Contact Center Services

Call Center outsourcing has received significant negative press in the last 24 months. Amongst other things, Customers rightly complain about poor service, about problems with language comprehension, and with accents when speaking with offshore representatives. In many instances customers feel service levels have declined because of outsourcing. When we look across our industry we agree.

What went wrong?

Organisations looked to outsourcing as a way to reduce cost and thereby increase margin. However, in many instances, cost reduction came at a price; dissatisfied customers, damage to brand perception, poor performance levels, concerns about jobs moving abroad, culminating with many organisations deciding to abandon offshore outsourcing and bring processes back in house. The supposed cost benefits vanished.

Is there a solution?

The simple answer is, yes, there is a solution to the problem of reducing costs and yet maintaining service. However, in the rush to chase down cost reductions, the resource and infrastructure elements required to maintain, and then improve on existing service levels were to a large extent overlooked, or shown little more than lip service.

Our Solution:

• Cost Reduction: Epiphany's cross functional infrastructure delivers the cost reductions your organisation requires. Epiphany is uniquely positioned to deliver a combination of cost reduction and service improvements because of our operational infrastructure.
• Customer Experience: Our sister division, Epiphany Professional Services is a world leader in developing and implementing Brand Experiential programs. We 'audit' your brand and organisational values and incorporate them into Epiphany's Systems-Process-Experiential training program. Combining Epiphany's Experiential Brand expertise into your process design ensures your customers receive an 'upgraded' level of service and a brand associated experience, achieving real differentiation.
• Risk & Continuity Assurances: Epiphany utilises the Integrated Resilience Model (IRM) to integrate Risk, Continuity, and Crisis Management into a single unified framework. This offers significant cost and performance advantages for organisations, and is the thought leading approach to organisational resilience. Having a division that specialises in delivering Risk, Business Continuity, and Crisis Management services safeguards your outsourced services.
• Data Security: We take data security very seriously. Epiphany's services are protected by physical security measures, enclosed networks, biometrics, and other physical and systems measures specifically designed to make Epiphany's operations unattractive to prospective infiltrators.
• Personnel Standards: All Epiphany personnel are recruited in line with our 'Knowledge' value. Whether that be our consultants (most of whom hold a minimum Master level education), or our contact center and back office personnel, most of whom hold university degrees with minimum 3.5 (90%) GPA's.
• Language Problems: We don't have any. All of Epiphany's Contact Center and Back Office personnel speak English as a first language. When your customers call us from areas with strong regional accents, the call is routed to representatives that have specific accent training for that region.
• Account Management: Epiphany's Account Managers devote their time into forming close relationships with clients to monitor service performance progress against benchmarked service levels. They communicate on a daily basis with their 'mirrors' located in the heart of our service centers offshore. Performance levels are monitored by our proprietary performance management software. Account managers receive updates, through Epiphany's 24/7 live metrics feed, to ensure all service levels are maintained without compromise.

Bottom line: If you want to reduce your contact center costs, and at the same time improve performance, utilising our services to enhance your brand and your customers experience, then contact us today to find out more.

Epiphany - A Revelation in Outsourcing