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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…

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,…

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…

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…

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…

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

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…

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…

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…

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,…

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