OUR HISTORY
EPIC Connections was started in 2003 by Founder and President Bill Pieper to provide companies with a more consultative approach to outsourcing their customer contact initiatives. The objective was to support companies in finding the right business process outsourcing partner based on the specific requirements of their program and the core competencies of the vendor partner.
After spending over 20 years in the BPO industry, Bill began to see a pattern in the way some contact center providers handled client programs that weren’t necessarily appropriate for their service. Too often an outsource provider would bring on a new client simply based on open capacity, having little-to-no experience in providing the client support needed which resulted in a failed program and an unhappy client.
After experiencing this situation on multiple occasions with multiple clients, Bill decided to start a new company to work with those companies who were either new to outsourcing or dissatisfied with their current provider’s performance. The mission was to find solutions for all program sizes large or small. He developed strategic partnerships with a vast network of contact centers with core competencies in customer service, sales, and technical support, and in a combination of multiple contact types. The objective was to provide a partner capable and experienced to service the client based on the program requirements.
Our Mission
Exemplary customer service and sales are the foundation of every successful company. Our mission is to assist our clients in finding a customer interaction solution that best aligns with their overall objectives through consultative recommendations within our network of world-class providers.
We strive to address every aspect of your customer contact initiatives to fully understand your requirements in finding the right solution provider, and we use that knowledge to determine what outsource model best fits your needs. Our provider placement methodology is derived from years of experience in the business process outsourcing industry and has allowed us to continually provide our clients with the expertise, core competency, and proven track record of success.