Network Rail appoints Echo to manage its 24-hour helpline, helpdesk and out-of-hours media services...
Network Rail has appointed outsourced customer contact specialist, Echo Managed Services, to manage its 24-hour helpline, helpdesk and out-of-hours media services across a range of contact channels including voice, email, web chat and social media.
The seven-year contract will see Echo provide a complete contact handling solution which is focussed on driving first-rate customer experience. This will be delivered from the company’s contact centre in the heart of Bristol.
Network Rail owns and operates the railway infrastructure in England, Wales and Scotland, delivering a reliable and safe network which is constantly being upgraded and improved through large-scale projects which are part-funded by the UK government.
Echo’s agents will be the first point of contact for Network Rail’s numerous stakeholders, answering queries on a range of topics including the day to day operation of railway infrastructure, Network Rail’s operations and media requests. The team’s experience in running enquiry helplines means that they are capable of communicating Network Rail’s key corporate messages and will be able to resolve cases early in the process – acting as ambassadors for the brand.
“Echo’s expertise across a variety of sectors and multiple channels was a very appealing part of their proposition – and one which we are confident the team will successfully deliver upon over the next seven years. It goes without saying that we have very high standards when it comes to effective customer service management, so we’re looking forward to getting started with this new partnership.”
Andy White, head of brand and community engagement, Network Rail
“This is a hugely exciting prospect, allowing us to demonstrate the extent of our multi-channel customer service offering. We have a wealth of experience in delivering incident and issue management, resolution and communication as well as being the ‘face’ of our clients’ operations – so this is a great fit.”
Karen Banfield, contact centre director, Echo Managed Services
Ends.
Suggested Further Reading
Knowledge Centre: News
Echo retains outsourced contact centre of the year accolade
Knowledge Centre: News
Four Seasons Healthcare Appoints Echo
More in the Knowledge centre
More News
First team-based CCNNI Award for Echo Northern Ireland
Echo NI's won its first team-based award at the CCNNI Awards 2025, with the Collections & Recoveries team named Outsourced…
Pelican business services chooses Echo’s Aptumo billing solution
The integrated business services provider will deploy Aptumo to serve and support Bristol Water and Wessex Water customers.
Rebrand to take Echo into its next era
Today marks a new chapter for Echo as it launches a refreshed brand identity.
Echo Managed Services sponsors VicWater 2025 Annual Conference
Echo Managed Services is delighted to announce it is returning as Principal Sponsor of Vic Water's 2025 Annual Conference
More Customer Contact & Engagement
First team-based CCNNI Award for Echo Northern Ireland
Echo NI's won its first team-based award at the CCNNI Awards 2025, with the Collections & Recoveries team named Outsourced…
How AI-driven omni-channel communication can drive both efficiency and customer satisfaction in the water sector
Aptumo’s Product Manager Gareth Welch looks at how embracing technology can redefine the landscape of water utilities.
Neurodiversity inclusion in the workplace
Rachael Merrell, Customer Service Director explains how water companies can better support and communicate with customers who are neurodivergent.
Navigating risk and assumptions in digital transformation
Transformation leaders, it’s all too easy to see a growing risk register and feel overwhelmed.
8 August 2024 by Matt Bowd