WebCE has secured a Gold Stevie Award in the Contact Center of the Year category at the 20th Annual Stevie Awards for Sales & Customer Service, marking the company's first Gold win and fifth overall Stevie Award in this category after previous Silver and Bronze recognitions. This achievement represents a significant counter-narrative to prevailing industry trends, as the company earned recognition for prioritizing personalized human support over automation. The Stevie Awards for Sales & Customer Service are regarded among the world's premier honors for professionals in customer service, contact centers, business development, and sales sectors.
Judges specifically highlighted that WebCE's people-first approach stands as "contrarian" amid widespread industry shifts toward AI integration and outsourcing. According to the judging panel, "The WebCE Support Services team delivers exceptional people-first service at national scale, combining speed and trust to create consistently outstanding customer experiences." Rather than implementing automated systems, WebCE employs an intensive training regimen for each support representative, enabling them to provide live, personalized assistance to 1.5 million customers navigating complex compliance requirements across the United States. A single representative can manage inquiries spanning 22 different licenses and certifications without requiring call transfers, using scripts, or adhering to rigid time constraints.
Director of Support Services Jordan Smith emphasized that "Our support team is the heartbeat of WebCE, proving that, in an increasingly automated world, the ultimate competitive advantage is genuine human connection." The judges further commended WebCE's "impressive average speed of answer results," noting that 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 operational improvement helped lower the call abandonment rate to 1.5%, substantially below the industry standard of 5%.
Customer feedback reflected this enhanced 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). The competition evaluated more than 2,100 nominations from organizations across 41 nations and territories, with winners determined by average scores from 150 professionals serving on eight specialized judging committees. Stevie Awards President Maggie Miller stated that "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." Winners will be celebrated at a gala event on March 5 at the Marriott Marquis Hotel in New York City, with details about the awards and a complete winner list available at https://sales.stevieawards.com/.
