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customer engagement consultants
                                  1
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?

                                                      2
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



                                                                                   3
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

                                               4
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

                                                           5
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


                                                                                     6
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?




                                                7
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


                                                                                    8
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




                                                                                                         9
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.




                                                              10
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



                                                                   11
EPIC RESPONSE IS UNIQUE


                Veterans
                with vision




   Experience             Foresight

                                      12

More Related Content

EPIC Response

  • 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? 2
  • 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 3
  • 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 4
  • 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 5
  • 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 6
  • 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? 7
  • 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 8
  • 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 9
  • 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. 10
  • 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 11
  • 12. EPIC RESPONSE IS UNIQUE Veterans with vision Experience Foresight 12