Echo Logo

Four Seasons Healthcare Appoints Echo

From the Knowledge Centre

Echo appointed by the leading care home group to manage dedicated new customer helpline...

Four Seasons Healthcare - one of Britain's largest care home groups - has appointed outsourced customer contact specialist, Echo Managed Services to manage and develop its dedicated enquiry line for prospective customers.

Echo will provide a centralised service for Four Seasons Healthcare, handling new customer enquiries for nearly 200 care homes across the portfolio, with the aim of providing an informative and consistent level of service to prospective customers and their families.

Echo first started working with Four Seasons as a bureau service in May 2016, fielding the sales enquiry calls for 34 of its care homes across the UK. After a successful five month period, the service expanded to 109 homes.

Under the new service, a centralised team of specially trained advisors at Echo will now be the first port of call for Four Season's prospective new customers.

Echo's advisors have been trained to provide empathetic, personal and sound advice and support the care home group's potential customers, on issues including occupancy and respite care, and to ensure communication remains consistent with the Four Seasons Health Care brand and values.

As part of the new service, Echo will also take charge of a new marketing response helpline, set up to manage enquiries for any of the circa 300+ care homes across the Four Seasons Health Care portfolio.

The initiative aims to boost customer service for prospective customers by providing a more helpful and supportive experience.

"Customer service is a key priority for us, and given that we run circa 300 care homes across the country, it's incredibly important for us to ensure that our messaging remains consistent across the board. Through our collaboration with Echo, we have seen marked improvements in the handling of initial customer enquiries, allowing our care teams to focus on the residents they are caring for."

Charlotte Oppong-Agyare, director of sales and marketing, Four Seasons Healthcare

"By entrusting Echo to run its dedicated new customer offering, Four Seasons Health Care is ensuring its messaging remains consistent and customers are given a unified experience. Equally, the insights we provideare enbaling Four Seasons' future marketing and engagement to be more customer-centric and cohesive."

Karen Banfield, contact centre director, Echo Managed Services

Share this article

More in the Knowledge centre

More News


Echo supports digital transformation at Dŵr Cymru Welsh Water

Transformation project leads to 33% increase in digital transactions for the most common, high-volume customer contact types...


Coliban Water embraces new Aptumo billing software to benefit customers

Coliban Water, one of Victoria’s larger regional urban water corporations, has successfully transitioned its billing and customer support software to…


Affordability remains the top priority for the next generation of bill payers

Whilst Gen Z has a widely documented interest in the environment, when it comes to water and sewerage services, our…


Echo holds summer of support event for its teams

For the past six weeks, Echo has been holding a remote summer of support event for its employees across three…


More Customer Contact & Engagement


Introducing Echo's 2020 CCMA UK National Contact Centre Award Finalists

Two Echo Managed Services employees have been named as finalists in the 2020 CCMA UK National Contact Centre Awards...


West Midlands community hub scoops Customer Satisfaction Innovation award

Echo & South Staffs Water win customer satisfaction award from the Institute of Customer Service.


West Midlands community hub crowned Community Initiative of the Year

South Staffs Water and its partner, Echo Managed Services, have claimed the coveted ‘Community Initiative of the Year’ award at…


Echo shortlisted for three prestigious awards

We're delighted to have been shortlisted alongside our client South Staffs Water for three water sector and customer service focused…


Choose how you want to get in touch with us

Pick up the phone and call us...

0845 12 12 122


...or simply email us for a quick response.

Send email