We Deliver

Customer Delight

We Save

Critical Revenue

We Boost

Customer LTV

We Ensure

Data Security

Who We Are

With our headquarters in Deerfield Beach Florida, Ecco Group was founded in 2007. Since starting from humble beginnings as an outbound sales organization we have grown into a full-service contact center operations built upon our core fundamental values:

  • Integrity
  • Agility
  • Execution Excellence
  • Commitment
  • Accountability

After 15 years of service, we have built a turn-key solution providing inbound/outbound voice, digital agent, IVR, chat, email, and back-office solutions for some of the most respected clients on the globe. Through our success we have expanded our operations throughout the US, Mexico, and the Dominican Republic offering a scalable, bilingual, low-cost solution to our customers.

At Ecco Group we strive to be our customer’s #1 "Go to Partner" …..every single day!

Omni-Channel Services

Great customer care offers multi-channel experiences that engage everyone—prospective customers, active consumers and casual site visitors alike—in their own spaces, on their own terms.

  • Inbound

  • Outbound

  • Technology

  • Inbound

Inbound

  • Sales
  • Customer Support
  • Technical Support
  • Outbound

  • Technology

Subject Matter
Experts

At Ecco Group we take great pride in identifying the right profile, training the right way, and retaining a high-quality work force of subject matter experts.

  • Agent profiles are built specifically for each customer. Education levels, experience, background checks and cultural testing are factored into our hiring decisions.
  • Our instructors are all well versed with educational and contact center management backgrounds.
  • The Ecco Group training department specializes in curriculum development.
  • Our state-of-the-art training centers are equipped with all the tools required for advanced learning.
  • Our virtual training teams are productive and equipped with testing tools to ensure every agent is on the same page.
  • Minimum nesting requirements and certification testing prior to customer interaction.
  • Benchmarking and continuous improvement enhancement skills at Ecco University.

AI Driven Analytics

We make sure you hit the goals that matter to you with advanced data intelligence and analytics.

Customer Experience
  • Understand customer satisfaction like never before with sentiment analysis for every call
  • Unlock the data from all interactions as an unrivaled source of insight to improve your customer experience
  • Identify the primary and underlying drivers for every call and use it to improve customer experience and self-service capabilities
Risk Mitigation
  • Reduce regulatory risk by recording and analyzing 100% of your interactions for compliance
  • Be alerted promptly to the riskiest conversations with custom notifications
  • Have sensitive data automatically redacted from your call recordings by advanced AI
Agent Experience
  • Provide agents with completely objective and highly detailed feedback on their performance
  • Easily identify underperformers, in any area, for targeted coaching
  • Identify and scale best practices throughout your team
Ease of Use
  • Access all functionality through an easy-to-use interface
  • Little to no training required for you and your team to use the tool effectively
  • Can be set up and ready to use in just a few days
  • Ongoing technical and strategic consultation at no extra cost

Why Ecco Group

Measuring for Success to Improve Your Customer Experience and Brand Reputation

State of the art contact centers offering quality & cost effective multilingual solutions

Capacity and scalability to match your growing business needs

Delivering consistent outstanding customer care from multiple channels

Achieving goals that matter to you with advanced data intelligence and analytics

Creative group of experts with flexibility & responsiveness

State of the art contact centers offering quality & cost effective multilingual solutions

Capacity and scalability to match your growing business needs

Achieving goals that matter to you with advanced data intelligence and analytics

Creative group of experts with flexibility & responsiveness

Delivering consistent outstanding customer care from multiple channels

Ecco Group Location

Ecco Group has conducted significant due diligence when developing our geographical footprint. Close consideration of education levels, bilingual skills, labor rates, attrition rates, industry saturation, and proximity has all been taken into account when building our state of the art locations.

U.S.A.
Deerfield Beach
U.S.A.
Sanford
Dominican
Republic
Mexico
City
Virtual
Contact Center
U.S.A.
Deerfield Beach

Deerfield Beach

  • 400 Fairway Drive Suite 101 Deerfield Beach FL 33442

Ecco Group has been operating out of our state of the art facility since 2008.

  • Diverse group of bilingual contact center agents.
  • Scalable labor force with competitive unemployment and cost of living rates.
  • Lowest attrition rates for major metro area in the country; averaging 6-8%.
  • Redundant infrastructure with shared resources across both locations.
  • High quality / low-cost domestic solution.
  • Secured and branded production areas that are customized for each client and program.
  • Client office space, state of the art conference rooms, soundproof cubicles with dual monitors and training centers that simulate live production and nesting.
U.S.A.
Sanford

Sanford, Florida

  • 1642 W Airport blvd Sanford FL 32773

Ecco Group opened our second US site in historic Sanford, FL in 2020.

  • Tier 2 community that is located just 30 miles north of Orlando, Florida.
  • Career oriented agent population with attrition rates that are below industry average.
  • Scalable, state of the art facility
  • In state redundancy and expansion capabilities
  • Labor rates attract the highest caliber of agent with significant cost savings passed to our clients.
Dominican
Republic

Santiago, Dominican Republic

  • Hostos Street No. 22 Santiago De Los Caballeros 51000, DR.

Ecco has been operating out of Santiago, the second largest city in the Dominican Republic since 2007. Our close ties to the government simplifies doing business in paradise.

  • The city is one of the most economically developed cities in Latin America with a population of 1.2 million in the greater metropolitan area.
  • Santiago is home to several universities and other higher learning institutions which have been teaching English language courses for over 50 years.
  • Santiago and the Dominican Republic enjoy a modern and extensive telecommunications system liberalized in the late 1990s. This has attracted numerous call centers in recent years. Santiago not only has an excellent telecommunications infrastructure but also a sizeable bilingual population that speaks fluent English.
  • The international airport that serves the city is Santiago Municipal Airport, which has daily direct flights to the US. Travel from central and South Florida to our contact center can be done in under 3 hours.
  • The average temperature in Santiago varies little, (75-85 degrees F) because the tropical trade winds help mitigate the heat and humidity throughout the year. Also, because of its location in the mountain ranges, Santiago realizes the least amount of hurricane activity in the Caribbean.
Mexico
City

Mexico City, Mexico

  • Navarro #210 Col. Doctores Alcaldía Cuauhtemoc CDMX 06720, Mexico.

Ecco Group has been operating out of our state of the art facility in Mexico City since 2019. Mexico City is one of the most influential financial countries in the American continent and is globally acknowledged for its economic stability and vast culture.

  • Mexico City and its surrounding municipalities make it the second-largest metropolitan area in the world, with a population of 20+ million. A large population of Mexico City is fully bilingual and bicultural, making them a prepared and talented recruitment pool.
  • English is mandatory in all Mexican schools from seventh grade. Most private schools start in preschool.
  • Mexican contact center workers average 48 hours of weekly production.
  • One of the primary advantages of Mexico City is the low labor cost, reducing costs by 75%.
  • Call center positions are considered to be career positions in Mexico City. Attrition rates average about 75% less than that of United States.
  • Mexico City is in the Central time zone, just 1 to 3 hours away from the United States, with direct flights from major US cities.
Virtual
Contact Center

Virtual Contact Center

Ecco Group virtual contact center network and platform helps you sustain and grow during these critical times.

  • Our solutions are designed to maximize growth opportunities when and where you need, starting by delivering top-tier customer sales support and service and expanding to tech infrastructure and security
  • Virtual, scalable, bilingual workforce to ensure nonstop, flexible and responsive service
  • Create a customer service workforce educated in your brand with CX best practices that ensures the best outcomes for your customers and their experiences with your brand
  • Ecco is a partner dedicated and capable of delivering high-quality agents, immersed in your products and services whose primary goal is to provide the best customer experience in the industry.

Ecco Group’s contact centers have received the following security certifications

Get in touch

Please reach out to one of our experts to discuss how we can customize a turn key customized solution for all of your customer support needs.

  • Address
    400 Fairway Drive Deerfield Beach, FL 33441

  • Call Us
    319-239-7959

  • Email Us
    info@Eccogroupusa.com