Echo NI's won its first team-based award at the CCNNI Awards 2025, with the Collections & Recoveries team named Outsourced Customer Team of the Year.
Echo, the specialist outsourced provider of multi-channel customer contact services for the water industry, has secured another award at the Contact Centre Network Northern Ireland Awards (CCNNI) 2025.
These prestigious annual awards celebrate the outstanding achievements of the people and organisations who are leading the way in customer contact across Northern Ireland, a crucial sector which contributes significantly to the NI economy and employs over 20,000 people from across the region.
“I am so proud of our Collections & Recoveries team. They show empathy when required but also tenacity to resolve the customers’ issues, paving the way to a successful outcome for all. Their success is there for all to see, with challenging targets exceeded year on year and genuine appreciation from our client.”
Jim White, Head of Service Delivery, Echo NI
Whilst sadly not a winner in the category, Jim White, Head of Service Delivery, was also shortlisted for Senior Leader of the Year award.
"Driven by innovation, collaboration and a commitment to delivering excellent customer service for our long-standing client Northern Ireland Water, Jim's vision has shaped and transformed our service over the past 17 years, and his impact has inspired those around him to thrive just the same."
Hayley Monks, Managing Director, Echo
This year’s win follows Echo NI’s previous success at the CCNNI Awards. In 2023, Paula Denvir was awarded Customer Contact Manager of the Year, following her instrumental role in Echo’s partnership with Northern Ireland Water.
2023 brought a second win, for the partnership between Echo and its client, Northern Ireland Water in the Best Outsourced Partnership category. The award recognised their successful collaboration over many years to deliver the highest level of service to customers.
In 2022 Echo NI also clinched two awards - Outsourced Contact Centre of the Year and Best People Development Initiative. It has also been recognised for its outstanding service at CCNNI 2021 and the UK National Contact Centre Awards 2023.
The ceremony was hosted at the iconic Belfast City Hall on 6 November, bringing together the industry’s top performers.
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