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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.

Preview Download

“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

News

Water companies face major challenges to reach high bar set for PR19

Recent results from The Institute of Customer Service's July 2017 UK Customer Satisfaction Index highlight just how far the water industry...

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Blog

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...

14 June 2017 by Chris Cullen

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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...

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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,...

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

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