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Manage Your Accounts Receivables –

Epicenter handled 60% of a $2+ billion collections portfolio for a fortune 500 company—and collected over $2.1 billion!

Improve the Bottom Line

Epicenter has helped clients save millions of dollars through high-quality collections that consistently exceed performance metrics.

Manage Your Accounts Receivables

Epicenter was founded in 2001 with collections as a core competency and has managed receivables for clients in credit card, telecom, utility, retail, and other industries.





How Epicenter Excels

Slide 1 Quality
Epicenter’s principle of openness and transparency in all its operations and transactions is established at various customer touch points. The foundation of all projects is the strong quality framework that ensures the adoption of best practices, established methodologies and the commitment to achieve excellence in delivery. Our integrated quality framework addresses the requirements of COPC & Six Sigma. Epicenter aims at achieving the highest levels of agent utilization, performance metrics and customer satisfaction through our strong quality framework.
Slide 1 Optimization
Our operations delivery methodology is achieved through process reengineering and ensures high productivity, higher agent utilization and improved customer satisfaction. Closed-loop performance management processes and quality systems are all designed to improve operational efficiency lowering our Client’s total cost for the project
Slide 1 Innovation
Epicenter believes in constantly staying ahead of the market by creating support strategies. We raise our bar by constant innovation and benchmarking with world class standards. Our creativity and passion for excellence lies in all our processes and developments. Our solutions and value-adds together increases the Return on Investment for our Clients and reduces the operational costs.
Slide 1 Tools and Applications
Epicenter has made significant investment in “best in breed” technology & tools like Verint and Nice used for call recording, AVAYA ACD’s, Aspect UIP dialer’s etc. In addition to this, Epicenter has an in-house software development team that can develop and maintain custom application and tools which helps in bringing performance improvement and efficiency in the system.
Slide 1 Recruitment
Our recruitment team focuses on vendor partnerships, branding and advertising as well as direct sourcing methods to ensure we tap appropriate talent for our hiring needs. A comprehensive triple layer interview comprising of Recruitment, Operations and Voice and Accent checks ensure appropriate fitment, prior to rolling out offers.
Slide 1 Business Continuity Planning
It is generally recognized that Business continuity planning is vital activity. However, the creation of (and maintenance of) a sound business continuity plan, is a complex undertaking, involving a series of steps. Prior to creation of the action plan, we have considered the potential impacts of disaster and understood the underlying risks. These are the foundations upon which a sound business continuity plan is built. Following these activities the plan itself is constructed. This plan is then maintained and tested to ensure that it remains appropriate to the needs of the organization. Factoring in impacts, probability and history of occurrences of disasters we have the listed vulnerability chart

All call centers are vulnerable to various risks such as emergency outages, volume surges, closures etc. which are micro monitored by our dedicated Business Process Risk Management team which highlights and suggests immediate corrective action in case of any incidence. In case of a rare understaffing issue or volume surge we would run an effective overtime strategy for the day or rotate staff from an outbound program to ensure our service levels do not slide. In case of any government strikes or closures we have adequately had our staff stay back at the office premise to ensure their safety and continuity of business. Our Dual Diesel Generators, UPS back up and server backups ensure we maintain our uptime at 99.99%


Meet the people who make Epicenter work.

Manjari Sabnis
Epicenter – VP Finance/BPRMS

 
Sahir Sekhon
Epicenter – AVP International Operations & BD & Executive Assistant To The CEO

 
Altaf Sayed
Epicenter – AVP Domestic Operations & Support

 
Pravin Thombare
Epicenter – AVP IT

 
Jyothi Murthy
Epicenter – Manager Operations

 
Stacy Alphonso
Epicenter – Asst. Manager Training

 
Sanjeev Tiwari
Epicenter – Asst. Manager BPRMS

 
Siddhant Malhotra
Epicenter – Manager Human Resources

 
Premsagar Kunamalla
Epicenter – Asst. Manager Admin and Legal

 



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What Does Epicenter Offer?
 
Jobs at Epicenter: There are currently 100 open positions

About Us

Established in the year 2000, Epicenter has been a pioneer in the Business Process Management Space. Epicenter is a joint endeavor of B. N. Kalyani - Chairman of the $ 500 Million Bharat Forge Group, Ken Eldred - Co-founder of $ 35 Billion Ariba Technologies and Pravin Gandhi (Infinity Ventures) - Co-founder of the Hinditron group of companies which merged with Digital in 1988. With developed capabilities in managing critical end customer transactions for our clients, we believe that every interface with a customer is of prime importance. A company that believes in efficient management of processes and developing long-term strategic partnerships, our prime focus is to effectively execute any work given to us with high quality of service delivery. This coupled with stringent adherence to data security guidelines and privacy requirements makes us a partner of choice for our clients.

©2013 Epicenter Technology