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Blog

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...


Blog

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...


Blog

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...


Blog

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...


Blog

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...


Blog

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...


Blog

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....


Blog

April 10th 2017

Striking the right balance: debt collection and treating customers fairly

The financial services industry has been faced with increased scrutiny when it comes to debt collection practices. Where are companies in this sector going wrong, and what do they need to do to rectify the situation? Lloyd Birkhead drops by to tell us more.......


Blog

March 28th 2017

Tackling billing issues in a changing market

Echo's MD Nigel Baker discusses what water companies can do to improve current billing practices and customer satisfaction...


Blog

January 23rd 2017

Care Homes: the customer contact challenge

First impressions matter, and many care homes are struggling to get it right when it comes to handling new enquiries. So what's going wrong, and how can it be corrected?


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