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EPIC Connections Overview
EPIC Connections Overview
EPIC Connections Overview
EPIC Connections Overview
EPIC Connections Overview
EPIC Connections Overview
EPIC Connections Overview
EPIC Connections Overview
EPIC Connections Overview
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EPIC Connections Overview

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  • 1. Taking the Guesswork Out of Outsourcing<br />
  • 2. 2<br />The EPIC Connections Advantage<br />Providing no-cost advisory services to clients<br />Offering a consultative and streamlined outsourcing provider selection process<br />Aligning a client’s specific outsourcing requirements with the right provider<br />Working with a global network of over 175 screened outsourcing providers<br />Negotiating more competitive rates<br />Providing program oversight to ensure long-term success<br />Servicing more than 150 clients since 2003<br />
  • 3. 3<br />EPIC Solutions<br />EPIC’s large global network of business process outsourcers provides a diverse set of services. We have screened each provider for quality and expertise and we renew them on an annual basis. <br />Verticals<br /><ul><li>Communications
  • 4. Healthcare
  • 5. Technology
  • 6. Financial
  • 7. Retail
  • 8. Travel/Hospitality
  • 9. Transportation
  • 10. Manufacturing
  • 11. Energy &amp; Utilities
  • 12. Political
  • 13. Non-Profit</li></ul>Programs<br /><ul><li>Sales
  • 14. Customer Care
  • 15. Technical Support
  • 16. Back Office
  • 17. Direct Response
  • 18. After Hours &amp; Overflow Support
  • 19. Language Support
  • 20. Appt. Setting
  • 21. Fund Raising</li></ul> Multi-Channel<br /><ul><li>Email, Phone, IVR &amp; Chat
  • 22. Direct Mail
  • 23. Media
  • 24. Fulfillment</li></ul>Global Delivery<br /><ul><li>Onshore, Near Shore, Offshore &amp; @Home Agents</li></ul>Services<br /><ul><li>Hosted Technology
  • 25. SaaS
  • 26. Direct Marketing
  • 27. Lead Management
  • 28. Credit Card Processing
  • 29. Analytics
  • 30. Training
  • 31. Fulfillment</li></li></ul><li>4<br />Outsourcers(Including Hosted Technology)<br /><ul><li>Lower Costs
  • 32. Labor Costs
  • 33. Overhead
  • 34. Up-front Investment
  • 35. Staffing Efficiencies
  • 36. Agent Productivity
  • 37. Resolution Rates
  • 38. Self-Service
  • 39. Solve Challenges
  • 40. Scalability &amp; Flexibility
  • 41. Specialization &amp; Expertise
  • 42. Improve Performance
  • 43. Improve Customer Satisfaction
  • 44. Agent Performance
  • 45. Standardization
  • 46. Advanced Technology
  • 47. Voice of the Customer Feedback</li></ul>Creating Competitive Advantages Through Outsourcing<br />Enabling Competitive Advantages<br />Why Outsource<br />Company<br /><ul><li> Lower Costs to Compete</li></ul> with Price Pressures<br /><ul><li> Improve the Customer Experience
  • 48. Increase Speed to Market
  • 49. Product/Service Improvements</li></ul>EPIC ensures companies get their desired value from outsourcing<br />
  • 50. 5<br />How Do You Choose the RIGHT Outsourcer<br /> With over 4,000 available outsourcers, how do you find the right combination of capabilities that fit your needs? <br />
  • 51. 6<br />Selection Process<br />How Do You Choose the RIGHT Outsourcer<br /><ul><li>No one outsourcer can do it all
  • 52. EPIC chooses a provider based upon a client’s specific requirements</li></ul>Solution Design<br />Orange Text = Client Requirements<br />
  • 53. 7<br />Contact <br />Center Alignment<br />Decision Assistance &amp; Negotiation <br />Program Management <br />Solution<br />Presentation<br />Implementation Oversight <br /><ul><li>Expectations Analysis
  • 54. Knowledge Transfer
  • 55. Resource Alignment
  • 56. Ensure SLA’s, &amp; KPI’s are Met
  • 57. Participate in Reviews &amp; Action Plans
  • 58. Customer Experience Monitoring
  • 59. Proposal Review
  • 60. Contract Development
  • 61. Core Competencies, Capabilities, Capacities
  • 62. Application Expertise
  • 63. Track Record of Success
  • 64. Proposals
  • 65. Presentations
  • 66. Site Visits</li></ul>EPIC’s Proven Methodology toEnsure Success<br />The EPIC Connections Process <br />EPIC process helps companies avoid the pitfalls of outsourcing<br />EPIC takes the selection process from 3-6 months to 3-6 weeks<br />Discovery &amp; Analysis<br /><ul><li>Current Situation
  • 67. Requirements
  • 68. Objectives &amp; Expectations</li></li></ul><li>8<br />EPIC Takes the Guesswork Out of Outsourcing<br />EPIC Will….<br />Establish appropriate service levels and benchmarking<br />Select a provider according to its core competency <br />Align the provider’s company culture with your own <br />Create an effective cost structure that drives performance<br />Ensure sufficient knowledge transfer between the parties<br />Establish an excellent communication structure and good working relationship with your provider<br />Ensure flexibility by the outsourcer to meet your specific business needs.<br />
  • 69. 9<br />Thank You<br />Bill Pieper<br />EPIC Connections<br />402.496.7007<br />bpieper@epicconnect.com<br />

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