Case Study: Onshore to Offshore Transition

Exceptional project management experience delivers successful onshore to offshore transition.

The Challenge

Stellar was chosen as the outsourcing solution for a client’s Directory Assistance service. Our contact center team’s primary objective was to transition services offshore with minimal disruption to customers from onshore incumbent.

The Solution

Our contact center specialists devised the following:

  • Recruited and trained 300 agents within 8 week ramp-up.
  • Staged approach to transition to minimize disruption.
  • Mitigated any complaints around local knowledge by flying the leadership team to Brisbane for immersion in Australian culture.
  • Applied learnings from cultural immersion to training.

The Result

  • From no calls to handling over a million calls a month within 10 weeks.
  • Customer satisfaction ahead of target and transition of all services well within the client’s quality expectations.
  • Quality service provided at less than half previous cost of service.
  • Rapid ramp-up of service above target with minimal service disruption.

Award Winning Service: Stellar and Vodafone awarded Best Directory Assistance Service for best practice in key service areas by 2009 International Information Innovation Conference and 118 Awards 

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