to lower turnover rates, resulting in clients working with experienced and knowledgeable teams. Our culture of ownership encourages agents to go beyond scripts and truly solve customer problems, resulting in higher satisfaction scores and stronger brand loyalty for our clients. When our people thrive, our clients’ customers receive exceptional service.
4. Where does Redial BPO operate?
Redial BPO operates contact centers in four strategic global locations: Mexico, Costa Rica, South Africa, and the Philippines. This multi-continental presence allows us to provide 24/7 coverage, multilingual support, and cultural diversity that enriches our service delivery. Each location contributes unique strengths to our organization while sharing the same core values and commitment to our people-first culture.
5. What happens at the ICMI Contact Center Expo in Orlando?
The ICMI Contact Center Expo in Orlando is the industry’s premier annual event, bringing together thousands of contact center professionals, leaders, and solution providers. The expo features educational sessions, keynote presentations from industry thought leaders, networking opportunities, an exhibition hall showcasing the latest technologies and solutions, and the awards ceremony where ICMI Global Contact Center Award winners are announced.
Hey! I’m Emmanuel Ángeles, Marketing Manager at Redial BPO. I focus on building strategies and creating content that connects brands with their customers. With over 10 years of experience in digital marketing and communications, I’ve learned that what I enjoy most is telling stories that show how the right strategy (and the right team) can truly transform a business.
Outside of work, you’ll usually find me outdoors—hiking, riding my motorcycle, or taking a long drive with good music on. I’m also into tech, gadgets, and a cold beer with friends never hurts. Basically, I’m always chasing that sweet spot between work and life, strategy and fun.
