We care for our clients’ business as our own. We think and act like business partners, not academic advisors. We share our clients’ aspirations, work to understand their reality, and align our incentives with their objectives — so they know we’re in this together.
Anything: Expertise to provide all kinds of Technology products and services with desired customizations
Anytime: Robust architecture to provide 100% uptime with 24×7 support for all the time zones
Anywhere: Global reachability to any location.
Technologies deployed by Epicenter are completely based following methodology:
- Availability– Uptime commitment
- Connectivity– Redundancy and Diversity in all elements
- Scalability– Vertically and Horizontally Scalable
- Manageability– Easily Manageable
- Security– PCI and ISO 27K compliant
Epicenter has partnered with the world’s premier quality product suppliers and below are the highlights:
- Data Center– Tier – 2 data Center with HVAC and FM – 200 for fire suppression
- Telecom– Avaya ACD, Aspect UIP 6.6, CMS, CosmoCom UC, NICE Loggers, VERINT Loggers (Voice & Screen Recording)
- Network– CISCO
- System– DELL
- Virtualization– VMWare
- Leased Circuit– MPLS, IPLC and Internet bandwidth with diversified paths
- Security– Juniper Firewalls and Ironport Antispam
- NMS– Adventnet (OPManager), CISCO, AVAYA
- Security Analyzer– Firewall Analyzer, Eventlog Analyzer
- Cabling– Tyco
- Technology Support (Help Desk) – 24X7 NOC
Epicenter has deployed technology platforms considering industry Quality and Security standards. Complete environment is secured, controlled and built as per ISO 9K, 27K and PCI standards.
Business Continuity Plan
Epicenter understands the importance of uptime and hence deployed Business Continuity Plan which identifies potential impacts that threaten an organization and provides a framework for building resilience and the capability for an effective response which safeguards the interests of its key stake holders, reputation, brand and value creating activities.
Transformations / Success Stories
- Migration from Legacy TDM architecture to VOIP MPLS platform
- Back-up RF connectivity for Voice and Data
- Successful deployment of Unified Communications Platform for Real time and Non Real time Applications
- Virtualization of Servers
- Cloud based Hosted Services
- Transformation from TDN logger to IP Logger
- NMS and Dashboard Customizations for proactive real time monitoring
- CRM integrations
People - Our Real Strength
Epicenter firmly believes that People are its core and most important assets. Organizations have many resources, both physical and financial as well as resources that are directly related to organizational behaviours, such as knowledge, ability, decision making and intelligence of the employees.
Because of the value of the people within and behind the organization, it is very important that the organization takes special care to ensure the happiness and satisfaction of their employees with their jobs, regardless of how major or minor the job may be. The people behind the scenes, operating and running the organization, are by far, the most valuable resource the company has to utilize.
Employees are representations of an organization. Employees who work directly with the customer must be courteous, respectful, friendly, knowledgeable and informed. Customers want to know that they are valued and that the individual helping them is experienced when it comes to the product or service the customer is seeking.
People are an invaluable resource, as people are also a representation of Epicenter to the public. The people in an organization are the “brains behind the machine.” These people can come up with new ideas, develop new products, devise new ways to handle different situations and problem-solving based on their own experiences, knowledge and opinions. These people are the ones who are responsible for helping the organization progress and come up with newer more innovative ideas.
Effectiveness & Efficiency
To make significant performance improvements in your contact center, you must address the individual agent processes that occur hundreds or thousands of times each day. What contact center agent software is used most? Which processes do your agents perform most often? Where can you find waste in those processes, in terms of lost time, unrealized revenue potential, or high frequency of errors?
Improve those processes first to deliver the largest gains in contact center agent productivity.
You may have already identified tasks or processes for improvement, and those are a great place to begin. But there may be other significant process inefficiencies that are costing your call center in terms of productivity and revenue
Improving call center agent processes can have many far-reaching effects. A better user environment will improve staff satisfaction, reduce training needs and reduce or eliminate errors.
This, in turn, can result in lowered operations costs and minimize attrition in call centre staff. The improved efficiency directly benefits customers, resulting in higher customer satisfaction and improved revenue.
Re-examine the key performance metrics
Re-examine the key performance metrics that are used to judge the performance of the contact center – average handling time might seem like the most important metric but it tells you nothing about the outcome of calls and other interactions. Smarter companies are measuring outcomes such as customer satisfaction levels, new business sales, net promoter scores, and lifetime value of customers. This enables them to strike a balance between efficiency (the cost per interaction) and effectiveness (business outcome).
Target for achievement
There’s a truism that you get what you reward… so reward what you want to get. Focus on what’s important to your organisation – hitting targets, encouraging repeat behaviours, creating an environment for self-development – mix intrinsic and extrinsic motivational techniques to light a fire in people rather than under them.
Clear Processes for Solving Common Problems
Methodology to solving problems, this will come as an invaluable improvement to agent efficiency. By supplying your agents with an arsenal of best practice processes and subject matter expertise, you are able to eliminate any unforced errors from the support process. Creating the processes is simple and is something a product engineer or expert can handle in a matter of hours. Allowing each agent to immediately become an expert at solving problems.
Continuous Improvement Training
This one sounds like a no-brainer, but it was mentioned time and time again amongst our customers. By establishing a continuous training schedule, you can assure yourself that each agent will receive the appropriate training at the right time. Focusing each session on a new customer service skill or best practice procedure, the entire operation will learn to become more efficient in their daily tasks.
Extract greater value from your customer calls
It’s one thing knowing that the contact center is your organisation’s most valuable source of customer information; it’s quite another extracting that information, analyzing it, and proactively taking actions based on your findings. Ask yourself whether you could be making better use of your ACD, call recording, workforce management and performance management data. Consider whether that data could be more efficiently aggregated and analysed and whether the use of quality management and speech analytics technologies could help you turn findings into real-time actions.
When a good call is identified, hold a group session to allow everyone to listen to it. This will reinforce the good behaviour in that individual and push others to demonstrate the same performance. Let them mark it against agreed criteria to determine whether it was a good call themselves – if you don’t have these criteria get them to create some.
Improve the agent desktop
Take a look at the agent desktop. In the majority of cases this is a complex environment that leads to excessive agent training needs, increased levels of agent frustration and thus turn-over, increased average call handling times and, worst of all, customer frustration while they wait for the agent to resolve their issue. There are products on the market now that can revolutionize the agent desktop to make it more interaction-handling centric and remove the need to directly access business applications, and can even recommend what the agent should do next.
The old adage “The Customer Is Always Right” rings true to this date as well. A satisfied customer is vital to any business and at Epicenter we ensure that your customers are exceedingly satisfied by receiving the prompt, courteous and resolution based service from all of our agents.
Epicenter firmly believes in letting your unsatisfied customers guide you towards changes in policies or procedures that may need to be established and listening to those that are dissatisfied and act on their advice when it makes sense. Being honest, which customers appreciate and listening to and educating them for better understanding are some methodologies we implement to engage them more and let them see the bigger picture and the background of some of your decisions.
Our agents are trained to always be positive and smile at all times, even if they are not personally in front of the customer. A positive experience and a customer care representative that leaves a positive experience will go a long way as positive words and a positive tone with a genuine interest in the customer’s needs is extremely important.
Epicenter's key activities to create
a memorable & positive customer experience
Allow the team to listen to and score their own calls
We encourage the teams to listen to their own conversations and score their own calls. This built buy-in to a predominantly uncomfortable coaching session by giving agents the opportunity to identify their own areas of improvement with customer satisfaction.
Throw away the scripts
We have found that scrapping the script has had a huge positive impact, treating the customer as the individual that they are – talking to them like a fellow human being has seen us receive feedback for being friendly and approachable and is bringing people back time and again.
Present a sample of customer complaints in team meetings
Get team members to present a sample of the customer complaints in the weekly team meetings. This allows the team to review the problems faced and also feel engaged in the process of coming up with longer-term solutions.
Listen to customer feedback
Listen and read the customer feedback. Then, you can change your own behaviour if you see what customers are saying about you.
Never say no to a customer
Our golden rule: never say no to a customer – if a Customer Service Rep can’t deliver a solution for the customer, they escalate this to their Team Lead, so strategically we can resolve the root cause.
If we ever have to say no, it’s a ‘Disney No’ – we turn a negative into a positive through freebies such as goodwill credit or free loyalty points.
Treat the customer as you would a friend or business partner
Take care of the customer end to end. Treat them as you would a friend or business partner. Do not get stressed about KPIs such as AHT, only get stressed, if necessary, about the impression you leave in customers’ minds.