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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.

“We are delighted to be partnering with Echo Managed Services to further boost engagement with our customers. We are very proud of the excellent customer service we deliver and this will help us build on this to ensure our customers receive a consistently high quality service.”

Andrew Giles, Payment & Credit Control Manager, Electric Ireland

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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Customer Contact & Engagement in the Knowledge Centre

News

Echo and South Staffs Water recognised for outstanding customer service

Echo and its client South Staffs Water celebrate success with ServiceMark accreditation

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Blog

Winning at emotion, ethos and ethics: how can the water sector strive for more?

Monica Mackintosh, MD at UK utility sector outsourcer Echo Managed Services, discusses the UK Customer Satisfaction Index and how the...

31 May 2019 by Monica Mackintosh

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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,...

READ

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

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