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Customer Contact & Engagement

  • Echo Managed Services
  • Customer Contact & Engagement

Meet your customers’ needs at all times

Working in partnership with you, Echo can improve every aspect of your customer contact. By using the right people working with the right processes, our highly skilled and empowered teams listen and understand your customers and deliver on your objectives every time.

An agile approach

We have a very agile approach, reducing the time it takes for you to fulfil your objectives. For your customers, everything is simplified with access to their preferred communication channel 24/7. They speak to you when they need to, and in the way that they want. And because our teams are immersed in your world, your customers get answers relevant to their needs.

Reduced cost, Improved Customer Satisfaction

We understand that customer expectations are constantly evolving, and that's why we never stand still. We question, challenge and improve wherever possible. So while our best practice processes are proven to reduce the cost of serving your customers, they are also constantly fine-tuned as we adapt and innovate to further improve our service. We are creative with technology, ensuring your customers are at the heart of everything we do.

Did you know that Echo is a member of the Institute of Customer Service? Find out more about the Institute here.

NEW consumer research puts telecoms firms and local authorities at the bottom of customer service rankings.

Read our latest consumer research report to find our what UK customers really want in a world full of channel choice.

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“We chose Echo to work on the STA helpline because they demonstrated clear evidence of their ability to flex our advisor team, while maintaining consistently excellent customer experience.”

Lucinda Ward, head of operational delivery, STA

Customer Contact & Engagement in the Knowledge Centre


Introducing Echo's 2018 CCMA UK National Contact Centre Award Finalists

Eight Echo Managed Services employees have been named as finalists in the 2018 CCMA UK National Contact Centre Awards...


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...

27 March 2018 by Caroline Boden

Case Study

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...

Research & Resources

Retaining Customers in a World of Choice

This 24 page consumer research report looks at switching attitudes, behaviours and frustrations across a range of sectors including energy, telecoms,...


Find out how we can help improve your customer contact & engagement

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