Customer care was how Stellar started 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.
Our approach is to work collaboratively; engaging with our clients, suppliers and our internal functional areas to plan, design, and deliver services and solutions that delight our clients and their customers.
We do this by building long-lasting relationships with our clients. We incentivise our staff to truly understand your business and your goals through our profit-sharing program. Your success is our success, and we consider ourselves true partners with our clients.
Our dedicated and passionate teams will put your customers first.
We have invested in the establishment of a routing platform that offers:
- high capacity
- full redundancy
- geographical distribution
- omni-channel solutions.
At the core of the service is our Avaya Interaction Centre, with a total capacity of over 40,000 agent positions.
To cater for changing consumer expectations and the changing technology landscape, we have embarked on a transformation program to integrate a wide variety of digital channels into our offering.
This investment enables us to offer a fully integrated solution without the need for upfront capital or a major IT overhaul to existing infrastructure.
Our speech analytics programs take sentiment from the voice of the customer to understand if what we’re doing is working – leading to improved business metrics across customer churn, sales yield, and improved customer advocacy.
At Stellar’s core is Open Book Management. We teach every member of staff the intricacies of the business and how their contribution makes a difference. Our agents are incentivised to improve your bottom line; with their financial rewards directly linked to performance.
Want to learn more?
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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.
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.