Transform your customer experience
Giving your customer a superior experience in today’s omni-channel world is becoming increasingly challenging.
A differentiated customer experience isn’t an option but a necessity for your business to grow. Bain & Co reports that increasing customer retention rates by 5% increases profits by 25% to 95%. The happiness of your customer directly impacts your bottom line.
Your customer is evolving
The days of a customer driving to your business to wait patiently in line for service are a thing of the past. Today, your customer expects seamless, personalised help at lightning-fast speeds, and technology is empowering them to take control of their relationship with you — all on the channel they choose.
The voice of today’s customer has never been more powerful. It’s digital, it’s loud, and it never sleeps.
Are you prepared for the customer of tomorrow?
Too expensive to ignore
Bruce Temkin, Certified Customer Experience Professional, says:
“The difference in spending between a consumer who experiences a very poor response by a company and one who experiences a very good response is dramatic.
The better response leads to 41% fewer consumers decreasing their spending with the company and 31% more increasing their spending.“
Neglecting your customer experience comes with a hefty price tag. Outsourcing means ensuring your customer’s needs are put first — while also lowering your costs.
Trust the voice behind some of the biggest brands in the world
Our client relationships are built on a culture of partnership and trust. Our roots in Open Book Management means that the success of your company is the success of ours – with our agents’ financial rewards directly linked to performance.
With over 20 years’ experience of customer interactions across multiple channels, Stellar knows how to deliver an exceptional experience for your customers.
Stellar can transform your customer experience
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.