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Tailored bespoke customer contact strategies

Contact strategies tailored to your needs

We start by allocating a dedicated customer contact team to your account. This is resourced to a level appropriate to your call volume. We only recruit people who have first-class interpersonal skills, are naturally friendly, positive and driven to deliver excellence at all times. We say it often, but we are proud of the quality of our people.

A happy experience that always delivers results

Building on their natural attributes, we train our teams in the processes we know deliver results. Evolved through insight gained at the front line of customer communication, these proven processes combine an exceptional customer experience with results-based performance. Our aim is delighting your customers, and fully meeting every objective you set us.

Our response is based on your needs

Work with Echo and you are embarking on a journey where both your business and Echo have a vital role to play. We engage you in everything we do. We sit down to discuss your objectives. We listen to your needs and incorporate them into our approach, fine-tuning our joined-up processes to fulfil your brief. We are innovative, proactive and flexible. We respond to your challenges, and strive to exceed your expectations, rather than resting on contractual KPIs.

“We ran an open and competitive tender process to ensure that we appointed a provider of customer contact services that had the ability to handle a large volume of enquiries during the high profile campaign period leading up to the General Election. Echo’s proposal and expertise – both at an agent and management level – ensured that the Commission was confident in awarding them the contract to handle any inbound campaign queries.”

Caroline Bolshaw, Deputy Head of Media and Public Affairs at the Electoral Commission

Customer Contact & Engagement in the Knowledge Centre

News

Echo named Outsourced Contact Centre of the Year for third successive year

Our Bristol-based contact centre is celebrating after being recognised as the Outsourced Contact Centre of the Year at the prestigious...

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Blog

Customer complaints: a valuable window into your service

Our latest blog about customer complaints, pinpointing the root cause & learning from criticism

26 November 2018 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,...

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Find out how we tailor our contact centre services for you

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