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Echo Managed Services Joins The Institute of Customer Service

From the Knowledge Centre

As part of our on-going drive to deliver best practice customer contact services on behalf of clients, we are pleased to announce our membership to the Institute of Customer Service.

Echo Managed Services, the specialist outsourced provider of complex multi-channel customer contact, debt recovery and customer billing services, has become a full corporate member of the Institute of Customer Service – the independent professional membership body for customer service. Echo has decided to join as part of its continued commitment to delivering exceptional customer experiences on behalf of its expanding portfolio of clients.

Jo Causon, Chief Executive of the Institute of Customer Service comments: “I’m delighted that Echo Managed Services is a member of the Institute of Customer Service. It’s a sign of intent and recognises the importance of delivering excellent service to customers. By joining forces with organisations from a wide variety of sectors, Echo Managed Services is making a clear statement that the customer experience is at the heart of all they do, all they are characterised by and that they have a strong desire to continuously improve it.”

“Membership of the Institute also provides the opportunity to benchmark against other organisations in a range of sectors; opportunities to share with and learn from other members within the extensive network; access to our research and insight; and the opportunity to drive service professionalism, through our customer service qualifications programmes.”

“The Institute of Customer Service - with its commitment to professionalism, standards and ethics - is all about supporting members in transforming customer service, so joining the Institute makes perfect sense for Echo and provides us with an important platform for sharing new ideas and best practice. We are also working collaboratively towards obtaining the Institute of Customer Service’s National customer service accreditation – further highlighting our customer service commitment to our clients and our employees.”

Nigel Baker, Managing Director - Echo Managed Services

“With the latest Institute of Customer Service UK satisfaction index highlighting that general levels of customer satisfaction are now lower than any point since July 2010, it’s essential that all UK organisations take steps to keep up with their customers’ expectations. It’s a simple fact that today’s customers expect more and that their expectations are continuing to evolve rapidly – a greater choice of both on and offline channels, 24/7 support availability and faster, more convenient service are all key demands. At Echo, we pride ourselves on taking a proactive approach to stay ahead of these expectations, using our expertise and understanding to deliver innovative, customer led solutions for our clients, delivering on joint aspirations to delight customers and make every interaction a positive and rewarding one” Nigel Baker added.

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