EPIC Response provides customer engagement consulting services to help companies address common problems like retaining customers, reducing costs, adapting to new technologies, and selecting the right contact center partners. They offer four macro solutions - lowering costs, driving loyalty, improving multichannel customer experiences, and improving client-partner communication. EPIC evaluates clients' needs and provides strategic recommendations, helps optimize technologies, and develops customer experience strategies. They also take the guesswork out of outsourcing by screening partners, negotiating deals, and providing program oversight to ensure long-term success. EPIC's proven methodology helps clients avoid outsourcing pitfalls by aligning them with the right partner based on their specific industry, functions, channels, geography, size, pricing
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?
Whats my next move?
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3. EPICS 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 clients 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
EPICs 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
clients 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. EPICs 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 SLAs, &
Situation Competencies, Presentations Review Analysis KPIs 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 EPICs services.
It is an assessment of the programs performance from a
third partys point of view.
EPIC determines what is driving customer behavior for
sales and customer satisfaction.
Provides voice of the customer information about
clients 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 providers 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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