ECHO Contact Center
ECHO Contact Center is a privately held, bootstrapped outsourced contact center founded in 2001 in Ljubljana, Slovenia, operating own centers in Slovenia, Croatia, and Serbia to deliver 24/7 multi-channel customer communication to 100+ enterprise and mid-market clients across CEE and the English-speaking world.
- Company typePrivate
- Founded2001
- HeadquartersLjubljana, Slovenia
- Headcount11–50
- GTM typeB2B
- OfferingServices
What ECHO Contact Center does
ECHO Contact Center is a privately held, bootstrapped outsourced contact center operator founded in 2001 in Ljubljana, Slovenia, and organized through wholly-owned subsidiaries in Croatia (ECHO CENTAR d.o.o., Zagreb) and Serbia (ECHO CENTAR d.o.o., Belgrade). The company delivers 24/7/365 inbound and outbound customer communication across voice, email, chat, SMS, and fax channels for enterprise and mid-market clients in Central and Eastern Europe and the English-speaking world. Named customers span retail (Hervis, Merkur, Beko, Big Bang), insurance (Allianz, Acredia), industrial (Heineken, BSH, Otis, Schindler, Kone), hearing aids (Neuroth), logistics (Automatic Servis), and public sector (HZJZ), with several relationships exceeding 7-10 years.
The service is delivered through a proprietary technology stack centered on a CXM/CRM platform and an Asterisk-based private-cloud telephony infrastructure supporting ISDN, SIP, H.323, and IAX protocols, with 400+ telephone numbers, 200+ voice channels, and 80+ workstations across 11,000+ sq ft of owned office space. Client integrations run over VPN (IPSec), RDP/Citrix, or HTTPS, enabling agents to operate behind client branding. Reported operational KPIs include 85% first-contact resolution, >95% calls answered, >90% full-time agents, 50,000+ monthly calls/chats, ~10,000 monthly emails, and 5,000 outbound calls/day during campaigns, with 250+ projects and 5M+ lifetime contacts across 20 years.
The business model is a tiered subscription-plus-usage structure priced per active work minute, with monthly plans ranging from $704 (900 minutes) to $6,768 (12,000 minutes) and custom pricing above 30,000 minutes, supplemented by per-minute overage fees. Go-to-market is direct enterprise sales supported by multi-language websites (US, GB, SI, HR, RS) and SEO; there are no channel partners or marketplace listings. No external funding rounds, investors, M&A, or leadership changes are disclosed, indicating an organically grown, owner-managed SME.
ECHO Contact Center firmographics
Firmographics- Name
- ECHO Contact Center
- Legal name
- ECHO CENTER d.o.o.
- Website
- https://echocenter.com
- Company type
- Private
- Founded year
- 2001
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- ECHO Contact Center is a privately held, bootstrapped outsourced contact center founded in 2001 in Ljubljana, Slovenia, operating own centers in Slovenia, Croatia, and Serbia to deliver 24/7 multi-channel customer communication to 100+ enterprise and mid-market clients across CEE and the English-speaking world.
- Ownership category
- akta.pro rank
ECHO Contact Center industry classification
Industry- Product category
- Outsourced Contact Center Services
- NAICS
- Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)
- SIC
- Services-Management Services (8741)
- akta.pro primary industry
- General Customer Service & Contact Center Operations (BPAAAAAA)
- akta.pro secondary industries
- Appointment Scheduling & Service Dispatch Support (BPAAABAO), General Customer Service (Order/Account/Inquiries) (BPAAABAA), Order Management & Customer Fulfillment Support (BPAAAAAE), Technical Support & Helpdesk Contact Centers (BPAAAAAI), Appointment Setting, Dispatch & Scheduling Centers (BPAAAAAD)
Keywords
Where ECHO Contact Center is headquartered
LocationHeadquarters
- HQ city
- Ljubljana
- HQ country
- Slovenia
- HQ region
- Europe
Offices3 records
Markets served
ECHO Contact Center business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales
Revenue model
- Outsourced Contact Center Services (Subscription + Usage): Echo charges clients based on a combination of monthly subscription plans (bundled active work minutes) plus per-minute usage fees for additional minutes beyond the plan threshold. Pricing is tiered by monthly minute volume and service complexity. All plans include monthly reporting, standard availability, real-time contact detail access, optional call recording, email notifications, CRM application design and maintenance, initial agent training, phone number, and workforce provision.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | 900 minutes/month – entry-level plan |
| Subscription | Monthly | 1,800 minutes/month – growth plan |
| Subscription | Monthly | 3,000 minutes/month – professional plan |
| Subscription | Monthly | 6,000 minutes/month – business plan |
| Subscription | Monthly | 12,000 minutes/month – enterprise plan |
| Subscription | Monthly | 30,000+ minutes/month – custom volume plan |
Distribution channels1 record
Marketing channels3 records
ECHO Contact Center product offering
Product offeringCore offering
ECHO Contact Center is an outsourced contact center services provider operating own facilities in Ljubljana (Slovenia), Zagreb (Croatia), and Belgrade (Serbia), handling inbound and outbound customer interactions 24/7/365 across voice, email, live chat, SMS, and fax on behalf of business clients. The service portfolio, sold under the "Echoing Solutions" brand, includes inbound call handling, outbound campaigns, multi-channel communication, technical support, after-sales follow-up, order processing, appointment scheduling, dispatch management, complaint handling, mystery shopping, market research, outsourced secretarial work, late-payment reminders, problem reporting, and general information provision, all powered by a proprietary CRM/CXM platform and an Asterisk-based private cloud telephony infrastructure so customers are unaware they are speaking with an outsourced provider.
Product overview
ECHO Contact Center offers a comprehensive outsourced contact center service under the 'Echoing Solutions' brand. The offering is structured as a portfolio of modular service components that can be combined based on client needs: inbound call handling services, outbound calling campaigns, multi-channel communication (calls, email, chat, SMS, fax), and specialized services including technical support, order processing, appointment scheduling, dispatch management, complaint handling, mystery shopping, and market research. The service operates on the company's proprietary CXM (Customer Experience Management) platform built on Asterisk-based telephone infrastructure with private cloud deployment. Key differentiators include 24/7 availability, dedicated agent training using 'train the trainer' methodology, and the ability for customers to remain unaware they are interacting with an outsourced provider. The company operates its own contact centers in Ljubljana (Slovenia), Zagreb (Croatia), and Belgrade (Serbia), providing services in local languages and English.
Differentiator
Problem solved
Functional benefit
Products and services
- Echoing Solutions - Inbound Services Inbound customer contact handling service for business clients, covering incoming call answering, message taking, overflow call management, and 24/7 availability. Calls are handled on behalf of the client so that the end customer does not perceive they are speaking to an outsourced provider.
- Echoing Solutions - Outbound Services Outbound calling services for business clients including customer satisfaction surveys, telemarketing, promotional calls, event invitations, debt collection reminders, and market research campaigns, with capacity for high-volume daily outbound dialing.
- Echoing Solutions - Multi-Channel Communication Services Multi-channel customer communication service providing inbound and outbound voice, email, live chat, SMS messaging, and fax handling. Agents communicate using the client's brand identity including client email addresses, company name, and logo so the channel appears native to the client.
- Echoing Solutions - Technical Support Services Phone- and internet-based technical support service where agents handle straightforward technical issues directly and route complex queries to client experts. Targets business clients needing outsourced Tier-1 product or service support.
- Echoing Solutions - After-Sale Activities Post-purchase customer follow-up service including satisfaction checks, cross-sell of additional services, assembly or installation assistance, and general product-usage advice. Designed for business clients wanting structured after-sales engagement.
- Echoing Solutions - Order Processing Services Order acceptance and payment processing service carried out on behalf of business clients, including guiding customers through online sales processes and organizing deliveries.
- Echoing Solutions - Appointment Scheduling Services Appointment booking service for business clients including online appointment diary setup, booking creation and editing, and outsourced reception. Used for medical appointments, restaurant bookings, travel agency bookings and similar use cases.
- Echoing Solutions - Dispatch Center Services Workforce and equipment dispatch service organizing field resources to appropriate sites. Suited to fast-shipment, food delivery, taxi services, and online stores that need a 24/7 dispatch capability.
- Echoing Solutions - Customer Complaints Handling Professional customer complaint handling across all communication channels for business clients, designed to provide efficient and constructive resolution that protects and enhances customer experience and brand reputation.
- Echoing Solutions - Mystery Shopping Services Mystery calls and interactions used to verify and validate the professionalism, kindness, propriety, and efficiency of client-facing staff on behalf of business clients.
- Echoing Solutions - Market Research Services Marketing, competition, brand, and product research using CATI (Computer Assisted Telephone Interviewing) on behalf of business clients. Supports temperature checks, opinion polling, and campaign-feedback research.
- Echoing Solutions - Outsourced Secretarial Services Outsourced secretarial and reception service for business clients covering meeting organization, call reception during executive absences, and call routing to the appropriate person or department.
- Echoing Solutions - Late Payment Reminder Services Polite but persuasive phone-based past-due invoice reminders carried out on behalf of business clients, positioned as a more personal and efficient alternative to formal written dunning notices.
- Echoing Solutions - Problem Reporting Services 24/7 customer problem reporting service especially suited to maintenance and intervention businesses, with quick resolution supported by service process tracking and monitoring.
- Echoing Solutions - General Information Service Customer-facing general information service handling product, service, business hours, contact, feature, sales-condition, and promotional campaign inquiries on behalf of business clients.
Quantifiable outcome
- 30-80% cost reduction compared to maintaining an in-house contact center (depending on volume of contacts)
- +5 more outcomes
Companies that use ECHO Contact Center
Customer profileNamed customers25 records
Segments3 records
Ideal customer profiles1 record
ECHO Contact Center technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature4 records
ECHO Contact Center partnerships and signals
Strategic signalScale indicators12 records
Recent moves4 records
Expansion highlights4 records
ECHO Contact Center competitors and assessment
Company assessmentBroad incumbents
- Foundever (formerly Sitel/Sykes): Global CX/BPO provider offering customer care, technical support, and sales across 45+ countries with strong European presence. Same outsourced contact-center business model as ECHO with much larger scale and broader vertical coverage.
- Arvato (Bertelsmann): Major European BPO subsidiary of Bertelsmann offering customer service, financial services, and supply chain management across 40+ countries. Overlaps with ECHO on outsourced CX work but operates at much larger scale and broader service scope.
- Concentrix: Global CX/BPO and customer-relationship-management technology provider serving enterprise clients across multiple verticals. Directly comparable in offering (inbound/outbound, technical support, order management) but with significantly larger seat count, more geographies, and AI-platform investments ECHO lacks.
- Teleperformance: World's largest outsourced customer experience management company, offering multilingual voice, digital, and back-office services across 90+ countries. Closest direct competitor in business model (outsourced omnichannel contact center), but at vastly greater scale and geographic breadth than ECHO.
- TTEC (TeleTech Holdings): US-headquartered CX/digital customer-management BPO with global delivery centers and proprietary CX technology. Competes for the same mid-to-large enterprise outsourcing RFPs that ECHO targets, with deeper pockets for AI/automation investment.
- Majorel (now part of Teleperformance): Global CX/BPO company with strong presence in EMEA (Croatia, Serbia, and other CEE delivery hubs) and broad enterprise vertical coverage. Direct competitor for the same multilingual European outsourced contact-center contracts ECHO serves.
Direct peers
- VXI Global Solutions: US/global BPO providing customer care, technical support, and sales across voice and digital channels for enterprise clients. Comparable mid-market outsourced contact-center operator competing in the same enterprise RFP pool as ECHO.
- IBEX Limited: Mid-market global BPO/CX provider focused on end-to-end customer engagement solutions for enterprise clients. Similar size tier to ECHO with comparable inbound/outbound, technical support, and order management services but broader geographic reach.
- Competence Call Center: Austrian/German-headquartered outsourced contact-center operator with delivery hubs across Europe including CEE. Closest mid-market European peer to ECHO in scale, business model, and CEE nearshore positioning for German-speaking and English-speaking enterprise clients.
- Transcom Worldwide: European-headquartered outsourced customer-contact and CX services provider with operations across Europe, the Americas, and APAC. Directly comparable omnichannel offering (voice, email, chat, technical support) with a stronger pan-European footprint than ECHO.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights6 records
Customer concentration
ECHO Contact Center social profiles
Digital presenceECHO Contact Center financial estimates
Financial estimateRevenue estimate
Valuation estimate
ECHO Contact Center leadership team
Management profileNumber of profiles
ECHO Contact Center subsidiaries and ownership
Company hierarchySubsidiaries3 records
ECHO Contact Center funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
ECHO Contact Center M&A and investment
M&A and investmentM&A
Investments1 record
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about ECHO Contact Center
What does ECHO Contact Center do?
ECHO Contact Center is an outsourced contact center services provider operating own facilities in Ljubljana (Slovenia), Zagreb (Croatia), and Belgrade (Serbia), handling inbound and outbound customer interactions 24/7/365 across voice, email, live chat, SMS, and fax on behalf of business clients. The service portfolio, sold under the "Echoing Solutions" brand, includes inbound call handling, outbound campaigns, multi-channel communication, technical support, after-sales follow-up, order processing, appointment scheduling, dispatch management, complaint handling, mystery shopping, market research, outsourced secretarial work, late-payment reminders, problem reporting, and general information provision, all powered by a proprietary CRM/CXM platform and an Asterisk-based private cloud telephony infrastructure so customers are unaware they are speaking with an outsourced provider.
Is ECHO Contact Center a public or private company?
ECHO Contact Center is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was ECHO Contact Center founded?
ECHO Contact Center was founded in 2001. It employs 11 to 50 people.
Where is ECHO Contact Center based?
ECHO Contact Center is headquartered in Ljubljana, Slovenia, in the Europe region.
How does ECHO Contact Center make money?
One revenue line is on record: outsourced Contact Center Services (Subscription + Usage).
Who are ECHO Contact Center's main competitors?
Broad incumbents on record are Foundever (formerly Sitel/Sykes), Arvato (Bertelsmann), Concentrix, Teleperformance, TTEC (TeleTech Holdings) and Majorel (now part of Teleperformance). Direct peers are VXI Global Solutions, IBEX Limited, Competence Call Center and Transcom Worldwide.
Does ECHO Contact Center have an API?
No public API is recorded for ECHO Contact Center.
What industry is ECHO Contact Center in?
ECHO Contact Center's product category is Outsourced Contact Center Services. Its primary akta.pro industry code is BPAAAAAA, General Customer Service & Contact Center Operations, with a secondary code of BPAAABAO, Appointment Scheduling & Service Dispatch Support. Its NAICS code is 56142 and its SIC code is 8741.