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Quality of service really counts

From the Knowledge Centre

At Echo Managed Services we’re focused on delivering the kind of long-term, quality-driven engagement programmes that differentiate us from traditional volume-driven transactional outsourced call centre operations.

At Echo Managed Services we’re focused on delivering the kind of long-term, quality-driven engagement programmes that differentiate us from traditional volume-driven transactional outsourced call centre operations.

Central to our ability to deliver these kind of projects successfully is our long-term commitment to agent training, as well as running a range of quality management programmes to ensure that we’re able to sustain high levels of performance across a growing range of contact channels.

There are so many benefits in this approach. For example:

Agents that feel valued and supported, receive feedback on their performance and understand the contribution they make to Echo’s success, are more likely to deliver a high quality performance. In the 2013 employee survey 86.95% of employees said they felt Echo was an enjoyable, constructive and positive place to work.

Agents delivering a top quality service are more likely to be more efficient in handling queries, thus making them more productive throughout the day.

For Echo this means profitable long-term relationships with our clients and a strong reputation for being an organisation that delivers excellent service.

For our clients this can mean increased customer satisfaction, improved sales, retention or take up of service and increased levels of positive brand recognition.

We’re convinced that this continued investment in quality serves as the foundation for developing strong, lasting relationships with our clients, and – in turn - better outcomes for their own operations. That’s why we were especially delighted to be shortlisted recently for the 2014 UK Customer Satisfaction Awards in the Quality Service Provider of the Year category.

These awards are run by the Institute of Customer Service, the professional body for customer service, so it’s great that we’ve been shortlisted with our first entry. We entered the awards last autumn, with a submission that detailed our multiple quality programmes, and feedback from organisations of all sizes on how Echo’s commitment to quality had a direct impact on campaign performance.

It’s great to be shortlisted for this award as it’s open to any organisation that prides itself on the excellence of its customer service. In our category we’re now up against nine other shortlisted finalists, including businesses such as Boots, Legal & General, Paddy Power and Claranet, so we’re excited to be competing head on with businesses of this calibre.

We’ll find out how we got on at the UK Customer Satisfaction Awards event that’s being held in London on the 25th February. In the meantime, congratulations to everyone for delivering the quality performance that has helped us secure this important recognition.

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