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
Knowledge Centre: News
Knowledge Centre: Case Studies
Echo wins silver award in two categories of the prestigious 2018 CCMA UK National Contact Centre Awards...
New research reveals worrying findings when it comes to the UK debt stigma and consumer reluctance to ask service providers...
Echo's new consumer research report has found severely low levels of awareness about the support systems available to utility customers...
Outsourced customer service specialist, Echo Managed Services, is pleased to announce the launch of a fully flexible, outsourced customer engagement...
Echo wins silver award in two categories of the prestigious 2018 CCMA UK National Contact Centre Awards...
In our latest 'dive in' blog Echo's MD, Nigel Baker, explores how the water sector is supporting customer vulnerabilities...
30 April 2018 by Nigel Baker
Caring Homes – a leading provider of care homes for elderly people in the UK – is working with outsourced customer contact...
This 24 page consumer research report looks at switching attitudes, behaviours and frustrations across a range of sectors including energy, telecoms,...
...or talk to our live chat representative...
Chat now
