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.

Customer Contact & Engagement in the Knowledge centre


How can the water sector climb up the customer satisfaction rankings?

Echo's MD, Monica Mackintosh, shares her thoughts on the July 2019 UK Customer Satisfaction Index and what the water sector,…

2 October 2019 by Monica Mackintosh


Echo's Katie Hepworth named as 2021 UK National Contact Centre Awards finalist

Katie named as one of eight finalists in the hotly-contested Quality Manager of the Year category...

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…

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,…


Find out how we tailor our contact centre services for you

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