Call Management

Underpinning Echo's service is a drive to go beyond simply delivering to service levels and response time targets. Understandably, service level agreements (SLAs) are a staple part of most customer service relationships. SLA and response time objectives can provide an indication of what customers experience when they make contact and how easily they have been able to make contact. However, just because SLAs are being met, and response time objectives are being achieved, it doesn't necessarily follow that customers are happy.

Ensuring services are accessible is the means, not the end, to a guarantee of customer satisfaction. At the heart of our call handling services is a consistent focus on quality. Both in applying best practice quality principles in processes and methodology; and, in the delivery of a quality experience for the customer. The interaction which the customer experiences is paramount. It is the ultimate measure of success and the driving force of Echo's call management strategy.

Continuous Improvement

As a business, Echo's commitment to quality accreditations is complemented by a proactive approach to training and development. This manifests itself in our agent's cultural charter, which includes such things as:

  • Providing customers with accurate and relevant information
  • First-contact resolution
  • Use of appropriate greetings and adoption of predefined call scripts
  • Courtesy and professionalism
  • Capturing key customer data
  • Accuracy in data entry and call coding
  • Grammar and spelling in text communication (email and chat)