Who is Stellar Evolve?
Our decades of working in the contact centre industry have taught us a thing or two about customers and delivering operational excellence.
As technology advanced and the pace of change accelerated, we were finding more and more that companies wanted our expertise on how to design and operationalise customer experiences. We had the knowledge —our awards and exceptional growth prove it — so we welcomed in Stellar Evolve, our specialist consulting branch.
All of our Stellar Evolve consultants are practitioners. We have lived and breathed contact centres, customers and digital transformation. We know how to design and implement real solutions to real problems. We won’t give you an indecipherable report and declare our job is done – our solutions are practical, easy to implement, and will lead to real results.
What can we do?
We love a challenge, and we’re ready to jump in and help your business.
Find out more about our key services below, or get in touch today to bring us your challenges to solve.
Contact Centre Optimisation
We want to help you turn your contact centre into an efficient and high-functioning service. We’ll help you identify current operational issues, identify best practices, develop new strategies and frameworks, and turn your confusion into clarity.
- Operational health checks and benchmarking
Not sure what’s wrong? We can do an operational health check and provide you with an implementation plan for resolving your issues.
- Operation management strategies
We can implement operational scorecards and provide a process improvement roadmap for specific processes.
- Workforce optimisation
Having the right people in the right place at the right time is critical to your contact centre success. We can review your workforce tools, planning and strategy to optimise outcomes.
- Business process mapping and design
We will build a detailed process map of your workflows, with recommendations to improve your processes.
Everyone’s talking digital, but not everyone knows how to do it. Digital customer service comes with a new host of customer needs that Stellar Evolve can help you untangle.
- Design new customer journeys
We will work with you to balance customer preferences, a drive towards digital, and a reduction in cost to serve. We will help you find the best channels for your brand and how best to use them.
- Identify best practice solutions
Wow your customers, reduce your cost to serve and get it right the first time.
- Optimise your digital engagement by linking customer needs, design and application
Do your customers need robotics, social media, live chat, or just a reliable phone number? We’ll help you discover the sweet spot of customer needs and digital strategy.
- Operationalise your digital solutions
Designing a digital future plan is just the start. You may need to redesign and re-engage your workforce in new ways, requiring new skills and processes. With experience embedding digital solutions we can simplify your operational change program.
Every customer interaction is teeming with data, and with the right extraction and analysis process, you can understand how best to serve your customers.
- On-demand CX lab
Our on-demand CX lab allows you to get customer insights when you need them, whether that’s all day every day, or just focusing on one month.
- Quality framework
Drive operational performance improvements by assessing the quality of your customer interactions.
- Customer experience frameworks and designs
After a quality review, let’s create a customer experience framework and a scorecard: tailored to you and your customers.
- Customer journey mapping
Develop a customer-centric service vision through journey mapping. We focus on mapping the customer interaction to help you understand how you really impact your customers.
Want to learn more?
Drop us a note and we will get in touch for a chat.
Thanks, we'll be in touch.