Grow your business
Outsourcing your customer care will free up your valuable time to focus on your core business; making space for your company to explore new growth opportunities.
But this isn’t the only way outsourcing can grow your business. Transforming your customer experience will delight your existing base; resulting in higher retention and spend.
As well as this, Stellar can transform your existing outbound model to provide a customer experience that inspires rather than interrupting your customers.
"Increasing customer retention rates by 5% increases profits by 25% to 95%." — Bain & Co
Nurture every customer
Any business knows it needs to attract, acquire and retain customers in order to grow.
But too often, businesses focus on only the acquisition: pouring their time and money into attracting new customers while neglecting their existing base.
You need to provide the right care and support to customers at all stages of their journey.
Stellar can nurture your existing customers to increase their spend, while leveraging technology and intelligence to find new customers.
Why their experience matters
Providing a good customer experience is often the difference between retaining and losing a customer, especially in industries where there aren’t distinct differences between offerings.
Customer experience does not just apply when your customer is talking to you on the phone or through web chat. It is a function of their whole experience: including the product, brand, in-store and post-purchase service and support.
Focus on your brand and your product; and leave the service and support to the experts.
Actively recruit customers
The traditional view of outbound contact centres is that of intrusion – the phone ringing in the middle of a meal to sell you a product you don’t want.
Customer research and increased diversity of channels have made this outbound model a thing of the past.
You can now target a customer at the right time, using the right method, to sell them the product they want.
Grow your business with Stellar
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?
Stay at the forefront of customer experience and industry trends.