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Echo staff feature in Call Centre Helper’s ‘Most Respected’ poll

From the Knowledge Centre

At Echo we’re serious about putting people at the heart of the engagement process, and we’re particularly proud of our commitment to re-professionalising the contact centre.

One of the UK’s most highly regarded contact centre magazines – Call Centre Helper – has just announced the results of its latest poll to establish who are the most respected individuals within the UK contact centre industry. The Top Ten was determined not just on the number of votes cast, but also on the calibre of comments received from associates of the nominees – who highlighted the quality of expertise, success of previous professional engagements and skills relevant to the industry of the candidate.

Given this qualitative focus, I was delighted that three important members of the Echo team were included in the final results - Nathan Barton, our Head of Client Services, Jim White, our Head of Service Delivery in Northern Ireland, and our Operations Director Steve Wrench. Steve finished 9th place in the final – a fantastic achievement in being recognised as one of the top ten most respected individuals across the whole UK contact centre industry.

Steve only joined Echo in September last year from Sitel – bringing with him over 20 years’ in-depth customer contact operational expertise. He’s already delivering a positive impact on the business, and I thought I’d embarrass him by sharing some of the compliments Steve received as part of the Call Centre Helper voting process!

“With over 20 years’ in-depth customer contact operational expertise Steve brings an end-to-end perspective to today’s multi-channel customer engagement challenges. For Steve, successful outsourcing projects require a sensitive balance between continuously improving performance and resource optimisation. He does this through constant innovation, solid strategy and deep operational expertise. Steve is a great person to work with, a results-driven team player that always gets the best out of people. He is a fantastic asset to the business.”

“Steve has clearly demonstrated his ability in the contact centre and operations arena.”

“Superb leader, brought huge growth to the business whilst ensuring focused maintained on people and team.”

“Turned our site around and gained respect from everyone.”

“Steve was always to be relied on for the very best of knowledge regarding the job we were doing at the time and he was extremely well respected by all his staff and colleagues.”

“Steve is the most professional person I have ever had the pleasure to work with. He was Head of Churn and revolutionised that area for the company, taking them forward and completely changing how the company collected debt - pushing them forward in a way that they had never previously achieved… every company needs a Steve Wrench!”

Congratulations to Steve, Nathan and Jim – an excellent way to kick-off 2015, highlighting the calibre of our people here at Echo who – collectively help make the business such a success. I look forward to sharing further such good news during the course of the year.

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