Microsoft

Microsoft needed to capture the smartphone market. What did they do?
GlobalCorp
image description A peace is of the nature of a conquest; for then both parties nobly are subdued, and neither party loser. image description William Shakespeare, Director of GlobalCorp

The Challenge

Transition services offshore with minimal disruption to customers from onshore incumbent as well as from Stellar's own operations in Brisbane, which represented about 1/3 of the overall anticipated workload

The Outcomes

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  • Quality service provided at less than half previous cost of service.
  • Customer satisfaction ahead of target and transition of all services well within the client's quality expectations.

The Background

Stellar already had a favourable relationship with a part of the group, having provided services since they first outsourced contact centre activities in 2003. With a successful proposal to provide services in the Philippines, Stellar was awarded the work in August 2009.

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The Solution

Recruit and train 300 agents within 8 week ramp-up. Involved a rolling recruitment and training schedule, bringing in four lots of 75 agents over an eight week period. A rigorous process that ensured the highest calibre personnel were assigned to the account.

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Staged approach to transition to minimise disruption, with Stellar retaining work in Brisbane as Stellar's agents in the Philippines became more proficient. When the Average Handling Time (AHT) for calls decreased, Stellar Philippines was able to take on total call volume.

Staged approach to transition to minimise disruption, with Stellar retaining work in Brisbane as Stellar's agents in the Philippines became more proficient. When the Average Handling Time (AHT) for calls decreased, Stellar Philippines was able to take on total call volume.

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