Case Study: Major Service Improvements for a Telco

Exceptional outcomes for Hutchison Telecommunications.

The Challenge

Stellar entered into a partnership with Hutchison Telecommunications to seamlessly transition their in-house services to Stellar. This included the identification of potential service improvements and operational efficiencies and required our rapid response to campaign requirements when needed.

The Solution

Our contact center specialists devised the following:

  • The transition of over 300 client employees to Stellar.
  • Established a second collections team to support a new part of the business.
  • Updated system design and assisted in the development of employee training procedures.
  • Recruited and trained additional team members when needed for campaign activities.

The Result

  • Trained 226 people in 7 call types within 3 months.
  • Delivered best ever service level by 17% in first week of operations.
  • Reduced AHT by 23%.
  • 92% of employees remained with Stellar.
  • Implemented a successful credit solution which exceeded previous collection rates.
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