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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…

News

February 1st 2024

Echo Managed Services strengthens its service with a new head of billing and collections

We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.

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…

News

November 30th 2023

Echo appoints a new Head of Operations

We are delighted to have appointed Leanne Florence to this senior role.

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…

News

October 31st 2023

Double win for Echo at the Northern Ireland Contact Centre Awards 2023

Echo NI’s team won both Customer Contact Manager of the Year and Best Outsourced Partnership at the 26th October ceremony.

News

October 6th 2023

Double shortlisting for Echo at Northern Ireland Contact Centre Awards 2023

Echo NI has been shortlisted for Customer Contact Manager of the Year and Best Outsourced Partnership categories at the 2023…

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.

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…

News

March 9th 2023

Echo Managed Services achieves ServiceMark re-accreditation from the ICS

Specialist customer service provider for the water industry, Echo Managed Services, has been re-accredited with the ServiceMark from the Institute…

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