Belfast customer service company Echo lands major Electric Ireland contract

Lloyd Birkhead, managing director at Grosvenor Services Group, part of Echo Managed Services said the contract with Electric Ireland was part of ongoing expansion at the company
Gareth McKeown

A BELFAST-based customer service specialists is to create 24 jobs in the north after securing a lucrative contract with energy retailer Electric Ireland.

Echo Managed Services has announced the major partnership, which will help improve Electric Ireland's customer service within its operations north and south.

The new contract is to increase engagement and improve customer contact and satisfaction at Electric Ireland - the leading energy retailer on the island.

The contract win comes following a period of expansion for Echo both north and south of the border, which has seen the creation of 24 new jobs in Northern Ireland and six in the Republic, strengthening the outsourcer business' position in line with its strategic growth plans for Ireland.

Echo Northern Ireland will be deploying field agents across Northern Ireland and the Republic to engage directly with Electric Ireland's SME and residential customers – providing face to face engagement and support on payment options for those experiencing issues meeting bill payment terms.

Echo already has extensive experience of working with businesses in the utilities market and has carved out a strong reputation for itself in this field through its work with Northern Ireland Water over the last 10 years, as well as working with 15 energy companies and 18 water providers in England, Scotland and Wales.

Lloyd Birkhead, managing director at Grosvenor Services Group, part of Echo Managed Services said the contract was part of ongoing expansion at the company.

“Echo has been growing from strength to strength both in Northern Ireland and the Republic of Ireland, with this latest contract win bolstering this growth. We are really looking forward to working with Electric Ireland and building on its existing highly-regarded reputation by delivering an even higher standard of customer service and contact."

Payment and credit control manager at Electric Ireland Andrew Giles added: “We are delighted to be partnering with Echo Managed Services to further boost engagement with our customers. We are very proud of the excellent customer service we deliver and this will help us build on this to ensure our customers receive a consistently high quality service.”

Echo Managed Services provides customer process management services in UK and Ireland regulated markets and has offices in Belfast, England and in India.

Echo's customer billing and contact handling services for UK water customers cover a population of over five million UK inhabitants and deal with over 3.75 million calls a year.

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