Double win for Echo at the Northern Ireland Contact Centre Awards 2023

Echo Managed Services, the specialist outsourced provider of multi-channel customer contact services for the water industry, has secured two prestigious awards at the Contact Centre Network Northern Ireland Awards (CCNNI) 2023.

Echo NI’s team won both Customer Contact Manager of the Year and Best Outsourced Partnership at the 26th October ceremony.

Paula Denvir, an integral part of the team for 17 years has been awarded Customer Contact Manager of the Year, following her instrumental role in Echo’s partnership with Northern Ireland Water. Her continuous pursuit of excellence and commitment to both her customers and team makes her a standout in the industry.

Echo teamBack row: Jim White (Head of Service Delivery), Rory Templeton (Contact Centre Duty Manager), Gerry Taggart (Contact Centre Team Manager), Paula Denvir (Service Delivery Manager Contact Centre), Mark Walsh (Contact Centre Team Manager), Christine Heggan (Contact Centre Team Manager), Danielle Sheppard (Service Improvement Manager) Front row: Nicole Butler (Contact Centre Duty Manager), Grainne McParland (Contact Centre Customer Service Specialist), Sinead Conlon (Contact Centre Customer Service Specialist)
Back row: Jim White (Head of Service Delivery), Rory Templeton (Contact Centre Duty Manager), Gerry Taggart (Contact Centre Team Manager), Paula Denvir (Service Delivery Manager Contact Centre), Mark Walsh (Contact Centre Team Manager), Christine Heggan (Contact Centre Team Manager), Danielle Sheppard (Service Improvement Manager)
Front row: Nicole Butler (Contact Centre Duty Manager), Grainne McParland (Contact Centre Customer Service Specialist), Sinead Conlon (Contact Centre Customer Service Specialist)

The second win came from the partnership between Echo and its client Northern Ireland Water in the Best Outsourced Partnership category. The award recognises their successful collaboration over many years to deliver the highest level of service to customers.

These wins follow Echo’s success at the 2022 ceremony where the team clinched two awards – Outsourced Contact Centre of the Year and Best People Development Initiative. It has also been recognised for its outstanding service at CCNNI 2021 and the UK National Contact Centre Awards 2023.

Jim White, head of operations at Echo NI, commented:

“Our exceptional team has once again received the industry’s highest recognition for their commitment to quality service for customers across Northern Ireland. These awards are not only a testament to our collaborative approach with NI Water but also a well-deserved recognition of our individual team members who always strive for quality, like Paula Denvir. Since joining us in 2006 she has been truly dedicated to improving our operations and it is only right that she is recognised in this way.”

The ceremony was hosted at the Hilton Belfast during October, bringing together the industry’s top performers. The event drew an audience of more than 250 people from across the contact centre industry, making it an evening to remember.

SourceEcho MS

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