Customer insights aren't always this obvious.
Introducing Stellar's listeningCentre
Every year, billions of customers hear the phrase "This call may be recorded for quality monitoring purposes..."
Stellar's listeningCentre listens to these recordings to help companies:
- Increase customer satisfaction
- Improve product offerings
- Reduce operational costs
- Identify and maximize revenue opportunities, and
- Ensure adherence to internally or externally regulated processes
We use our Interaction Analytics approach to really HEAR what your customers are saying.
What is the listeningCentre
The listeningCentre is a comprehensive Quality Monitoring & Analysis service provided by Stellar to organisations committed to offering their call centre customers a superior experience.
Having Managed Customer Relations (MCR) for clients such as Virgin Blue, Telstra and Sony for the past ten years, Stellar offers a bespoke service targeted at improving the processes that lead directly to a positive customer interaction.
The listeningCentre offers three levels of service:
- listeningPost - Quality Monitoring, traditional rating of customer calls using your quality monitoring guide and processes
- listeningInsight - adding customer centric elements to your quality monitoring, quarterly analysis to identify opportunities to improve process and increase customer satisfaction and loyalty
- Datanautix - in depth analysis of calls to provide strategic advantage and global benchmarking
