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Case Study

October 18th 2018

Revenue protection: supporting the fight against energy theft

How Echo's wholly owned field services agency, Grosvenor Services Group, supports one of the UK's big six energy providers in...


March 27th 2018

Training in a multi-channel world

As customer channel choice continues to increase, businesses must ensure advisors are confident and capable in handling enquiries across a multitude of on and offline channels. Here, our training team share some of their tips to create an effective multi-channel team...


January 2nd 2018

A Guide to Better Billing

In our latest blog we examine customer frustrations when it comes to billing whilst looking at what service providers can do to improve this key customer touchpoint...


September 28th 2017

The role of ethics in customer retention

Retaining customers in a world of choice is challenging and complex. Customers have increasing expectations and competing on price alone is often no longer enough to entice many customers. Here, we examine if business ethics has a key role to play...


July 17th 2017

The smart meter debate

In our latest consumer research report "retaining customers in a world of choice", UK households shared a wide range of views on the rollout of Smart Meters...

Case Study

February 8th 2017

Echo and Caring Homes: effectively handling new enquiries

Caring Homes – a leading provider of care homes for elderly people in the UK – is working with outsourced customer contact...


October 27th 2016

National Customer Service Week : We Loved It!

We recently caught up with Echo Bristol's Contact Centre Manager - Victoria Procter, and took the opportunity to ask her a few questions about the recent National Customer Service Week. Here, she shares her thoughts with us....


September 15th 2016

Debt Collection: Through the eyes of 1,500 UK households

A short animation outlining the current picture of UK debt collection processes and the impact they have on customers, both good and bad...


December 18th 2015

Finding the right outsourcing partner: 5 top tips

In the third quarter of 2015, £2.3bn worth of outsourcing contracts were signed - an increase of 69% on 2014. Outsourcing to expects can bring big benefits, however finding the right partner is crucial. Here, we give our five top tips to consider in appointing a trustworthy and reliable outsourcing partner...


December 11th 2015

Customer Service Sector Rankings Announced

We recently quizzed 1,000 UK adults on their contact channel preferences with every day service providers, as well as unearthing some of their biggest customer service frustrations. We asked them which sectors they thought were getting it right and which were performing less well and the results are in ...

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