Network Rail has appointed Echo Managed Services to manage its 24-hour helpline, helpdesk and out-of-hours media services across a range of contact channels including voice, email, web chat and social media.

The seven-year contract will see Echo provide a complete contact handling solution which is focussed on driving first-rate customer experience. This will be delivered from the company’s contact centre in the heart of Bristol.

Network Rail owns and operates the railway infrastructure in England, Wales and Scotland, delivering a reliable and safe network which is constantly being upgraded and improved through large-scale projects which are part-funded by the UK government.

Echo’s agents will be the first point of contact for Network Rail’s numerous stakeholders, answering queries on a range of topics including the day to day operation of railway infrastructure, Network Rail’s operations and media requests. The team’s experience in running enquiry helplines means that they are capable of communicating Network Rail’s key corporate messages and will be able to resolve cases early in the process – acting as ambassadors for the brand.