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.
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.
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.
This is a worrying view from consumers and indicates that energy theft investigation may be viewed more as a cost...
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
How Echo's wholly owned field services agency, Grosvenor Services Group, supports one of the UK's big six energy providers in...
When it comes to energy theft, understanding and acting on public perceptions could better inform strategies to build consumer awareness...
