As we approach the end of 2016, we've taken a look back at all the news, views and research we shared with you during the year. And, in case you missed them, here are our top 5 reads - the most popular articles from 2016...
1. Research Report : counting the cost of debt recovery
Back in May we revealed the findings from our consumer research into UK debt recovery practices. 1,500 UK households told us about their attitudes towards debt, their behaviours during debt recovery processes and their experiences with UK companies. They also told us which industry sectors were getting it right and which ones needed to improve.
2. Echo Blog: how debt recovery has evolved in the UK utilities sector
Debt collection practices and regulations have changed massively in the utilities sector in recent years. In this blog, Echo's Lloyd Birkhead dropped by to tell us about the main changes and how they are benefiting utility companies, debt collection agencies and consumers alike.
3. Client Case Study: a new customer-centric approach to debt collection
In this case study, we share the work we are doing with our client Northern Ireland Water to connect with customers in the field to solve debt disputes and create meaningful long term relationships. We were delighted to win the Customer Facing Team of the Year award at the 2016 Utility Week Awards for this great partnership.
4. Echo Blog: vision, mission, values - not just a pretty logo (but it helps)
Back in May 2016, Echo's Head of People and Development, Anna Fell, stopped by to tell us about the launch of Echo's new vision, mission and values and how it is engaging our employees and benefiting our clients.
5. Research Report: the secrets of better billing
Billing is a key customer touchpoint, so we thought it pertinent to ask a representative sample of 1,000 UK households about their billing experiences, preferences and the impact of good and bad practice. Our research report, launched in October 2016, outlines the full findings and offers some advice for UK service providers.
More in the Knowledge centre
Monica Mackintosh, Managing Director at Echo discusses the possibility of a new era when it comes to billing software...
12 November 2019 by Monica Mackintosh
Echo's MD, Monica Mackintosh, shares her thoughts on the July 2019 UK Customer Satisfaction Index and what the water sector,…
2 October 2019 by Monica Mackintosh
Echo's Software Services Director, Andy Mack, discusses the link between technology and customer experience.
11 June 2019 by Andy Mack
Monica Mackintosh, MD at UK utility sector outsourcer Echo Managed Services, discusses the UK Customer Satisfaction Index and how the…
31 May 2019 by Monica Mackintosh
More Customer Contact & Engagement
Two Echo Managed Services employees have been named as finalists in the 2020 CCMA UK National Contact Centre Awards...
Echo & South Staffs Water win customer satisfaction award from the Institute of Customer Service.
South Staffs Water and its partner, Echo Managed Services, have claimed the coveted ‘Community Initiative of the Year’ award at…