Supporting a major telecommunications provider
Major Telecommunications Provider
In 1998, a market leading telecommunications provider selected Stellar to deliver acquisition, cross-sell, up-sell and customer retention services.
The Challenge
The client required an ongoing strategic benchmark for their internal call centers, as well as a high level of resource flexibility to support strategic changes to their business.
An outsource provider was required that could seamlessly transition call volumes, identify potential service improvements and cost savings and achieve exceptional sales results.
The Solution
A dedicated call center site was established to support the client’s requirements.
The center has doubled in size and expanded across two dedicated call centre sites in the subsequent ten year relationship to support:
- Sales and Solutions
- Account establishment
- Account management
- Billing inquiries
- General inquiries
Stellar’s innovative staff incentive package ensures that contractual Key Performance Indicator’s (KPI’s) are consistently met and staff are rewarded for their achievements and ongoing commitment.
Stellar continues to make improvements in efficiency, meeting ‘stretch’ sales and AHT targets, while at the same time ensuring customer satisfaction remains the focus of every interaction.
To support the client’s need for flexibility, Stellar is able to manage an additional 15% of forecasted call volume during peak periods, which also provides the additional benefit of inbuilt Disaster Recovery capability.
A structured induction program, along with customized sales, behavioural and functional training is delivered to ensure staff can confidently deliver excellent service during every customer interaction.
Stellar’s unique ‘Innovations’ framework, which is integrated with their ISO9001 Quality Management System certification, ensures that all levels of staff are actively involved in providing input into business transformation and process improvement strategies for the client.
“The work Stellar does is critical to the retention and growth of our consumer business, and provides us with flexibility and a benchmark for our own internal performance.”
The Result
Some highlights of Stellar’s achievements during this partnership include:
- 10 years of managing approximately 70% of the client’s total call volume
- Due to our performance across all levels, the client doubled the original contract size
- Managing over 2.4 million customer interactions per year
- Surpassing sales targets and revenue generation targets set by the client in a highly competitive telecommunications market place
- Quarterly changes to the transaction mix (which require additional training) with little to no effect on KPI achievements
- A lower call handling time and higher phone staff availability in comparison to client’s internal centers
- Multi skilled agents to enable blending of different call types
- Investigated and implemented new dedicated data service that increased bandwidth availability and saved client $45,000 per annum in communications costs
- Increased client’s flexibility by acting as an ad-hoc overflow center for additional call volumes and call types when required
- Enhanced call forecasts to provide $10,000 per day savings for public holiday periods through advanced workforce management
- Centers provide ‘benchmark’ performance, which has resulted in numerous enhancements for client’s in-house operations
