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February 12th 2018

Echo wins seven-year customer service contract with Network Rail

Network Rail appoints Echo to manage its 24-hour helpline, helpdesk and out-of-hours media services...


November 27th 2017

Four Seasons Healthcare Appoints Echo

Echo appointed by the leading care home group to manage dedicated new customer helpline...


November 13th 2017

Echo launches webchat service for SET

Society for Education and Training appoints Echo to improve online customer service...


October 26th 2017

PR19 - will replacing SIM improve customer service in water?

With Ofwat determined that water companies raise their customer service game, it is proposed that SIM be replaced by WaterworCX at PR19. Here, our Customer Services Director Monica Mackintosh assesses the challenges ahead...


October 16th 2017

The Future of Customer Service

During National Customer Service Week, we asked Echo employees to share their views on the Future of Customer Service. Here, Dinny Harkin, a customer service advisor from Echo Northern Ireland shares his thoughts...


September 28th 2017

The role of ethics in customer retention

Retaining customers in a world of choice is challenging and complex. Customers have increasing expectations and competing on price alone is often no longer enough to entice many customers. Here, we examine if business ethics has a key role to play...


August 16th 2017

More consumers opt for ethical service providers

More than one in 10 consumers say they are increasingly likely to switch their business to a service provider which is...


July 14th 2017

Water companies face major challenges to reach high bar set for PR19

Recent results from The Institute of Customer Service's July 2017 UK Customer Satisfaction Index highlight just how far the water industry...


July 5th 2017

Echo retains outsourced contact centre of the year accolade

We are delighted to have been named the South-West's Outsourced Contact Centre of the Year for the second year running...


July 3rd 2017

The UK is a nation of switchers

Switching or reviewing household utility or service providers is now viewed as an annual event by a third of consumers (33%),...

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