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
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'.