epicenter : FAQs

Section 4: Epicenter’s Contracts and Terms

What is our pricing model? What drives prices other than $ per collector per hour?

We follow a fixed contracted negotiated rate, which is based on the cost-plus pricing model.
In addition to $ collected per hour, we consider staffed hours utilization percentage, seat to FTE ratio, telecom bandwidth, technology requirements etc while pricing.

Do we obtain long-term contracts with specific volume guarantees?

Yes we obtain long-term contracts with specific volume guarantees. We have already included this in the agreement with one of our clients.

Do we give volume discounts?

We are open to giving volume discounts. However the amount of discount to be given depends on discussions that take place in the advanced stages.

What do pilot programs look like (# of collectors, length of time, expectations and results)? How long does it take to get them started?

The number of collectors engaged during the pilot phase is usually client defined. However, typically we work with 25-30 collectors. The pilot phase usually runs between 1 ½ to 3 months. During the pilot we agree to meet 65% of the SLA’s within the 1st month, 80% within the 2nd month and 90% in the 3rd month.

A pilot takes about 4- 6 weeks to start.

FAQ Sections

1. Understanding Outsourced services

2. Epicenter’s Marketing and Operations

3. Epicenter’s Results and Success

4. Epicenter’s Contracts and Terms

5. Epicenter’s Technology & Reporting

6. Epicenter’s Hiring, Recruitment & Training practices