RAF puts Echo’s contact centre agents through their paces

PRESS RELEASE: Royal Air Force personnel recently spent the day with staff from its outsourced contact centre services provider – Echo Managed Services – at Echo’s specialist contact centre in Bristol.

Echo helps RAF Careers with its multi-channel recruitment strategy – answering calls, fielding emails and managing social media interactions on Facebook and Twitter. Echo’s team also provides information to potential recruits, makes outbound calls to warm leads, and also shares in-depth analytics with RAF Careers to help them optimise their advertising spend.

In addition to their regular meetings with the Echo team, where RAF Careers provided an overview of the opportunities available to potential recruits (including details of current vacancies that vary widely from Aerospace Battle Managers, Pilots and ICT Technicians to Chefs and Dental Nurses), members of the RAF outreach team also conducted a series of physical team-building sessions where Echo agents were put through their paces under RAF instruction.

Echo has worked with the RAF to develop an intelligent contact process where Echo’s agents engage initially with potential recruits, developing the relationship and transferring ‘hot’ recruit leads through to the RAF for the next stage of their recruitment cycle via an online application form. Since the implementation of an outbound telephone follow up process for RAF Careers, Echo has helped achieve a 400% uplift in registrations

About RAF Careers

RAF Careers is the recruitment arm of the Royal Air Force – www.raf.mod.uk/careers

About Echo Managed Services

Echo Managed Services is a specialist outsourced provider of complex multi-channel customer contact services, operating contact programmes that focus on the delivery of long-term, quality-driven engagement programmes for organisations of all sizes. Unlike traditional volume-driven transactional outsourced call centre operators, Echo Managed Services combines best practice technology and processes to provide leading public and private sector organisations – including the Royal Air Force, the Skills Funding Agency, the National Apprenticeships scheme, the Financial Times, Guardian Media Group and South Staffordshire Water – with end-to-end contact management capabilities, from entry-level bureau services through to comprehensive, analytics-enabled multi-channel programmes.

For more information, visit www.echo-ms.com