Why Epic doesn't outsource its call center

When you call Epic — no matter whether it's day or night — an Epic employee will answer the phone, according to company founder and CEO Judy Faulkner.

"That person knows our customers, our products, and our staff," Ms. Faulkner wrote in a Dec. 4 blog post. "To be the most helpful that we can be when a caller needs assistance, we don't outsource that important role to an answering service."

She also noted that the person will at least have spent time at the EHR vendor's mammoth headquarters in Verona, Wis., though she said: "In the middle of the night, your call might be answered by one of our wide-awake staff based in Europe or, soon, in the Middle East or Asia-Pacific."

Ms. Faulkner previously explained why Epic stays open 24/7 — and sometimes ends up answering calls for other health IT companies in the process.

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