Annual Report 2016
“ Echo will continue to develop and invest in its people and focus on succession planning .”
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 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 solutions for clients whose principles and beliefs we share . Through the expertise , knowledge and understanding of our people , we will collaborate to deliver an enriched customer experience ; protecting clients ’ brands as if they were our own .
As such , Echo remains focused on achieving sustainable growth and this new financial year promises to be a year rich in opportunities across all three of Echo ’ s core divisions .
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