Supporting a major mobile telecommunications provider
Major Mobile Telecommunications Provider
An International mobile telecommunications provider was seeking an outsource partner to take over the management of their customer care, collections and information services in Australia. Like many companies, this client wanted to focus management time and effort on strategy and core business activities while using a specialist outsourcer to manage their call center services.
The Challenge
One of the key business challenges was to ensure a seamless transition of the in-house service, while at the same time identifying potential service improvements and operational efficiencies.
To ensure a successful transition of both staff and services, Stellar invested up front time and resources for the planning and preparation of Go Live. A due diligence process was undertaken to review the existing operations, facilities, technology, operational team, employment arrangements and learning & development programs.
Stellar followed a strict project management methodology to scope the full requirements, including identifying, mapping and defining all required business processes. All key milestones were achieved and Stellar ensured risks were identified and addressed prior to meeting the ‘Go Live’ date.
The Solution
Stellar’s solution for this telecommunications client manages the following activities:
- Account establishment
- Account management
- Billing inquiries and collections
- General inquiries
- Paging, messaging and directory assistance
In addition, Stellar regularly supports telemarketing campaigns from either a managed client site or a separate Stellar site. We provide rapid ramp up and down of campaign capabilities to meet the client’s specific business drivers.
Between May and December 2006, Stellar had over 40 telesales agents supporting short-term telemarketing campaigns to both consumer and business customers. During this period, the B2B sales team generated over 5,000 appointments for the client’s Business Dealer Network.
The Result
Some highlights of Stellar’s achievements during this partnership include:
- Successfully transitioned over 300 client employees to Stellar
- Multi-skilled and cross trained 226 agents in 7 call types within 3 months, while simultaneously achieving service levels
- Surpassed client’s ‘best ever’ Service Level by 17% in the Customer Care area during the first week of operation
- Reduced the blended AHT by 23% during the transition period
- Re-engineered existing business processes to gain significant operational efficiencies
- Transferred a predominantly casual workforce to a permanent workforce, which not only created a more stable environment, but also reduced staff overheads
- Introduced employment bands to increase flexibility, meet employee needs and ensure optimum scheduling of staff
- Designed and deployed a technical call blending solution in the Directory Assistance, Messaging & Paging areas to provide significant monetary returns to the client
- Adopted the client's existing Industrial Agreement as the employment mechanism
- 2 years after taking over this operation we offered staff the option of joining a Stellar employment award – 92% of staff accepted this offer
- Collections team grew from 1 FTE to over 20 FTE over a 5 month period, significantly reducing the number of accounts written off as unrecoverable
