Annual Report 2015
comprehensive multi-site contact
centre resource further strengthens
the end-to-end customer contact
proposition. The acquisition of
Grosvenor follows our 2011 purchase
of Inter-Credit International, which
continues to demonstrate a consistent
ability to outperform competitors on
the contracts in which it operates.
Customer contact service
excellence
Our Bristol operation continues
to provide specialist outsourced,
managed and insourced multichannel customer contact services
to leading public and private sector
organisations, offering end-to-end
contact management capabilities,
from entry level bureau services
through to comprehensive, analyticsenabled multi-channel programmes.
We were particularly proud to be
chosen, due to our agile and flexible
approach, to provide the customer
contact service for the high profile
Tower of London Remembers
24
campaign, an installation of 888,246
ceramic poppies to commemorate
the fallen in World War I. In addition,
Echo Bristol developed its 24/7 and
out of hours services during the
year with contract awards to deliver
incident management services for
Mouchel and Anglian Water.
In the water sector, SIM continues
to shape companies’ approaches
to improving the service provided
to customers, including a focus on
first contact resolution and reducing
repeat and unwanted contacts.
Echo works closely with its clients
to improve their SIM performance,
demonstrating a total commitment
to quality customer experiences.
Since the new Northern Ireland
Water contract was signed last July,
Echo has been busy delivering
service whilst implementing the
structure and updated technology
set to support the new contract. The
new service combines innovative
new functionality within RapidXtra
including knowledge management
and multi-channel capabilities. The
contract transition went smoothly
and phase one of new technology
deployment was successfully
deployed in May 2015, with further
software releases planned in
S eptember 2015 and in early 2016.
Our expertise in managing
multi-channel customer contact
programmes has assisted South
Staffs Water in delivering their Digital
Programme, providing enhanced
Intelligent Voice Recognition (IVR)
capability, a new website with
extended “My Account” functionality
and a richer, more flexible approach
to handling multi-channel customer
enquiries, designed to make it easy
for customers to engage with their
water company and resolve queries.
During the year, Echo’s customer
service excellence received external
recognition, as we were named as
finalists for two European Contact
Centre and Customer Service awards