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News : Echo Delivers Call Centre for ‘The Tower of London Remembers’ Event
Echo Managed Services has announced that it is delivering the contact centre for the 'The Tower of London Remembers’ event that marks 100 years since the start of the First World War through the ‘Blood Swept Lands and Seas of Red’ installation in The Tower’s famous dry moat.
?Each of the 888,246 poppies represents a British or Colonial military fatality during the War, and the last poppy will symbolically be planted on Remembrance Day on 11 November 2014. Using a purpose built online platform or the contact centre, customers can register their interest in buying a poppy when the installation is complete. The resulting proceeds – potentially worth millions of pounds – will be shared equally amongst six service charities.
A national media publicity campaign centred on the unveiling of the installation by HRH The Duke and Duchess of Cambridge and Prince Harry on 5th August (to coincide with the outbreak of the War) generated over 15,000 telephone and email orders and associated enquiries within the first two weeks. Ongoing demand continues to be consistent, with further publicity planned to optimise poppy sales and proceeds. For the launch, customer service specialist Echo rapidly recruited and trained a 60 strong team of agents at a week’s notice.
For the 14 week period until Remembrance Day, Echo will continue to provide a flexible and scalable agent resource, backed by sophisticated automated voice technology, to optimise the efficient handling of unpredictable demand from what is a truly unique as well as high profile fundraising and commemorative event.
"At Echo we’re very proud to have been chosen to support such a prestigious, high profile commemorative and fundraising event," added Nigel Baker, Managing Director of Echo Managed Services. "As well as offering a comprehensive managed contact centre service, I’m also particularly proud that members of the Echo team supported the project personally by joining the team of volunteers ‘planting’ poppies at the Tower."
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About Echo Managed Services:
Echo Managed Services provides customer process management services for UK and Ireland regulated organisations. Echo provides customer contact management, as well as billing, revenue management and collection services.
Published: Friday, October 10, 2014