EPIC Connections Overview

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EPIC Connections Overview

  1. 1. Taking the Guesswork Out of Outsourcing<br />
  2. 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. 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. 4. Healthcare
  5. 5. Technology
  6. 6. Financial
  7. 7. Retail
  8. 8. Travel/Hospitality
  9. 9. Transportation
  10. 10. Manufacturing
  11. 11. Energy & Utilities
  12. 12. Political
  13. 13. Non-Profit</li></ul>Programs<br /><ul><li>Sales
  14. 14. Customer Care
  15. 15. Technical Support
  16. 16. Back Office
  17. 17. Direct Response
  18. 18. After Hours & Overflow Support
  19. 19. Language Support
  20. 20. Appt. Setting
  21. 21. Fund Raising</li></ul> Multi-Channel<br /><ul><li>Email, Phone, IVR & Chat
  22. 22. Direct Mail
  23. 23. Media
  24. 24. Fulfillment</li></ul>Global Delivery<br /><ul><li>Onshore, Near Shore, Offshore & @Home Agents</li></ul>Services<br /><ul><li>Hosted Technology
  25. 25. SaaS
  26. 26. Direct Marketing
  27. 27. Lead Management
  28. 28. Credit Card Processing
  29. 29. Analytics
  30. 30. Training
  31. 31. Fulfillment</li></li></ul><li>4<br />Outsourcers(Including Hosted Technology)<br /><ul><li>Lower Costs
  32. 32. Labor Costs
  33. 33. Overhead
  34. 34. Up-front Investment
  35. 35. Staffing Efficiencies
  36. 36. Agent Productivity
  37. 37. Resolution Rates
  38. 38. Self-Service
  39. 39. Solve Challenges
  40. 40. Scalability & Flexibility
  41. 41. Specialization & Expertise
  42. 42. Improve Performance
  43. 43. Improve Customer Satisfaction
  44. 44. Agent Performance
  45. 45. Standardization
  46. 46. Advanced Technology
  47. 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. 48. Increase Speed to Market
  49. 49. Product/Service Improvements</li></ul>EPIC ensures companies get their desired value from outsourcing<br />
  50. 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. 51. 6<br />Selection Process<br />How Do You Choose the RIGHT Outsourcer<br /><ul><li>No one outsourcer can do it all
  52. 52. EPIC chooses a provider based upon a client’s specific requirements</li></ul>Solution Design<br />Orange Text = Client Requirements<br />
  53. 53. 7<br />Contact <br />Center Alignment<br />Decision Assistance & Negotiation <br />Program Management <br />Solution<br />Presentation<br />Implementation Oversight <br /><ul><li>Expectations Analysis
  54. 54. Knowledge Transfer
  55. 55. Resource Alignment
  56. 56. Ensure SLA’s, & KPI’s are Met
  57. 57. Participate in Reviews & Action Plans
  58. 58. Customer Experience Monitoring
  59. 59. Proposal Review
  60. 60. Contract Development
  61. 61. Core Competencies, Capabilities, Capacities
  62. 62. Application Expertise
  63. 63. Track Record of Success
  64. 64. Proposals
  65. 65. Presentations
  66. 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 & Analysis<br /><ul><li>Current Situation
  67. 67. Requirements
  68. 68. Objectives & 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. 69. 9<br />Thank You<br />Bill Pieper<br />EPIC Connections<br />402.496.7007<br />bpieper@epicconnect.com<br />

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