First Direct

By June 6, 2018Case Studies
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Echo-U has an excellent relationship with first direct and it's a pleasure working with them

Will GrattonHead of Wealth, HSBC

Helping First Direct become the No. 1 bank for customer service

First Direct Logo

We are extremely proud of securing First Direct (part of the HSBC Group) as one of our first client partners. The team at Echo-U worked with first direct for over 8 years providing a range of customer experience services, including: outbound customer welcome calls, outbound valuation / survey acquisition calls and inbound service recovery (complaint) calls.

First Direct is consistently voted the number 1 bank for customer service and insist that their partners provide the same level of service. Echo-U was chosen as an outsource partner, and trusted to speak directly to the first direct customers because they had confidence in our ability to ‘echo’ their brand and deliver an unrivalled customer experience.

One of our longest running campaigns on behalf of first direct included a large outsourced team at our Newcastle head office delivering a property valuation and survey services to their mortgage customers. Beginning with a welcome call to introduce customers to the first direct brand, we would also discuss which home survey or valuation options best suited their needs. The Echo-U team would then manage this process on behalf of first direct, from booking the surveyors at the outset to liaising with the customer on the completed survey report.

Our close working relationship with first direct combined with our flexible processes ensured that we could upscale resources for the seasonal peaks up to 150%, whilst still achieving service levels.

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