Electric Ireland - the leading energy retailer in Ireland - has partnered with outsourced customer contact specialist, Echo Managed Services, to increase engagement and improve customer contact and satisfaction across the north and south of Ireland...
Echo will be deploying field agents across Northern Ireland and the Republic of Ireland to engage directly with Electric Ireland’s SME and residential customers – providing face to face engagement and support on payment options for those experiencing issues meeting bill payment terms.
The contract win comes following a period of expansion for Echo both north and south of the border, which has seen the creation of 24 new jobs in Northern Ireland and six in the Republic, strengthening the outsourcer business’ position in line with its strategic growth plans for Ireland.
Echo already has extensive experience of working with businesses in the utilities market and has carved out a strong reputation for itself in this field through its work with Northern Ireland Water over the last 10 years, as well as working with 15 energy companies and 18 water providers in England, Scotland and Wales.
“We are delighted to be partnering with Echo Managed Services to further boost engagement with our customers. We are very proud of the excellent customer service we deliver and this will help us build on this to ensure our customers receive a consistently high quality service.”
Andrew Giles, payment & credit control manager, Electric Ireland
The energy supplier was just last month named Northern Ireland’s top electricity supplier by consumer champion ‘Which?’ – a reputation Echo wants to help build on as Lloyd Birkhead, managing director at Grosvenor Services Group, part of Echo Managed Services, explains...
“Echo has been growing from strength to strength both in Northern Ireland and the Republic of Ireland, with this latest contract win bolstering this growth. We are really looking forward to working with Electric Ireland and building on its existing highly-regarded reputation by delivering an even higher standard of customer service and contact. Our mission is to go above and beyond what is already being delivered while ensuring to treat all Electric Ireland customers as individuals. We will have people on the ground, speaking to customers as the human face of Electric Ireland – boosting engagement and delivering a well-rounded customer experience for those using its services.”
Lloyd Birkhead, managing director, Grosvenor Services Ltd
Ends.
Knowledge Centre: Blog
Knowledge Centre: Research
Knowledge Centre: Case Studies
Echo wins silver award in two categories of the prestigious 2018 CCMA UK National Contact Centre Awards...
New research reveals worrying findings when it comes to the UK debt stigma and consumer reluctance to ask service providers...
Echo's new consumer research report has found severely low levels of awareness about the support systems available to utility customers...
Outsourced customer service specialist, Echo Managed Services, is pleased to announce the launch of a fully flexible, outsourced customer engagement...
New research reveals worrying findings when it comes to the UK debt stigma and consumer reluctance to ask service providers...
Lloyd Birkhead, MD of Echo's Grosvenor Services Group, takes a closer look at energy theft, a serious concern for the...
6 March 2018 by Lloyd Birkhead
How Echo engages and helps customers in arrears in the field for Northern Ireland Water...
What do consumers think about UK debt collection practices? Find out in our new 2018 research report. We've examined the behaviours,...
...or talk to our live chat representative...
Chat now
