Bristol, UK - 16th December 2013 – Echo Managed Services, the specialist provider of complex multi-channel customer contact services, has been selected as a finalist for the 2014 UK Customer Satisfaction Awards run by the Institute of Customer Service. Shortlisted in the Quality Service Provider of the Year category, Echo has been selected for its proven ability to deliver high quality, end-to-end customer service programmes that support complex customer engagement processes across an increasingly broad range of channels.
Operating as a contact management service partner, Echo delivers quality-driven contact programmes that integrate customer calls, emails, web chat and social media customer interactions for major organisations including the Royal Air Force, the Skills Funding Agency and the National Apprenticeships Service, the Financial Times, Guardian Media Group and South Staffordshire Water. Echo offers end-to-end contact management capabilities, from entry-level bureau services for small business customers through to comprehensive, analytics-enabled multi-channel programmes for some of the UK’s largest organisations. A strong demonstration of this ability is Echo’s ongoing project working alongside the RAF, helping in the development of its recruitment strategy using multiple channels.
Commenting on the Institute of Customer Service Awards shortlisting, Phil Newland, Managing Director at Echo Managed Services, said: “Echo differentiates itself from traditional volume driven, transactional outsourced call centre operations by focusing on the delivery of long-term, quality-driven engagement programmes for our customers. These typically involve more complex interaction cycles – such as the recruitment process for Royal Air Force careers – that require high levels of agent training across multiple media channels.
“Central to our ability to deliver these kind of projects successfully is our long-term commitment to agent training and ongoing quality management programmes. Echo’s approach is to always focus on responding to the voice of the customer that, in turn, underpins our more holistic approach to service quality. The fact that we have customers who have worked with us for over ten years, and one that will be celebrating its 15-year anniversary with Echo Managed Services in 2014, confirms that we’re on track with our quality-driven approach to customer engagement. Consequently, we’re delighted to be shortlisted for the Institute of Customer Services’ 2014 Quality Service Provider of the Year award,” he added.
The UK Customer Satisfaction Awards is the only customer service awards programme run by the Institute of Customer Service, the professional body for customer service. The awards recognise those organisations and individuals that have implemented successful customer service strategies, and this is the first year that Echo Managed Services has entered. Echo’s award entry will now be judged by leading industry experts, business leaders and academics to determine an overall winner, with the awards ceremony taking place in February 2014.
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