EPIC Connections Overview
- 1. Taking the Guesswork Out of Outsourcing
- 2. 2The EPIC Connections AdvantageProviding no-cost advisory services to clientsOffering a consultative and streamlined outsourcing provider selection processAligning a client’s specific outsourcing requirements with the right providerWorking with a global network of over 175 screened outsourcing providersNegotiating more competitive ratesProviding program oversight to ensure long-term successServicing more than 100 clients since 2003
- 3. 3EPIC SolutionsEPIC’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. VerticalsCommunications
- 6. Retail
- 8. Government
- 11. Customer Care
- 13. Back Office
- 14. Direct Response
- 15. After Hours & Overflow Support
- 16. Additional Language Support Multi-ChannelEmail, Phone, IVR & ChatGlobal DeliveryOnshore, Near Shore, Offshore & @Home AgentsServicesHosted Technology
- 17. SaaS
- 18. Direct Marketing
- 19. Lead Management
- 21. Analytics
- 22. Training
- 24. Labor Costs
- 25. Overhead
- 29. Resolution Rates
- 30. Self-Service
- 31. Solve Challenges
- 32. Scalability & Flexibility
- 33. Specialization & Expertise
- 35. Improve Customer Satisfaction
- 37. Standardization
- 39. Voice of the Customer FeedbackCreating Competitive Advantages Through OutsourcingEnabling Competitive AdvantagesWhy OutsourceCompany Lower Costs to Compete with Price Pressures
- 40. Improve the Customer Experience
- 41. Increase Speed to Market
- 42. Product/Service ImprovementsEPIC ensures companies get their desired value from outsourcing
- 43. 5How 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?
- 44. 6Selection ProcessHow Do You Choose the RIGHT OutsourcerNo one outsourcer can do it all.
- 45. EPIC chooses a provider based upon a client’s specific requirementsSolution DesignOrange Text = Client Requirements
- 46. 7Contact Center AlignmentDecision Assistance & Negotiation Program Management SolutionPresentationImplementation Oversight Expectations Analysis
- 49. Ensure SLA’s, & KPI’s are Met
- 50. Participate in Reviews & Action Plans
- 52. Proposal Review
- 54. Core Competencies, Capabilities, Capacities
- 56. Track Record of Success
- 57. Proposals
- 58. Presentations
- 59. Site VisitsEPIC’s Proven Methodology toEnsure SuccessThe EPIC Connections Process EPIC process helps companies avoid the pitfalls of outsourcingEPIC takes the selection process from 3-6 months to 3-6 weeksDiscovery & AnalysisCurrent Situation
- 60. Requirements
- 61. Objectives & Expectations8EPIC Takes the Guesswork Out of OutsourcingEPIC Will….Establish appropriate service levels and benchmarkingSelect a provider according to its core competency Align the provider’s company culture with your own Create an effective cost structure that drives performanceEnsure sufficient knowledge transfer between the partiesEstablish an excellent communication structure and good working relationship with your providerEnsure flexibility by the outsourcer to meet your specific business needs.
- 62. 9Thank YouRyan BrummondDirector of Business DevelopmentEPIC Connections402.504.9618rbrummond@epicconnect.com
Editor's Notes
- #5: We’ve just discussed the fact that the client has goals. But what about the outsourcer.Outsourcers need to help their clients reduce their costs. Otherwise, they won’t have that client for too long. Similarly, if they don’t solve their clients’ business challenges or improve the caller experience, that client relationship is doomed.inContact’s role as a technology provider is to enable all 3 goals. Our goal is to help you achieve yours.From what I see, everyone in the room is aligned.