ISP SalesDelivering a customer and sales focused solution to support the expansion of strong brand in competitive ISP market.
Stellar was selected to be the true business partner to support growth for a new business in the competitive ISP market. We were tasked with establishing an entirely new service including scripts, processes, resource structure and agent roles. This included providing a strong and positive brand experience and offering a flexibility to adapt the service to meet changing circumstances.
Our contact centre specialists devised the following:
- Worked closely with client to devise initial scripts, processes, resource structure and agent roles.
- Applied quality monitoring and continuous improvement process.
- Delivered ongoing agent training.
- Provided systems to support knowledge management.
- Implemented cost-to- serve tracking and strategic roadmap.
- Provided great customer experience to support strong brand with high NPS scores.
- Trialled new contact methods including web chat, kiosks.
- Provided visibility, and implemented and tracked reductions on cost-to-serve.
- Conducted a successful hybrid onshore/ offshore solution to drive operational efficiencies.
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