Double win for Echo at the Contact Center Network Awards

Double win for Echo at the Contact Center Network Northern Ireland Awards

Echo Managed Servicesthe specialist outsourced provider of multi-channel customer contact services and billing software for the water industry, celebrates its success after winning two awards at this year’s CCNNI Awards.

The company won the hotly contested Best People Development and Outsourced Contact Center of the Year categories.

Echo has been recognized for the hard work of its Belfast contact center where the team works closely with its client to ensure its customers receive exceptional service. The company uses a multi-channel approach to meet different customer needs, constantly challenges itself to innovate the service and the way it is delivered, and has developed strong relationships with customers to ensure seamless service.

The Best People Development award was won for Echo’s commitment to the growth of its people and its efforts to provide opportunities for continuous development. This is evidenced by the recent launch of an eight-month management development program, ACE, which aims to give middle managers the skills and confidence to become great leaders, improvements to the onboarding process to ensure that newcomers are at the forefront from day one, and the introduction of new technologies to support learning and development activities.

The company was also recently reaccredited with Investors in People ‘Silver status’, a distinction only 15% of companies achieve. In addition, Echo NI has also joined the JAM (Just a Minute) card program which supports both customers and staff with hidden disabilities and communication barriers.

The winners were announced at a ceremony at the Hilton Belfast which brought together the people and businesses that make up the contact center industry in Northern Ireland to celebrate their outstanding achievements.

Commenting on the victory, Rachael Merrell, Director of Customer Service at Echo Managed Services said:

“I am incredibly proud of the Northern Ireland team for their enthusiasm and commitment to providing exceptional customer service to our client.

The hard work of the entire team contributed to these victories. We will continue to put people at the heart of the business, investing in the leaders of tomorrow and ensuring Echo is a great place to work.

Jim White, Chief Operating Officer at Echo NI said:

“We are thrilled to have seen such success at this year’s CCNNI Awards and I am extremely happy to see my team getting the recognition they deserve for their dedication and hard work.

We have a strong philosophy of collaboration, we work together to innovate, we share knowledge and develop skills, and we are always looking for ways to add value for our customer. I’m really looking forward to seeing what the team will accomplish over the next year as they continue to go above and beyond.

Echo Managed Services provides specialized, complex, multi-channel outsourced customer contact services, comprehensive debt collection solutions, and is the developer of Salesforce native billing software, Aptumo. Echo combines best practice technology and processes with highly skilled and knowledgeable people to provide public and private sector organizations with end-to-end customer contact capabilities.

For more information on Echo Managed Services, visit their Website