Outsourcing in the Finance Sector

Financial sector outsourcing is Epiphany's second fastest growing vertical service area. Clients tell us this is specifically because of Epiphany's combination of:

• Customer Perceived 'Experiential' Service Level Improvements
• Data Security Measures
• Cost Reduction Capability
• Physical Security Measures
• Organisational Resilience
• Calibre of Delivery Personnel & Account Management Personnel
• Application of Proprietary Technology

Epiphany Delivers More

Most financial institutions could benefit from outsourcing support that delivers the right combination of process efficiency and an improved customer service experience. This is especially true when the provider applies a cross functional approach to outsourcing, integrating traditional process analysis & design with unique infrastructure enabled support:

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.

Simply put, if Epiphany can reduce your costs, and increase the perception your customers experience when interacting with us, isn't a change worth considering?

To find out more about Epiphany's outsourcing services for financial institutions contact us, today.

Epiphany - A Revelation in Outsourcing