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FAQs

Echopass Expertise and Support

What is the Echopass Expertise Advantage™?

Echopass’ Expertise Advantage™ is the glue that binds all of the available technology into a seamless, results oriented solution for our clients. The Expertise Advantage™ assists our clients with strategic planning, design, deployment and execution, solution customization, and integration to existing client owned systems, applications, and hybrid environments. It also focuses on rigorous cost reduction, on-going project management of the disparate applications and continuous improvement programs throughout the lifecycle of our business relationships. Our clients enjoy accelerating return on investment from our constant attention to improving their critical and often dynamic contact center goals, and from our sharing of industry best practices, thought leadership and technology innovation.

How much does the Echopass Expertise Advantage™ cost?

The Echopass Expertise Advantage™ is included in the standard client pricing during their ongoing relationship with Echopass. Specific projects, such as the initial implementation or those that require professional services engagements are billed at customary and nominal rates.

Does Echopass have the experience to assist me in designing my contact center?

Over twelve years, Echopass has delivered ongoing thought leadership in the consultation and design of our client’s contact centers with remarkable results.

Every client’s needs are typically unique, and thus a fluid and flexible design approach is always necessary to achieve their stated goals. We have assisted clients that are primarily cost reduction driven; to those who are migrating their entire workforce to remote and at home deployments; to multiple source environments that require brick and mortar traditional arrangements with outsourcer integration and international centers; to large scale multiple business units with multiple contact centers that require consolidation and virtualization to meet corporate customer experience and competitive differentiation goals.

What expertise does Echopass have in enhancing the customer experience?

As a key strategy for most of our client’s, the enhancement of the customer experience is tantamount in designing and managing an effective contact center strategy. In today’s hyper-competitive world, competitive differentiation is critical. Effective customer engagement across multiple channels with corporate brand consistency, revenue acceleration goals, interaction simplicity, customer segmentation and personalization are all important elements in securing strong and lasting customer relationships. Integrating the “voice of the customer” into the customer experience strategies is an ever more important consideration is building those customer relationships.

Our team of solution designers and CEM team members has extensive experience in tailoring client contact centers to provide these crucial customer engagement tools and strategies. Large clients require a significant amount of expertise to assist with their complexity that stretches across disparate business units and multiple contact centers, worldwide geographies and cultures, product segmentations, and multi-sourced delivery destinations combining at home, outsourced, and in-house providers.

How will Echopass support continued improvement initiatives in the contact center after initial implementation?

As a key component of the Echopass Expertise Advantage™, Echopass provides ongoing support for the achievement of client goals. Each client is supported by a Client Engagement Manager who is the prime face of Echopass for the client. Our CEM teams work onsite and remotely to assist clients in achieving the maximum value from their contact center operations, whether meeting goals and metric targets or managing to continually reduce the expense envelope in their centers. Our teams closely track each client’s contact center performance to client specific targets and provide historical analysis and reporting to evaluate operations and to identify possible improvements in operations. Our CEM teams are deeply experienced within the contact center industry and offer recommendations, best practices, and performance guidance to industry and other relevant benchmarks to assist in optimization of resources and corporate strategies.