2. EPIC Response solves tough problems for industry leaders
“How do I hold onto my best
customers?”
“How can I lower my cost of
customer care?”
“How do I adjust to customers
who use portable computing
tools?”
“Should I find a new contact
center with different technology
or better agents?”
“What’s my next move?”
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3. EPIC’S FOUR MACRO SOLUTIONS
LOWER COSTS
analyze process inefficiencies
Escort clients into the DRIVE LOYALTY
MULTICHANNEL by improving the inbound
MARKETPLACE customer experience
IMPROVE COMMUNICATION
between client and contact center so
outcomes are more strategic and actionable
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4. FULL SPECTRUM CAPABILITIES
Identify
cost- savings
opportunities
Strategic Adapt to
planning the new
Emotile
customer
Technology
optimization Integrate
multiple
channels
Develop a customer
experience
strategy
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5. Taking the Guesswork Out of Outsourcing
Providing no-cost advisory services to clients
Offering a consultative and streamlined outsourcing
provider selection process
Aligning a client’s specific outsourcing requirements
with the right provider
Working with a global network of over 175 screened
outsourcing providers
Negotiating more competitive rates
Providing program oversight and a customer
interaction diagnostic ensure
long-term success
Servicing more than 250 clients since 2003
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6. Taking the Guesswork Out of Outsourcing
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.
Verticals Programs Multi- Services
Channel
• Communications • Sales • Hosted
• Healthcare • Customer Care • Email, Phone, IV Technology
• Technology • Technical R & Chat • SaaS
• Financial Support • Direct Mail • Direct Marketing
• Retail • Back Office • Social Media • Lead
• Travel/Hospitality • Direct Response • Fulfillment Management
• Government • After Hours & • Credit Card
• Manufacturing Overflow Global Processing
• • Analytics
Energy & Utilities Support Delivery
• Political • Language • Training
• Non-Profit Support • Onshore, Near • Fulfillment
• Advocacy Shore, Offshore
• Fund Raising & @Home
Agents
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7. How Do You Choose the RIGHT Outsourcer
With over 4,000 available
outsourcers, how do you find
the right combination of
capabilities that fit your needs?
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8. How Do You Choose the RIGHT Outsourcer
No one outsourcer can do it all
EPIC chooses a provider based upon a
client’s specific requirements
Communications ♦ Healthcare ♦ Finance & Insurance ♦ Retail ♦
Industry Expertise Government ♦ Technology ♦ Travel ♦ Auto ♦ Manufacturing ♦
Function Acquire ♦ On Board ♦ Care ♦ Technical Support ♦ Retention
Multi-Channel Phone ♦ Chat ♦ Email ♦ IVR ♦ Web site ♦ Social Media
Geography Onshore ♦ Near Shore ♦ Offshore ♦ @Home Agents
Size Global Provider ♦ Tier Two ♦ Boutique
Pricing Per Hour ♦ Per Minute ♦ Per Call ♦ Results Based Pricing
Financial
Stability ♦ Equity Partner ♦ Growth/Decline ♦ Public/Private
Condition
Demonstrated Expertise ♦ References ♦ Culture ♦
Reputation Management Experience
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9. EPIC’s Proven Methodology to Ensure Success
The EPIC Response Process
Contact Decision
Discovery & Solution Implementation Program
Center Assistance &
Analysis Presentation Oversight Management
Alignment Negotiation
• Current • Core • Proposals • Proposal • Expectations • Ensure SLA’s, &
Situation Competencies, • Presentations Review Analysis KPI’s are Met
• Requirements Capabilities, • Contract • Knowledge • Perform
• Site Visits
Capacities Development Transfer Customer
• Objectives &
• Application • Resource Interaction
Expectations
Expertise Alignment Diagnostic
• Track Record • Provide Insight
of Success into the
Customer
EPIC process helps companies avoid the pitfalls of outsourcing Experience
EPIC takes the selection process from 3-6 months to 3-6 weeks
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10. Program Management
Program management is included in EPIC’s services.
It is an assessment of the program’s performance from a
third party’s point of view.
EPIC determines what is driving customer behavior for
sales and customer satisfaction.
Provides voice of the customer information about
client’s products/services, offers, scripts, policies and
procedures.
Enables both the client and its outsourcing partner to
better understand the customer and improve customer
interactions and program performance.
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11. EPIC Takes the Guesswork Out of Outsourcing
EPIC will….
Establish appropriate service levels and benchmarking
Select a provider according to its core competency
Align the provider’s company culture with your own
Create an effective structure that drives performance
Ensure sufficient knowledge transfer between the
parties
Establish an excellent communication and working relationship
with your provider
Ensure flexibility by the outsourcer to meet your specific
business needs
Provide insight into the voice of the customer
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12. EPIC RESPONSE IS UNIQUE
Veterans
with vision
Experience Foresight
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