An important objective of Echo's service is to resolve any complaints at first contact. Research conducted by the Service Quality Measurement Group has shown that customer satisfaction drops an average of 15% with each call back a customer makes. Echo's approach prioritises 'first call resolution' to improve customer satisfaction and in turn deliver business benefits, such as lowering operating costs and improving the morale of agents.
In order to reduce repeat contacts and written complaints, Echo uses contact analysis systems and adheres to benchmarked operational procedures to deliver an efficient service to both our clients and their customers. By analysing a variety of customer contact measures, Echo aims to continually and accurately allocate the resources required for our client's service, to the results they want to achieve.
"81% of the 1,000 consumers surveyed claimed they would remain loyal to a company if it proactively informed them about what was being done to resolve service problems."
A study from IT management software specialist BMC, called the Churn Index, Feb 07