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.