”Great proactivity... outstanding flexibilityGeoff WatsonSage PLC
Inbound & outbound customer contact for 6.1m customers
Sage Plc was one of Echo-U’s first client partners and we’re proud of our longstanding relationship with them. Over the years our performance on many of their outbound sales campaigns and inbound technical support services has helped them become one of the biggest business financial software providers in the world.
One of our most flexible and innovative solutions for Sage was an inbound technical support helpline we managed for them on the run up to the tax year end. This is a period when many of Sage’s customers are facing their busiest period and need fast, expert support.
Echo-U provided Sage with an in-source team, where we recruited, trained, managed and reported on their performance all within Sage Plc head office.
The continued success of this flexible resource was due to the continuity provided by Echo-U’s senior project management team, who built a good understanding of what Sage required and deployed resources with the appropriate skills required to fulfil this. The recruitment process and intensive technical training period Echo-U developed ensured that our results out performed all other teams when measured against KPIs, including ‘first call resolution’ ‘staff attrition’ and ‘net promoter score’ throughout the duration of the campaign.
The key benefits of this type of solution for Sage Plc were that it provided a high quality ‘on demand’ flexible resource, delivered within Sage’s premises and all within budget.