Onshore to Offshore TransitionExceptional project management experience delivers successful onshore to offshore transition.
Stellar was chosen as the outsourcing solution for a client’s Directory Assistance service. Our contact centre team’s primary objective was to transition services offshore with minimal disruption to customers from onshore incumbent.
Our contact centre specialists devised the following:
- Recruited and trained 300 agents within 8 week ramp-up.
- Staged approach to transition to minimise 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.
- 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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