Echo's quality and 'continuous improvement' ethos is embedded throughout the business and nowhere more so than in career development plans. However, developing a constructive business culture requires not just robust training and progression programmes. A real company commitment is also needed to contribute and participate in issues which are beyond matters directly relating to business performance.
At Echo, the social and environmental concerns of our staff are many of the same concerns prioritised by our clients. The environmental and Corporate Social Responsibility initiatives undertaken by staff complement service delivery goals, such as ensuring that we help our clients promote Vulnerable Groups Schemes, or, water company specific social assistance programmes.
All our customers deliver services to the public which can at times be politically sensitive, emotive for individuals and can hit the headlines. In addition to the social responsibilities our clients strive to uphold, there are clear PR and reputation concerns which must also be viewed as a major priority.
Customer service expertise specialising in 'warm voice' high complexity calls, handled by highly trained and educated experts, give regulated organisations greater confidence; in the responses to media enquiries and sensitive calls, and, in the broader ability of contact agents to understand and buy into the brand values and brand objectives of our clients. Echo's front line services are delivered by operatives who are tier two educated, highly trained and capable of understanding complex issues, as well as being fully supported through a proactive culture of constructive engagement and empowerment.
"Evidence of high-performance service delivery is complemented by a high-performance business culture"