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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

Echo Appoints New Bristol-based Contact Centre Manager

Echo makes new appointment to support continued growth in the South-West........

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Blog

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....

23 January 2017 by Karen Banfield

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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

The Secrets of Better Billing

This research report takes an in-depth look at the current state of billing in the UK and what lessons can...

READ

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

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