Stellar consulting

Who is Stellar consulting?

Our decades of working in the contact center industry have taught us a thing or two about customers and delivering operational excellence.

As technology advanced and the pace of change accelerated, we were finding more and more that companies wanted our expertise on how to design and operationalize customer experiences. We had the knowledge — our awards and exceptional growth prove it — so we welcomed in Stellar consulting, our specialist branch, to help better meet your changing needs.

All of our Stellar consultants are practitioners. We have lived and breathed contact centers, customers and digital transformation. We know how to design and implement real solutions to real problems. We won’t give you an indecipherable report and declare our job is done – our solutions are practical, easy to implement, and will lead to real results.

What can we do?

We love a challenge, and we’re ready to jump in and help your business.  

Find out more about our key services below, or get in touch today to bring us your challenges to solve.

Contact Center Optimization 

We want to help you turn your contact center into an efficient and high-functioning service. We’ll help you identify current operational issues, identify best practices, develop new strategies and frameworks, and turn your confusion into clarity.

  • Operational health checks and benchmarking
    Not sure what’s wrong? We can do an operational health check and provide you with an implementation plan for resolving your issues.
  • Operation management strategies
    We can implement operational scorecards and provide a process improvement roadmap for specific processes.
  • Workforce optimization
    Having the right people in the right place at the right time is critical to your contact center success. We can review your workforce tools, planning and strategy to optimize outcomes.
  • Business process mapping and design
    We will build a detailed process map of your workflows, with recommendations to improve your processes.

Knowledge Management Solutions

Providing consistent, accurate and relevant information to your customers is essential and empowering your staff with that information is critical to your future success. Turning many voices into one message is essential. Stellar supports knowledge solutions through a range of tailored programs.

  • Knowledge Healthchecks
    We can review your current knowledge content and usage to identify how to improve conteet, design and usage to help you get the most out of your solution.
  • Training
    We support most of the major knowledge platforms and can train your team to understand and optimize your content.
  • Styles and Standard Designs
    Having the a simple and engaging format allows your front line staff to access the information quickly and effectively.
  • Business process writer resourcing
    Implementing a new knowledge system? We can help design and then support you with additional process writers to get you up and running.

Digital Transformation

Everyone’s talking digital, but not everyone knows how to do it. Digital customer service comes with a new host of customer needs that Stellar’s consultants can help you untangle.

  • Design new customer journeys
    We will work with you to balance customer preferences, a drive towards digital, and a reduction in cost to serve. We will help you find the best channels for your brand and how best to use them.
  • Identify best practice solutions
    Wow your customers, reduce your cost to serve and get it right the first time.
  • Optimize your digital engagement by linking customer needs, design and application
    Do your customers need robotics, social media, live chat, or just a reliable phone number? We’ll help you discover the sweet spot of customer needs and digital strategy.
  • Operationalize your digital solutions
    Designing a digital future plan is just the start. You may need to redesign and re-engage your workforce in new ways, requiring new skills and processes. With experience embedding digital solutions we can simplify your operational change program.

Customer Insights

Every customer interaction is teeming with data, and with the right extraction and analysis process, you can understand how best to serve your customers.

  • On-demand CX lab
    Our on-demand CX lab allows you to get customer insights when you need them, whether that’s all day every day, or just focusing on one month.
  • Quality framework
    Drive operational performance improvements by assessing the quality of your customer interactions.
  • Customer experience frameworks and designs
    After a quality review, let’s create a customer experience framework and a scorecard: tailored to you and your customers.
  • Customer journey mapping
    Develop a customer-centric service vision through journey mapping. We focus on mapping the customer interaction to help you understand how you really impact your customers.

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Want to learn more?

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

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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 one of the most trusted contact center providers decides to unlock its secrets? Talk to Stellar’s consulting experts for contact center optimization, 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.

Send us your contact details and we will reach out to start a conversation.

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.

Replace repetitive tasks with our intelligent automation solution. Our virtual workforce can increase efficiency, accuracy and handle multiple transactions simultaneously.