May 27, 2009
Stellar engaged Datanautix to analyse contact centre operations for one of its major clients, a leading Australian retail energy provider. Upon recent completion of the project, Datanautix recommended process changes that will eventually drive an overall reduction in call centre expenses by 25-35 percent while improving overall customer satisfaction scores by over 20 percent.
Sanjay Patel, CEO of Datanautix, Inc., said the project is the firm's largest international contract for its Intelligent Interaction Analytics solution.
Stellar, a global leader in Managed Customer Relations, employs more than 6,000 staff in 19 centres across Australia, the U.K, the U.S, Canada and the Philippines, and provides call centre services in South Australia and Victoria to one of Australia's major energy retailers.
"We have been impressed with the depth and sophistication behind the Datanautix methodology as well as the overall results they delivered for us," said John Hollingsworth, CEO of Stellar Asia Pacific.
"The final results were very actionable and they were able to identify process improvement opportunities very early in the process. Applying the Datanautix capabilities to our customer service calls has yielded insight and information that is driving changes well beyond the call centre operation for our client. Their findings are going to help streamline their marketing campaigns, focus on ways in which they can improve their billing statements and also lead to the development of an ongoing quality assurance process that's more customer centric."
"We are currently in discussions with Datanautix to determine how we can bring this capability to the Australian market and help our clients reduce operational costs as well as drive long term customer loyalty and advocacy," said John Hollingsworth. "We are confident this will give our clients a competitive advantage with a very high ROI."
Developed over the past three years, Patel explained that Datanautix' proprietary conversation-mapping technology is designed to leverage the science of consumer behavior and operational analysis to help companies drive breakthrough change in how they manage contact centre interactions with their customers.
"Our innovative new technology has been developed at the UCF Technology Incubator," said Patel, "and has leveraged grants from sources such as the National Science Foundation and Enterprise Florida. Having one of Australia's largest call centre providers come halfway around the world to pilot our solution is strong proof that we have a unique and innovative capability that is competitively strategic in a global environment."
The Datanautix Intelligent Interaction Analytics technology can track more than 200 possible customer experience indicators to capture the context of agent/customer interactions in a call center. "By combining our proprietary measurement toolkit with our data analytics and predictive modeling technology, we are able to pinpoint specific areas of process change and improvement that typically yields a 20-30 percent savings with an overall improvement in customer satisfaction of 15-25 percent," Patel said.
"In the current economic environment, it is critical for companies to ensure that they are driving a customer experience that results in loyalty and customer wallet share," said Patel.
"The post-sales service experience is one of the most important factors consumers use to determine whether to continue to do business with a company in the future. For retail providers that have thousands of customers and many competitors, driving optimal customer service transactions are absolutely critical to survival today," he said.
"We found several ways Stellar and their clients can transform their customer's experience while reducing costs," Patel said. "That quickly translates into higher customer loyalty and shareholder value, which is more critical today than it has been in the last 50 years," he added.
