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Blog
May 16th 2024
Five ways to manage frustrated customers in the utility sector
Dealing with frustrated customers is a common challenge for customer service teams. Whether it’s higher-than-expected bills, service disruptions, or a…
Posted in Customer Contact & Engagement
Blog
March 14th 2024
Payment plans top the list of debt management options for UK water customers
In the face of the ongoing cost of living crisis, research from Aptumo, our next-generation water billing and CRM software,…
Posted in Debt Recovery & Revenue Management
Blog
January 16th 2024
Overhauling onboarding and training processes for customer service recruits
The ICS’ latest UK Customer Satisfaction Index report highlights the impact that thorough training and a comprehensive onboarding process can…
Posted in Customer Contact & Engagement
Blog
January 10th 2024
Mentoring to support talent and succession planning
This month is National Mentoring Month and our group head of marketing and communication caught up with Echo's lead HR…
Posted in Cross Service
Blog
November 3rd 2023
Linking employee recognition programmes to customer satisfaction
The link between a strategic employee recognition programme and customer satisfaction should not be underestimated. Echo's Lead HR Business Partner…
Posted in Customer Contact & Engagement
Blog
July 4th 2023
Efficient customer service is critical as rising household bills cause anxiety for customers
One in three (31%) people have experienced anxiety over their inability to pay household bills, according to new research.
Posted in Customer Contact & Engagement
Blog
May 3rd 2023
Gen Z most likely to struggle keeping up with water bills as a result of the cost-of-living crisis
More than half (51%) of Gen Z bill payers have struggled to pay a household bill in past year Gen…
Posted in Billing & Customer Information Software
Blog
March 14th 2023
How to encourage customers to be savvier with their water usage to help them save money
As the prices we’re all paying for every day essentials continue to rise and the average household water bill in…
Posted in Customer Contact & Engagement
Blog
September 27th 2022
Improving the experience for water customers during the cost-of-living crisis
According to Ofwat’s cost of living report 2022, almost a fifth (17%) of water bill payers have struggled to pay…
Posted in Billing & Customer Information Software
Blog
June 29th 2022
Customer service experts Echo Managed Services see a bright future for Kick Start colleagues
Echo Managed Services prides itself on its reputation for customer service excellence in the water sector. For over 20 years,…
Posted in Customer Contact & Engagement