Your time is an expensive resource. Don’t waste it on building an inefficient in-house customer care solution.
Outsourcing to the right partner means streamlining every detail of your customer experience.
Enjoy lower costs for infrastructure and people, while ensuring your customers receive superior service and care.
Anyone who has tried creating an in-house contact centre will know how expensive it can be, with hidden costs lurking around every corner.
An effective multi-channel contact centre requires major investment in facilities, equipment, operations and human resources.
It demands considerable capital expenditure as well as ongoing operating expense.
Could you do this in-house for the same cost as a company who has made it their core focus?
Our proven experience
We were excited to start a relationship with a large government client in 2012, joining a panel of outsourcing suppliers.
When we started our partnership we immediately saw how much time and money they were sinking into training their new frontline staff. Our first task? Redesign the training, reducing it from 349 hours to 152 hours.
The expense and time saved were so compelling that this new method was rolled out across all of their debt-managing centres, including in-house and competitor centres.
Through our improvements, we also brought about:
- reduction in training costs
- increase in conversions
- increase in quality scores
Flexibility and scalability
In-house contact centres tend to carry the costs when volumes are low and struggle with meeting demand when volumes spike. These variances need to be handled in cost-effective ways that do not impact on the customer experience.
Your success is our success
When it comes to your bottom line, we put our money where our mouth is. Our embedded Open Book Management culture means our people are financially incentivised to help you meet your business goals, with 35% of our profits paid out to staff since opening our doors.
Stellar can lower your costs
Customer care was what Stellar began with in 1998, with just one client and one call centre. From these humble beginnings we’ve grown our footprint and our capabilities, but at our core, we are still passionate about people and passionate about customers.
What happens when Australia’s most trusted contact centre provider decides to unlock its secrets? Talk to Stellar Evolve consulting for contact centre optimisation, digital transformation and customer insights.
The right credit management strategy is key to helping customers maintain a positive relationship with your brand. Outsourcing to Stellar means lowering your costs, effectively managing your debt collections with a focus on improving your customer relationships.
IVR can streamline the process for your company and your agents while achieving greater levels of customer engagement and caller satisfaction.
Social media is the new word-of-mouth. It has never been more critical to engage with your customers online.
Outbound can be – and should be – customer centric, engaging, and a key part of your customer engagement strategy.
A successful engagement strategy will turn your website into a living, breathing part of your business — a hub where customers can kick off conversations, get support and be enticed into your world.
Every client’s needs are different, influenced by their industry, customer-base and business goals. This is why Stellar has developed a ‘rightshoring’ model, instead of a one-size-fits-all approach to outsourcing.
To deliver a superior customer experience, each function in your business needs to operate as smoothly as possible. An efficient and organised back-office is a well-oiled machine, eliminating wasted time and misspent resource.
In today’s busy world, your customers are bombarded with advertising and calls to action from all channels and directions. Don’t let your vital messages get lost in this scattergun approach.
We’ll support your recruitment needs and help you hire the right people. Work with us to free up time and resources so you can focus on growing your business.
We know your organisation has many products and services, and in today’s changing world, they are evolving constantly. You need your frontline staff to have the most up-to-date information, so that your team and your customers all speak the same story.
Want to learn more about Stellar?
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