Echo wins seven-year contract to deliver contact management, billing and collection management services to NI Water

Echo Managed Services has been awarded a contract to deliver contact management, billing and collection management services to NI Water for the next seven years, with an option to extend for up to ten years. The contract will initially be worth in the region of £27 million. Together, Echo and NI Water will focus on delivering the customer service commitments outlined in NI Water’s recently launched ‘Our Strategy for NI Water’ and will be utilising Echo’s water industry knowledge and expertise to continually improve customer satisfaction levels.

Under the contract Echo will provide NI Water customers with improved access choices by expanding and enhancing the range of contact channels, making it easier for customers to get in touch when they need to discuss their accounts. Echo’s 150 strong, Belfast based, team will use Echo’s market leading RapidXtra billing system, as well as a suite of state of the art innovative contact management technology, to provide a full range of multi-channel customer services. Echo’s vast experience in delivering contact management and BPO services for UK water companies, combined with the deep commitment to continually improve the customer experience, makes them the ideal partner to support NI Water in the delivery of their customer service priorities.

Sara Venning, Chief Executive of NI Water said “Being water industry specialists Echo understand the regulated environment in which we operate and the expectations of our customers. Echo is an innovative partner that shares our passion for continually improving the service we provide to our customers.”

Nigel Baker, Echo’s Managing Director said “We are very proud of our partnership with NI Water. Over the past seven years Echo has supported the delivery of a number of innovative customer service enhancements. We look forward to building our partnership further over the next seven years as we deliver further service improvements for the customers of NI Water including an enhanced web self-service facility, improved first contact resolution and a range of new customer experience measures.”