Contact Center Services
Give your customers an award-winning experience with Epiphany’s comprehensive contact center services.
24x7 Remote Support
At Epiphany, CX is more than a buzzword — it’s a cornerstone of how we operate.
Deliver Omnichannel Customer Support
Our agents expertly manage inbound calls, emails, text messages, social media notifications, and live chat requests, providing your customers with top-tier support that’s just a click or call away.
Whether we’re using our own chat and support technology or managing yours, your customers will have access to live support specialists 24 hours a day, seven days a week.
Utilize Our Outbound Contact Center Services
At Epiphany, we take time-consuming outbound initiatives like lead generation, contact tracing, polling, and appointment reminders off your plate.
Our agents will learn your organization inside and out so they can confidently interface with both your current customers and potential new ones. Our outbound services free up valuable time for your staff while ensuring you still meet your organizational goals.
Access Multilingual Services
We provide translation and interpretation services across a multitude of languages, ensuring all customers get the fast, effective support they need, when they need it.
If an agent engages with a customer who is more comfortable conversing in a language other than English, they’ll quickly contact one of our many on-staff interpreters for support. We also provide translation services for device logistics and training, translating device setup and training documents as needed for our clients.
Leverage Customer Support that Never Sleeps
When questions arise for your customers, they expect answers — fast. With our scalable, flexible customer support model and agents working 24/7, you can rest assured that you’re creating a superior customer experience that will transform your customer relationships.
Scalable Tier 1 and 2 Customer Support
Our goal is simple: to provide fast, reliable Tier 1 and 2 customer support as your organization evolves.
Rapidly Scale Your Support Services
As part of our remote/on-site model, our midwest-based agents participate in extensive on-site onboarding before graduating to a work-from-home environment. All agents typically live within one hour of our Akron, Ohio, headquarters and work on-premises one month per year.
This hybrid approach allows us to scale our customer support without accruing additional facilities costs, enabling us to keep our pricing consistent. We also partner with a best-in-class call center outsourcing company, further bolstering our ability to quickly scale during emergency spikes in calls.
Improve your support and IT staff’s productivity
Tier 1 and 2 requests often constitute 60% or more of your support calls, consuming your support and IT staff’s valuable time. By outsourcing your Tier 1 and 2 calls to Epiphany, you ensure your higher-cost Tier 3 resources can be used more effectively.
Handling Tier 1 and 2 requests is the core of our business, meaning we’re fully equipped to provide your end-users with fast, actionable answers. We also catalog and synthesize all contact center data to ensure we’re continuously improving CX.
Ensure Regulatory Compliance
Our contact center services adhere to all applicable cybersecurity standards, leveraging the Transport Layer Security protocol (TLS) as well as the Advanced Encryption Standard (AES) to protect classified data.
We also comply with industry-specific standards for each of the clients we serve, including HIPAA, The Health Information Technology for Economic and Clinical Health (HITECH), Family Educational Rights and Privacy Act (FERPA), ISO 27001 and 27002, and many more.
Leverage Intelligent Escalation Processes
At Epiphany, we seamlessly integrate into your organization as an extension of your support staff. If one of our Tier 1 agents is unable to address a specific ticket, it is escalated through our system and quickly handled by one of our Tier 2 agents.
These Tier 2 professionals leverage our extensive knowledge base and leadership team to promptly resolve the issue, keeping in constant communication with the customer to ensure they feel supported at all times. This approach demonstrates our true integration into your organization.
Robust Analytics and Reporting
Our teams leverage in-depth contact center data to solve your customers’ greatest challenges in real time.
Gain Valuable Customer Insights
Leveraging decades of collective senior-level contact center experience, we analyze customer call drivers and identify key trends on a weekly basis.
With this information in hand, we work with our clients to create detailed action plans that close gaps in training processes, internal and external communications, and more to improve their customer satisfaction ratings.
Improve Ticket Resolution Rates
We measure ourselves against several KPIs, including average handle time, speed to answer, and first-call resolution rates. Based on our performance and ongoing joint action planning, we build training curricula that drive down support costs and improve customer satisfaction.
Review Quality Assurance Reports
Our customer success leadership team reviews three to five calls per week, scoring agents against our target KPIs. This allows us to provide meaningful feedback in real time and optimize contact center processes. All quality assurance reports are shared with our clients, nurturing relationships built on trust, transparency, and partnership.