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Double shortlisting for Echo at Northern Ireland Contact Centre Awards 2023

From the Knowledge Centre

Echo NI has been shortlisted for Customer Contact Manager of the Year and Best Outsourced Partnership categories at the 2023 awards.

Echo Managed Services, the specialist outsourced provider of multi-channel customer contact services for the water industry and the developer of the innovate water billing software solution Aptumo, has been shortlisted for two awards at the Contact Centre Network Northern Ireland Awards (CCNNI) 2023.

The annual event celebrates the industry’s leading personnel and organisations, putting a spotlight on best practice and outstanding achievements in the contact centre industry. Individuals, teams, initiatives and contact centres are recognised across 17 categories.

This year, Echo’s Northern Ireland based operation has been shortlisted in both the Customer Contact Manager of the Year and Best Outsourced Partnership categories, after scooping two awards at 2022's ceremony – Outsourced Contact Centre of the Year and Best People Development Initiative.

Paula Denvir has been shortlisted for Customer Contact Manager of the Year, for her outstanding work ethic, dedication to continuous improvement, and an unswerving commitment to her customers and to her team. Paula has more than 30 years’ experience in customer facing roles and has been with Echo NI since 2006, working on its partnership with Northern Ireland Water.

Echo has also been shortlisted in the Best Outsourced Partnership category. Its partnership with Northern Ireland Water continues to provide the highest level of service to its clients. Together the teams continue to collaborate on their joint vision of the future of customer service in Northern Ireland.

The winners will be announced at a Gala Awards Ceremony on the 26th October at the Hilton Belfast, in front of an audience of more than 250 attendees from across the industry.

“Our outstanding team has once again been recognised by the industry for providing the highest level of service to our clients. We’re thrilled to have been shortlisted for two more awards again this year. The entire team continues to deliver a fantastic level of customer service to every single person they serve, and are amongst the best in the country at what they do. I hope we’re once again successful in taking home the silverware.We continually look for ways to improve the service that we provide and that is demonstrated in being nominated for these industry awards three years in a row. As well as the collective effort of our team it’s great to see star performers given the praise they deserve too – Paula Denvir’s commitment and passion over the past 17 years is inspiring.”

Jim White, Head of Operations (NI), Echo Managed Services

Echo NI was recognized for its outstanding service at CCNNI 2021, 2022 & UK National Contact Centre Awards 2023.

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