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March 6th 2018

Energy theft: it's time to take action

Lloyd Birkhead, MD of Echo's Grosvenor Services Group, takes a closer look at energy theft, a serious concern for the sector, and what can be done to improve investigation and detection efforts in this month's coffee break blog...


January 2nd 2018

A Guide to Better Billing

In our latest blog, head of sales and marketing, Chris Cullen, examines customer frustrations when it comes to billing whilst looking at what service providers can do to improve this key customer touchpoint...


October 26th 2017

PR19 - will replacing SIM improve customer service in water?

With Ofwat determined that water companies raise their customer service game, it is proposed that SIM be replaced by WaterworCX at PR19. Here, our Customer Services Director Monica Mackintosh assesses the challenges ahead...


October 16th 2017

The Future of Customer Service

During National Customer Service Week, we asked Echo employees to share their views on the Future of Customer Service. Here, Dinny Harkin, a customer service advisor from Echo Northern Ireland shares his thoughts...


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...


September 13th 2017

Retaining Customers in a World of Choice

A short animation outlining the headline findings from our recent consumer research report including consumer attitudes towards switching, in which sectors switching is most prevalent, switching prompts, switching experiences and post-switch feelings...


August 29th 2017

A day in the life of a Utility Field Collections Officer

Here, Lloyd Birkhead, group managing director at Grosvenor Services, a part of Echo Managed Services speaks candidly about the role of an FCO, dispelling myths of over aggressive door collection and focusing on why customer relations is such an important part of the job...


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...


June 14th 2017

Customer Service: the value of the human touch

In our latest blog, Chris Cullen - head of sales and marketing - drops in to look at how technology is changing the customer service landscape and why the value of the human touch should not be underestimated...


May 26th 2017

Open Water. The start of a multi-utility revolution?

Our head of sales and marketing, Chris Cullen, pops in to discuss whether the open water market is set to kick-start a multi-utility revolution....

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