Knowledge Management

With an effective Knowledge Management system, you can boost productivity, ensure consistency and enjoy improved customer satisfaction.

Intelligence is key to your business and the ability to get up-to-date and relevant information to your customers is a core component of excellent customer service. We know your organization has many products and services, and in today’s changing world, they are evolving constantly. You need your frontline staff to have the most up-to-date information, so that your team and your customers all speak the same story.

How does it work?

Our knowledge management system and process will ensure information can be updated instantly and shared throughout your team.

We have 18 years of experience in setting up and managing knowledge systems for our clients, developing keen understanding of best practice — currently supporting our agents across the globe.

We know all too well that keeping these systems up to date is time consuming for an in-house operation. Why not trust the knowledge experts?

  • Ensure one consistent truth, making life easier for your agents and your customers.
  • Tackle ongoing management of change requests for content.
  • Professional writing, reviewing and authoring of process.
  • Proven experience with multiple clients.
  • Operational structure to cover all required job roles.

Benefits of implementation

It’s not just the increased quality and compliance. A robust knowledge management system will ensure:

  • Consistent customer experience
  • Reduced AHT
  • Reduced training times and improved speed to competency for new agents
  • Tracking of agent comprehension of process updates
  • Improved information accuracy communicated to customers
  • Improved First Contact Resolution rate
  • Increased process compliance.

Stellar has experience across a range of platforms and can design the right solution for your business from scratch; or simply optimize your existing implementation.

What’s our experience?

For one client in the energy industry, our implementation resulted in:

  • 25% reduction in AHT
  • 60% lower floor support requirement
  • 60% reduction in speed to competency

We currently manage >1000 users across utilities, travel and transport and government. In most cases we managed the full project implementation right through to the ongoing change management support, but each client is different, and we are flexible in our approach.

Download Brochure

Want to learn more?

Drop us a note and we will get in touch for a chat.

Sign up to learn more about Stellar and stay informed

Customer care was what Stellar began with in 1998, with just one client and one call center. From these humble beginnings we’ve grown our footprint and our capabilities, but at our core, we are still passionate about people and passionate about customers.

What happens when Australia’s most trusted contact centre provider decides to unlock its secrets? Talk to Stellar Evolve consulting for contact centre optimisation, digital transformation and customer insights.

The right credit management strategy is key to helping customers maintain a positive relationship with your brand. Outsourcing to Stellar means lowering your costs, effectively managing your debt collections with a focus on improving your customer relationships.

IVR can streamline the process for your company and your agents while achieving greater levels of customer engagement and caller satisfaction.

Social media is the new word-of-mouth. It has never been more critical to engage with your customers online.

Rich insights are held within your customer phone calls, but with millions of interactions a year, it’d be impossible to manually monitor each one.

Outbound can be – and should be – customer centric, engaging, and a key part of your customer engagement strategy.

A successful engagement strategy will turn your website into a living, breathing part of your business — a hub where customers can kick off conversations, get support and be enticed into your world.

​Every client’s needs are different, influenced by their industry, customer-base and business goals. This is why Stellar has developed a ‘rightshoring’ model, instead of a one-size-fits-all approach to outsourcing.

Stellar’s proprietary cStar® software has been built to efficiently handle customer interactions across multiple channels. It’s the bridge between your brand, our agents and your customer.

To deliver a superior customer experience, each function in your business needs to operate as smoothly as possible. An efficient and organized back-office is a well-oiled machine, eliminating wasted time and misspent resource.

In today’s busy world, your customers are bombarded with advertising and calls to action from all channels and directions. Don’t let your vital messages get lost in this scattergun approach.

We’ll support your recruitment needs and help you hire the right people. Work with us to free up time and resources so you can focus on growing your business.

We know your organization has many products and services, and in today’s changing world, they are evolving constantly. You need your frontline staff to have the most up-to-date information, so that your team and your customers all speak the same story.