Echo Logo

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.

Share this article

More in the Knowledge centre

More Blog


Are core systems the key to changing tides in water sector complaints management?

Echo's Product Director, Andy Mack, talks about complaints management in the UK water sector, and how investing in the right…

12 February 2021 by Andy Mack


Billing software: time to say goodbye to monolithic monsters?

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


How can the water sector climb up the customer satisfaction rankings?

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


CSDs: don’t let technology hinder customer experience!

Echo's Software Services Director, Andy Mack, discusses the link between technology and customer experience.

11 June 2019 by Andy Mack


More Customer Contact & Engagement


Echo's Katie Hepworth named as 2021 UK National Contact Centre Awards finalist

Katie named as one of eight finalists in the hotly-contested Quality Manager of the Year category...


Water companies’ apps way off expectations of Gen Z digital natives

Echo's latest research highlights that whilst 36% of Generation Z consumers prefer to use an app to manage their essential…


Water companies must build a stronger, more memorable and relevant brand to appeal to their latest generation of customers

New research reveals that Generation Z has low brand awareness when it comes to who supplies the water in their…


Introducing Echo's 2020 CCMA UK National Contact Centre Award Finalists

Two Echo Managed Services employees have been named as finalists in the 2020 CCMA UK National Contact Centre Awards...


Choose how you want to get in touch with us

Pick up the phone and call us...

0845 12 12 122


...or simply email us for a quick response.

Send email