Back of house

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.

Stellar provides extensive back of house processing for our clients. They’re spread across different industries, with a wide range of transaction needs.

Stellar’s capabilities

Our range of transaction types is varied and extensive, and we continue to add to it as our clients move into new areas and discover new challenges.

Whether it’s credit card payments, direct debit management, disconnections, complaint emails, refund processing, travel bookings or ombudsman liaison – we’ve delivered it and exceeded our clients’ expectations.

Stellar will find the best solution for your particular needs. Multi-skilled agents can handle back of house functions as well as customer facing, to maximise efficiency. We can deliver a ‘rightshore’ solution, with a mix of services delivered in Australia the Philippines and the USA. Or we can offer flexible scalable solutions to fit your objectives.

Technology

Our proprietary cStar® software offers a scalable and flexible solution for back office workflow campaigns whilst providing the highest levels of automation, efficiency, data integrity, security and detailed operational and performance reporting.

Many of our existing clients have gained major cost savings, increased efficiencies and reaped many other benefits by introducing cStar’s work flow environment into their organisation.

  • Detailed reporting
  • Work distributed according to agent availability to maximise efficiencies
  • Real time management of queues and agents
  • Prioritise work tasks from various sources

Find out more about cStar®

The results

We’ve handled hundreds of thousands of transactions and it’s taught us a lot.

For one client, we’ve reduced turnaround times from 3 days to 24 hours. For another, we handled 730k calls over 12 weeks. We’ve delighted clients and renewed contracts — one client relationship still going strong after 12 years.

We’re proud of what we can do.

  • 82% accuracy in automatic allocation of emails
  • 86% reduction in FTE managing work allocation
  • 69% reduction in FTE managing back of house transactions
  • 66% cost savings for back office processing from our Manila centre

Want to learn more?

Drop us a note and we will get in touch for a chat.

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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.

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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.

Stellar’s proprietary software cStar® has been built to efficiently handle customer interactions across multiple channels. It’s the bridge between your brand, our agents and your customer.

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.