Contact Management
Echo provides customer billing and contact handling for seven UK water customers, covering a population of over five million inhabitants. All aspects of inbound communication relating to both customer accounts and operational enquiries are managed by Echo, including e-mail, telephone and written contacts.
Customer Centric
Our contact management approach is to deliver customer services 'according to need'. This means building a contact strategy around the requirements of our client's customers, which includes:
- Customer centric contact processes, as opposed to processes that are born out of operational convenience or need
- Delivery of specialist, personalised services based on analysis of customer profiling and behavioural intelligence
- Using technology to facilitate a 'single view of the customer', incorporating all billing, financial and operational contact history, from all the various available contact channels
This customer centric approach is delivered through the following core components: Call management, Written correspondence, Complaint resolution, Operational contacts and E-channels.