Multi-Channel Contact Management
We understand that our clients need to offer multiple customer service channels to their customers. Echo's experienced staff are able to deal effectively with any customer contact, whether it's received over the phone, online, SMS, web chat, social media, email or face to face. Our teams are totally focussed on point of contact resolution.
Our capabilities include
- Inbound and outbound telephone contact provided by specialist customer service agents carefully selected according to customer profiles
- The ability to manage customer emails and arrange for follow up communications through email, outbound calling, text message, or by post
- Broadcast email, enabling simultaneous mass communications
- Text message, enabling follow up response through this medium, or to prompt an outbound follow up call
- Contact management through social media sites
- Web chat – For those customers who prefer to interact via online chat
The importance of 'straight through processing'
We recognise that by allowing customers to manage basic transactions through self-service systems, including IVR (Interactive Voice Response) and interactive web applications staff can be focussed on more complex queries and to spend their time resolving customer's issues. This 'straight through processing' approach is of particular importance to our service industry clients.
Encouraging customers to complete the more simple transaction online, and without the need for manual intervention by staff is a highly efficient strategy for improving customer service and reducing the number of 'unwanted contacts'.
