Does Outsourcing Work for the Insurance Industry?

Outsourcing isn't just about cutting costs. Customers have expectations, but much of the outsourcing that takes place across the industry fails to live up to those expectations. So much so, that some companies have abandoned outsourcing and taken their operations back in house.

The problems arise when the focus on cost reduction obscures the primary requirement to deliver a rewarding customer experience. This problem occurs for four main reasons:

• Lack of 'Experiential' understanding by the outsource provider.
• Poor English language skills on the part of the outsourced representative.
• Poor cultural familiarity (outsourced representatives simply not understanding the customers environment).
• Client's unwillingness to compromise to achieve cost reductions.

For most outsourcing providers, cost reduction needs to be balanced against the quality of the customer experience... a compromise. With Epiphany this isn't a problem. We deliver you cost reduction, a measurable improvement in customer experience, and the basis for real differentiation and competitive advantage.

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.

So whether your interest is in:

• Inbound: Sales, Claims, or Customer Service Calls
• Outbound: Sales and Customer Service Calls
• Back Office: Administration, Management, & Support Processes

We can help.

Bottom line: If you want to reduce your process costs, and at the same time improve your customers experience, then contact us today.