Call Center Support

24/7/365 Call Center Based in Western North Carolina

Epsilon’s Call Center Support is based at our headquarters in Weaverville, NC, but has national and international reach. We provide 24/7/365 end-user, live support via multiple channels based on the client’s need.

Epsilon works to embody a “white glove” approach to Call Center Support. First and foremost, we believe that our employees make the difference in the customer’s experience. By continuously focusing on quality, performance management, and training we ensure that our associates focus and resolve each customer interaction increasing First Call Resolution (FCR) and decreasing cost associated with call center services.

Epsilon follows the Information Technology Infrastructure Library (ITIL) v3 Framework, and all of our Call Center employees are ITIL v3 trained. We also employ Customer Operations Performance Centre (COPC) methodology for benchmarking and standardization of call center operations and performance.

With an industry Customer Satisfaction rate average of 87%, Epsilon prides ourselves on our overall customer scored satisfaction of 96.4% as of June 2018.

 

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24/7/365 Live Support

  • White labeled omnichannel solutions
  • Tiered service options:
    • Tier 0 - Customer Account Management, General Support, Sales Support
    • Tier 1 - Technical Call Routing, Information Gathering, Reporting Trouble Tickets, Basic Trouble Shooting, Escalation Services
    • Tier 2 - Escalated Issue Handling Services
    • Tier 3 - Onsite Technical Support & Special Application Services
  • Back Office / Offline Support
  • Inbound / Outbound Support Services
  • Scalability based on your business needs

 

Agent Development

  • Onshored Agents with background checks and government clearances
  • Employee Training developed and based on the customers business need
  • Employee Coaching based on customer feedback and quality observations
  • Ongoing Performance Management for agent development

 

Customers Served

  • Government and Defense
  • Telecommunications
  • Communications/Media
  • Financial Services
  • Hospitality
  • Healthcare
  • Education
  • Technology and Software Applications

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