Epik Contact Center is a recognized leader in home based contact center solutions. Headquartered out of the greater Montreal area in Quebec Canada, we proud ourselves in managing an entirely remote workforce performing from all corners of the nation. Operating 24/7 in multiple languages and timezones, our top of the line cloud technology suites makes us one of the most agile and nimble contact center company in the industry
Setup inbound voice queue(s) with a Local or Toll-Free number with a comprehensive routing structure allowing your customers to contact you directly. Setup of an interactive menu option allowing callers to navigate through your service and company options.
Manual outbound campaign that presents phone numbers or accounts in a predetermined sequence. An agent is presented with an account based on specific business parameters which signals the agent to review the account and initial a call.
SMS customer service makes it possible to text-enable any toll free and business numbers for any of your service departments. Whether you are setting up an inbound text queue or a mass texting campaign, this channel provides more...
Live Chat has become a core customer channel nowadays, allowing your customers to interact with you at their convenience. Our teams are trained to address concerns through chat in timely manner while maintaining your brands voice. Having a...
A responsive email program is key to a successful multichannel customer service solution. Whether through email outbound campaigns or inbound service Queue(s), our email specialists are able to handle your customers requests, resolve issues and log all of...
The highly public realm of social media is where an increasing number of customers turn to voice their comments and concerns. Our social media customer service team delivers careful, highly responsive support while aligning seamlessly with your marketing...
“In my time working with Rafaël, he demonstrated a strong business acumen for both front end and back end operations within a Contact Center. As a client, that knowledge instilled confidence in our business relations and I appreciated his ability to always be available in a timely manner.”
“Methodical and results-oriented, Rafael will leverage from the industry’s best practices to build a high-performance culture. Always delivering a balanced scorecard, he ensures that the optimal level of readiness is maintained whilst keeping holistic governance of the value proposition to keep profitability and performance at peak. Rafael great work ethics are only equaled by his ability to foster lasting business relationships. It’s of no surprise that Rafael was a key contributor to double-digit revenue growth.”
Epik Builds custom call flows and call disposition processes specifically designed to enhance your customer experience and meet your business expectations. Our dedicated Quality assurance team also audits all types of interactions to ensure compliance to your process while providing...Learn More
Receive default and custom made reports 24/7 to analyze your business KPIs at the frequency your team needs it. Epik can also establish a dedicated portal to provide your team with unfiltered and real time access to monitor your lines...Learn More
Record all voice or non-voice interactions with your customers allowing you to assess service compliance, training opportunities and general business trends. Our speech analytics capabilities also allows you to conduct very specific inquiries within the entirety of your customer interactions...Learn More
Our Forecasting & Capacity planning team provides you with short and/or long term assessment of your needs in terms of contact center resources. Combined to our advanced scheduling platform and real-time monitoring tools, our team ensures the Service Level Agreements...Learn More
Epik builds your initial & ongoing training course plan tailor made to your line of business and specifically designed to enhance the teams compliance to their job description while fitting within the company strategy. Our training team manages all training...Learn More
An efficient self-service solution can naturally increase your business servicing hours and deflect call volume. Basic customer interactions can be handled through automatic self serve solutions such as resetting passwords, appointment or order confirmation. Whatever form of IVR you need,...Learn More
"Comfort zones must be challenged for the sake of your personal growth."
"Never hesitate to challenge traditions and the status quo or someone else will and you will be left behind."
"No person is ever untrainable! Provided you understand that…all it takes is time and effort"