Echo-U is the leading customer contact outsourcer for the UK’s Number 1 parcel delivery company DPD, DPD are a multi-award winning company and are widely acknowledged as the market leader in the parcel delivery sector.
They are at the forefront of technological development and their digital innovation are directly enhancing the customers’ experience across all channels. This has resulted in them being awarded the Queen’s Award for Enterprise : Innovation, for their 1 hour delivery service PREDICT. They also won The Which? Special Award, they topped ‘Money Saving Experts’ customer satisfaction poll and most recently Dwain McDonald, their CEO, was awarded Tech Pioneer of the Year.
Our DPD partnership began in 2014 as a small inbound customer service team. Today Echo-U is DPD’s main customer service outsource partner, employing over 400 people in the UK, across our two sites, Echo-U North and South.
We now have the privilege of talking on their behalf to their ‘Shippers (Premium brands they deliver for such as John Lewis, Mulberry, Apple etc.) and the ‘sheppers’ (the end consumer they deliver to) across all channels including Voice, in-APP, Email and Live chat.
We’re proud to work with such an innovative and customer focused organisation. Our success with DPD can be attributed to our flexibility that enables us to scale up and down for DPD’s seasonal uplifts, whilst representing their brand DNA and delivering against KPI’s, together with our team’s expertise in the parcel delivery sector which has enabled the DPD service and adapt well to the ever evolving customer interaction landscape.
Our customer contact expertise encompasses all channels
from pro-active live chat, social media to outbound acquisition and technical help.