Contact Center Solutions Featured Article

Echo's Contact Center Expansion

March 18, 2013

In any industry, the most important aspect is making sure that its customers are satisfied, which is why businesses invest enormous amounts of money to guarantee a flawless customer experience. As businesses have become to rely even more heavily on contact centers, organizations like Echo Managed Services have begun to expand its facilities in order to address the demanding needs of its customers.

Echo, a customer process management service provider for U.K. utilities and public center, recently acquired consumer data provider Callcredit Information Group’s Bristol-based contact center. Callcredit contact center employees have no need to worry as they will all be transferred over to Echo’s payroll.

The Bristol-based contact center is already trained in providing multifunctional contact management to the public sector and blue chip clients, which makes this switch-over even easier for Echo. Its services include the basic elements of business process outsourcing (BPO) and contact management, revenue management and software solutions.

Echo offers an array of software solutions, including customer relationship management (CRM) and business process management (BPM) that can be used hand-in-hand to monitor the customer experience. However, Echo’s leading offering is RapidXtra, a billing and customer care system that serves seven of the U.K.’s largest water companies. It has all the capabilities of a traditional BPM software plus AMR and multitariff capabilities.

This acquisition comes in light of Callcredit’s need to focus on other areas of its data and analysis programs, but as consumers may already know, one person’s trash is another person’s treasure.

“The addition of the Bristol office to the Echo group of companies is an excellent strategic fit for our business as they share our approach to offering clients high quality, value added service, dealing primarily with complex contact management requirements,” said Phil Newland, Echo’s managing director.”They also share our commitment to achieving business growth. Echo continues to achieve strong growth despite challenging economic conditions and the acquisition of the Bristol team complements our growth strategy by allowing us to look beyond our traditional sectors and further strengthen our complex contact management offering to existing clients.”

By transferring the same quality productivity levels and work ethic under its wings, Echo will be able to further its clientele with its latest expansion into the Bristol area.

For more information about Echo, click here.




Edited by Rachel Ramsey

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