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customer engagement consultants

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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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LOWER COSTSanalyze process inefficiencies

DRIVE LOYALTYby improving the inbound

customer experience

IMPROVE COMMUNICATIONbetween client and contact center so

outcomes are more strategic and actionable

Escort clients into theMULTICHANNEL

MARKETPLACE

EPIC’S FOUR MACRO SOLUTIONS

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FULL SPECTRUM CAPABILITIES

Identify cost- savings

opportunitiesAdapt tothe new

Emotile customer

Integratemultiplechannels

Develop a customer experience

strategy

Technology optimization

Strategicplanning

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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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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

• Communications

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

Programs

• Sales• Customer

Care• Technical

Support• Back Office• Direct

Response• After Hours &

Overflow Support

• Language Support

• Advocacy• Fund Raising

Multi-Channel

• Email, Phone, IVR & Chat

• Direct Mail• Social 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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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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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

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

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EPIC’s Proven Methodology to Ensure Success

The EPIC Response Process

EPIC process helps companies avoid the pitfalls of outsourcing

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

• 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

• Perform Customer Interaction Diagnostic

• Provide Insight into the Customer Experience

Program Management

Discovery & Analysis

• Current Situation

• Requirements• Objectives &

Expectations

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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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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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EPIC RESPONSE IS UNIQUE

Veterans with vision

Experience Foresight