Post on 20-Nov-2014
description
1
customer engagement consultants
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?”
“What’s my next move?”
3
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
4
FULL SPECTRUM CAPABILITIES
Identify cost- savings
opportunitiesAdapt tothe new
Emotile customer
Integratemultiplechannels
Develop a customer experience
strategy
Technology optimization
Strategicplanning
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 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
6
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
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?
8
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
9
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
10
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.
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 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
12
EPIC RESPONSE IS UNIQUE
Veterans with vision
Experience Foresight