Flexible collection strategies

One method doesn’t suit everyone. That’s why we select the right solution for the right customer, at the right time. Because customers often don’t want to talk to you, using the right communication channels and our customer journey expertise is critical to success.

Using the right channel

Thanks to our vast experience in collections and the customer journey, we know which channel to use, for which person, and when best to make contact. Expertise honed over many years gives us the knowledge when best to use letters, phone calls, emails, texts and field collections.

Giving time to pay

Time to pay is essential for many customers. They frequently respond positively to a structured payment plan which is affordable to them, and where they can see the point where the debt is cleared. Pointing customers to debt charities also has a role to play.

Debt Recovery & Revenue Management in the Knowledge centre


Spotting the signs of Energy Theft

Lloyd Birkhead discusses the growing danger of Energy Theft, the signs of meter tampering and how to prevent this.

20 November 2018 by Lloyd Birkhead


Calls for a crack down on dangerous tamper tutorials

Social media companies have a duty to crack down on the numerous dangerous energy meter tamper tutorials present on their…

Case Study

Revenue protection: supporting the fight against energy theft

How Echo's wholly owned field services agency, Grosvenor Services Group, supports one of the UK's big six energy providers in…

Research & Resources

Energy Theft: A Focus on Consumer Awareness & Attitudes

When it comes to energy theft, understanding and acting on public perceptions could better inform strategies to build consumer awareness…


Learn more about using the right channel at the right time

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