EPIC Connections Overview

Taking the Guesswork Out of Outsourcing

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The EPIC Connections Advantage

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 to

ensure long-term success Servicing more than 150 clients

since 2003

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EPIC Solutions

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

• Communications• Healthcare• Technology• Financial• Retail• Travel/Hospitality• Transportation• Manufacturing• Energy & Utilities• Political• Non-Profit

Programs

• Sales• Customer Care• Technical Support• Back Office• Direct Response• After Hours &

Overflow Support• Language

Support• Appt. Setting• Fund Raising

Multi-Channel

• Email, Phone, IVR & Chat

• Direct Mail• Media• Fulfillment Global Delivery

• Onshore, Near Shore, Offshore & @Home Agents

Services

• Hosted Technology

• SaaS• Direct Marketing• Lead

Management• Credit Card

Processing• Analytics• Training• Fulfillment

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Outsourcers(Including Hosted Technology)

• Lower Costs Labor Costs Overhead Up-front Investment Staffing Efficiencies Agent Productivity Resolution Rates Self-Service

• Solve Challenges• Scalability & Flexibility• Specialization & Expertise

• Improve Performance Improve Customer

Satisfaction Agent Performance Standardization Advanced Technology Voice of the Customer

Feedback

Enabling Competitive Advantages

Company• Lower Costs to Compete with Price Pressures• Improve the Customer

Experience• Increase Speed to Market • Product/Service

Improvements

Why Outsource

Creating Competitive Advantages Through Outsourcing

EPIC ensures companies get their desired value from outsourcing

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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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Selection Process

How Do You Choose the RIGHT Outsourcer

Industry Expertise Communications ♦ Healthcare ♦ Finance & Insurance ♦ Retail ♦ 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 Condition Stability ♦ Equity Partner ♦ Growth/Decline ♦ Public/Private

Reputation Demonstrated Expertise ♦ References ♦ Culture ♦ Management Experience

Solution DesignSolution Design

No one outsourcer can do it all EPIC chooses a provider based upon

a client’s specific requirements

Orange Text = Client Requirements

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The EPIC Connections Process

EPIC process helps companies avoid the pitfalls of outsourcing

EPIC takes the selection process from 3-6 months to 3-6 weeks

• Current Situation

• Requirements• Objectives &

Expectations

EPIC’s Proven Methodology to Ensure Success

Discovery & Analysis

• Core Competencies, Capabilities, Capacities

• Application Expertise

• Track Record of Success

Contact Center Alignment

• Proposals• Presentations• Site Visits

SolutionPresentation

• Proposal Review

• Contract Development

Decision Assistance & Negotiation

• Expectations Analysis

• Knowledge Transfer

• Resource Alignment

Implementation Oversight

• Ensure SLA’s, & KPI’s are Met

• Participate in Reviews & Action Plans

• Customer Experience Monitoring

Program Management

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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 cost structure that drives

performance Ensure sufficient knowledge transfer between the parties Establish an excellent communication structure and

good working relationship with your provider Ensure flexibility by the outsourcer to meet your specific

business needs.

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Bill PieperEPIC Connections

402.496.7007bpieper@epicconnect.com

Thank You