Echo shortlisted for the 2016 UK Customer Satisfaction Awards

We're pleased to announce that our ongoing work with our client The Financial Times (FT) has been recognised by the Institute of Customer Service, as we are announced as a finalist in their UK Customer Satisfaction Awards 2016.

Having provided outsourced customer contact services for the Financial Times for almost a decade, our recent project to help the FT make a smooth transition toward supporting an increasingly digital audience, has been shortlisted in the 'Best Customer Service Co-Creation/Collaboration' award.

We've worked with the FT to provide customer care to its UK subscriber base since 2006, with our team of dedicated customer service providers responsible for managing subscriber data and handling customer enquiries across multiple channels, including telephone, email and SMS.

Our recent project in particular was crucial to the FT as it moves towards supporting a reader-base that is becoming increasingly digital-savvy. Through a combination of inbound multi-channel contact handling and proactive customer service calls, we have been able to provide the publication with crucial insights - identifying, recommending and helping to implement a number of further improvements to its customer service strategy.

The awards recognise organisations that have shown real flair in implementing customer service strategies, and the ceremony to announce the 2016 winners takes place in March next year.