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.

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24/7/365 Live Support

  • White labeled omnichannel solutions
  • Tiered service options:
    • Tier 0 – Customer Account Management, blanket support, sales
    • Tier 1 - tech call routing, information gathering, reporting tickets, basic trouble shooting, onsite escalation.
    • Tier 2 – Escalated issue handling
    • Tier 3 and specialized application services
  • Back Office / Offline Support
  • Scalability based on your business needs
  • US Based Agents

 

Agent Development

  • Training developed based on the business
  • Coaching based on customer feedback and quality observations
  • Performance Management for agent development

 

Customers Served

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

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