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Echo helps Education & Training Foundation strengthen customer service

From the Knowledge Centre

The Education and Training Foundation is improving data insight services and strengthening customer service with help from Echo...

Having already worked with the Education and Training Foundation (ETF) for the past five months, Here at Echo, following a competitive tender process, we are preparing to launch a third project to deliver customer service support for the Foundation's Continuous Professional Development programme.

Since our initial appointment earlier this year, Echo has worked to improve the ETF's customer contact services, as well as providing guidance and data insights to users.

Through our support of the Foundation's Staff Individualised Record (SIR) insights service - an effective source of workforce data to the further education and training sector - our team here at Echo has encouraged and supported data submissions from FE and training institutions, in order to assist in unveiling deeper insights around the state of the workforce.

"Beyond dealing with members' queries, providing advice and guidance, and being a listening ear, Echo has added further value through proactive insight and advice into the continuous improvement of the service. It's exciting to be supporting the ETF to help the thousands of professionals undertaking development through ETF courses each year."

Karen Banfield, contact centre director, Echo Managed Services

Our agile operating model has been key in delivering customer contact services on behalf of the ETF - enabling our operation to easily scale up and down seasonally to meet fluctuations in demand. This has proved particularly useful in handling the helpline for The Society for Education and Training - the ETF's individual membership organisation.

Our advisors have undertaken comprehensive training so they're well-equipped to effectively understand and analyse the huge breadth of data generated through the campaigns, as well as supporting the correction of data errors.

"Our reputation depends crucially on how well our customer contact providers handle enquiries. Every such enquiry matters. Through our work with Echo we've been able to effectively support the further education sector to use and benefit from our free workforce data service, as well as providing existing and new SET members with a high quality enquiry and support helpline."

Sarah Morgan, head of membership and digital, The Education and Training Foundation


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