At Epicenter, customer experience is the foundation of our success. We equip our teams with advanced training and technology to deliver seamless, solution-driven service. By proactively gathering and analyzing customer insights, we drive continuous improvement, refine our offerings, and elevate service excellence.
Our commitment to delivering measurable outcomes fosters trust, long-term partnerships, and business growth.
We are ISO 27001 (Information Security Management System) certified, and SOC 2 Type II audited which acts as testimony of our commitment to Information Security and safeguarding customer data. With robust security governance, training and risk management, we ensure the CIA triad (Confidentiality, Integrity, and Availability) of information at every stage.
We were also among the first BPM companies in India to achieve PCI-DSS (Payment Card Industry Data Security Standards), ISO 22301 (Business Continuity Management System) and HIPAA (Health Insurance Portability & Accountability Act) compliance certification.
We adhere to Customer Operations Performance Center (COPC) and Six Sigma principles, aiming for peak agent utilization, top-tier performance metrics, and unparalleled customer experience. This helps us to get consistent high-quality results which translates into surpassing service SLAs consistently.
We are certified for ISO 9001 (Quality Management System) and our quality framework is rooted in best practices, established methodologies, and a steadfast commitment to delivering exceptional results.
Our in-house Business Process Risk Management team has established tightened controls for millions of daily transactions, ensuring adherence to all protocols and certifications. Our information security governance model encompasses all information processes—physical and electronic—protecting against risks of loss, operational discontinuity, misuse, unauthorized disclosure, inaccessibility, and damage.
With a 99.95% committed uptime, we ensure seamless operations and business continuity. We are committed to safeguarding the confidentiality, availability, and integrity of your information throughout its lifecycle.
Cost savings are not an afterthought; they are an integral part of our operational strategy.
We help our clients achieve significant cost reductions through several key initiatives.
We employ data analytics, rigorous testing methodologies, and cutting-edge tools to analyze every facet of business and enhancing productivity.
Through process re-engineering and the implementation of quality tools and techniques, we achieve significant cost efficiencies.
We conduct business-level analysis to optimize capacity and resource utilization, ensuring maximum return on investment.
We implement robust process management, adherence to regulatory and compliance activities, and effective change management strategies.
Epicenter’s robust WFH infrastructure, proven during the COVID-19 pandemic, allows for seamless transitions and maintained productivity. We rapidly deployed WFH capabilities within 24 hours for over 3000+ employees. A dedicated team of support engineers ensures 24/7 IT infrastructure support, maintaining security and efficiency.
Our own Employee Productivity Monitoring platform further tracks and enhances employee efficiency in the WFH environment.
