Consumer Intelligence enlists the expertise of Bristol-based specialist outsourcer Echo Managed Services to handle its outbound mystery shopper call service...
The data analytics and insight company, which works on behalf of insurance and finance providers, approached Echo with a view to embed its mystery shopper operation, which makes calls to insurance providers’ quotation lines, into a specialist contact centre environment.
The calls evaluate insurance providers using agreed personas and scenarios, with the aim of capturing information relating to the experience of the contact. The valuable insight is then analysed and published by Consumer Intelligence for its clients’ use.
Outsourcing the mystery shopping contract in this way allows Consumer Intelligenceto benefit from a professional quality-assured contact centre environment. A specialist and tailored new system, developed in collaboration with Consumer Intelligence and end users, provides an agile and fully-supported solution to underpin the operation.
“This is a really interesting brief for us, and one which our team has been excited to get started on. We are delighted to have hit the ground running in the first month and delivered our brief in full and on-time in what is a highly time-sensitive environment. Moving forward, our robust contact centre infrastructure means we’re ideally placed to drive efficiencies whilst delivering a high quality service.”
Karen Banfield, contact centre director, Echo Managed Services
“We are delighted to be partnering with Echo on the delivery of our mystery shopping service. The insights provided through the service are invaluable for our clients, and Echo’s agile customer contact and engagement capabilities will add real value to our current offering. After a fantastic first month, we are really looking forward to the collaborative partnership ahead”
Jade Edwards, service delivery director, Consumer Intelligence
Suggested Further Reading
Knowledge Centre: News
Echo retains outsourced contact centre of the year accolade
Knowledge Centre: Case Studies
The Tower of London Remembers. Echo Delivers
More in the Knowledge centre
More News
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…
Aptumo expands into Australia following second contract win
Echo announces new Australian business, Aptumo Pty Ltd, following growing interest in the company's innovative Salesforce-native water billing software...
Echo Announces Aptumo on Salesforce AppExchange, the World's Leading Enterprise Cloud Marketplace
Echo’s customers can now benefit from a new era of water billing software...
More Customer Contact & Engagement
Echo celebrates National Customer Service Week 2021
Echo Managed services had a great time taking part in this year’s National Customer Service Week between 4th- 8th of…
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…