Echo Logo
Echo Logo

Consumer Intelligence appoints Echo

From the Knowledge Centre

​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

Share this article

More in the Knowledge centre

More News

News

Echo Managed Services strengthens its service with a new head of billing and collections

We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.

Read
News

One in six delayed payment of a water bill due to lack of understanding

Unclear communications and a lack of understanding of water bills are causing almost one in six (14%) bill payers to…

Read
News

Echo appoints a new Head of Operations

We are delighted to have appointed Leanne Florence to this senior role.

Read
News

Echo to deliver specialist customer service and new software to Northern Ireland Water

Echo has won a new contract to deliver contact management, billing, and collection management services for Northern Ireland Water. The…

Read

More Customer Contact & Engagement

Blog

Five ways to manage frustrated customers in the utility sector

Dealing with frustrated customers is a common challenge for customer service teams. Whether it’s higher-than-expected bills, service disruptions, or a…

Read
News

Echo Managed Services strengthens its service with a new head of billing and collections

We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.

Read
Blog

Overhauling onboarding and training processes for customer service recruits

The ICS’ latest UK Customer Satisfaction Index report highlights the impact that thorough training and a comprehensive onboarding process can…

Read
News

Echo appoints a new Head of Operations

We are delighted to have appointed Leanne Florence to this senior role.

Read

Choose how you want to get in touch with us

Pick up the phone and call us...

0845 12 12 122

Call

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

ask@echo-ms.com

Send email