Annual Report 2016 - Page 26

Annual Report 2016 STRATEGIC REPORT Finalist in eight customer service awards “Echo will continue to develop and invest in its people and focus on succession planning.” Echo holds a strong position in the debt collection services marketplace as a trusted and proven utilities specialist. Over the past year we have continued to extend our footprint in what is our core market, as well as diversifying and growing across wider markets. Customer contact service excellence Echo Bristol continues to provide specialist outsourced, managed and insourced multi-channel customer contact services to leading public and private sector organisations, offering end-to-end capabilities, from entry level bureau services through to comprehensive, analytics-enabled multi-channel programmes. Despite a competitive landscape, the last year was characterised by a number of new client wins across public sector and healthcare contracts. Operating 26 separate customer contact campaigns on behalf of a wide variety of clients, the operation continues to focus not only on service excellence but also on using insight, experience and expertise to add further value; evolving and improving customer experience and exceeding clients’ operational delivery expectations. In the water sector, SIM continues to shape companies’ approaches to improving the service provided to customers. Recognising the recent changes towards more qualitative measures, Echo is working closely with our clients to continue to improve their SIM performance, demonstrating a total commitment to quality customer experiences. Echo has continued to assist South Staffs Water to embed and promote their digital service offering to customers, and has also extended this to the Cambridge Water customer base following a 24 full migration to a single RapidXtra platform. This will not only deliver significant reductions for South Staffs Water in cost to serve measures, but also enable the transition to compliance for nonhousehold retail competition. Supporting Northern Ireland Water, Echo has successfully delivered two of three key contract project milestones; delivering new enabling technologies, business applications and functionality across the operation. The third and final phase of the contract implementation will be delivered within this new financial year. In addition, our customer service expertise has once again received external recognition in 2015/16. Echo is proud to have been named as a finalist for an Institute of Customer Service UK Customer Satisfaction Award, two UK National Contact Centre Awards and five South West Contact Centre Forum awards, winning the highly soughtafter Outsourced Contact Centre of the Year title, which was announced in the current year. Looking to the future Echo’s mission in the year ahead is that by staying true to our values, we will provide customer led soluti ۜ܈Y[H[\\˜[[YYH\KYH^\\KۛYH[[\[[و\[KH[Xܘ]H[]\[[XY\Y\^\Y[NX[˜Y[&H[\Y^H\H\ۋ\X X[XZ[\YۂXY][\Z[XHܛ[\][[X[YX\Z\\BHYX\X[ܝ[]Y\Xܛ[YHوX&\ܙH]\[ۜ˂