Case Study: Customer Insight in Action

Listening to what your customers are really saying through Customer Insights.
image description Stellar and Datanautix were able to offer an innovative external perspective to our business processes with quantitative insights and actionable outcomes. image description Executive Manager - collections, large financial institution

The Challenge

Stellar, in conjunction with our partner Datanautix, was asked by 2 major clients to provide detailed Customer Insights that review calls from a customer’s perspective to deliver deeper insights. Customer Insights result in greater consistency in quality service delivery, improved customer satisfaction levels and a 20% - 30% reduction in costs.

The Solution

Our contact centre specialists devised the following:

  • 300 calls were analyzed over a 12 week period.
  • Results are collated and rated, as per quality monitoring guide and delivered to client.
  • Developed Workshops to ensure insights are turned into actionable outcomes.
  • Provided coaching and feedback as a Stellar value-add service.

The Result

  • Client 1-  Utility Sector

-          Reduction in AHT delivered.

-          Change to transfer process.

-          Provided recommendations for changes to bill layout.

  • Client 2 - Financial Institution/ Collections

-          Predictive payment model developed.

-          Change to call management strategy.

-          Savings of $500,000 generated from first round of workshops.

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