Case Study: Insurance Rapid Response

Supporting an insurance client through exceptional circumstances.

The Challenge

During the devastating 2011 Queensland Australian floods, Stellar was engaged to make contact with our client’s customers to determine what assistance they required. The client was being inundated with calls from customers affected and an urgent response was required.

The Solution

Our contact center specialists devised the following:

  • 50 employees from our Gold Coast site were transferred to the insurance company’s Brisbane centre each day. (Another 25 started a week later)
  • Employees were fully trained in 1.5 days.
  • After 3 months the service was moved to the Stellar site for an additional 2 months of operation.  

The Result

  • Rapid response team of trained customer service staff was provided.
  • Within 24 hours Stellar implemented a strategy.
  • Helped maintain and enhance our client’s brand.
  • Within a few weeks our employees were receiving positive customer feedback. 
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