Meet Nicola — Why First Contact Matters
Behind the video: meet Nicola, our Call Centre Manager. Why we keep customer service in-house and why first contact is everything.
Watch the video first
📺 Meet The Team — Nicola, Call Centre Manager (0:56)
Why first contact is everything
Most renewable energy companies outsource their first-line response — to call centres, to website chatbots, to overseas sales teams. We don't.
When you call 03330 384 380, you speak to Nicola or one of our directly-employed customer service team in Livingston. They have direct access to our engineers, our surveyors, our directors.
Why this matters
- Faster answers — internal team, internal knowledge base, no scripted gatekeeping
- No commission pressure — our team isn't paid per lead booked
- Real follow-through — your call is logged in the same system our install team uses
- Genuine local knowledge — Nicola knows West Lothian, knows the conservation areas, knows which postcodes are SP Energy Networks vs SSEN
What you can ask on first call
- Indicative cost for your specific property
- HES grant + loan eligibility check
- ECO4 means-test screening
- DNO and planning considerations for your postcode
- Realistic timeline expectations
If we can't answer right away, we book a follow-up — and we follow up.
How to reach us
- Phone: 03330 384 380 (Mon-Fri 09:00-18:00)
- Email: enquiries@ecoaim.co.uk
- Online: Get a quote
- Callback: Request a callback
We aim to respond to every enquiry within one working hour during office hours.
Call 03330 384 380 or get a quote online — survey + quote within 24 hours.
Want to see more real installs? Watch our other YouTube videos and read the full deep-dives.
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