Outbound sales and service

Outbound hasn’t always enjoyed the best reputation. Be honest. When you hear the word, do you think of a pushy salesperson peddling a product you don’t want, ringing just as you’re sitting down to dinner?

Reality is, outbound can be – and should be – customer centric, engaging, and a key part of your customer engagement strategy. It’s your opportunity to proactively improve the service you offer your customers, and with cutting-edge technology and a wealth of insight available through big data and customer research, it’s a channel that deserves a new reputation.

What can proactive outbound do for your business?

Benefits of proactive outbound:

  • Engage your customers when and where they want to be contacted – with a targeted approach and offer, designed around their needs and preferences.
  • Discover brand new leads through digital channels.
  • Use lower-cost and less intrusive methods like SMS and email, if that’s what your customers want.
  • Enhance brand advocacy and customer loyalty.

Stellar’s outbound capabilities

The critical consideration in delivering warm outbound campaigns is protecting the value of your leads. These are your customers, your relationships. We understand how important it is to deliver the same customer-centric experience on an outbound interaction that your customers expect when they initiate contact with you.

That’s why our clients have chosen us to nurture their outbound campaigns across industries from telecommunications and travel, to utilities and education, financial services and even government.  


The data is all held in our customer interaction management platform, cStar®. Our bespoke software consolidates customer profiles, customer interaction and purchase history and can connect to your CRM, billing and provisioning systems for a single view of each customer.

For outbound workflows, cStar can:

  • Manage technical contact – dialling, connecting and routing of calls
  • Deliver automated multi-channel contacts
  • Integrate data from multiple sources into a single agent presentation
  • Provide scripting and call guides for the agent
  • Provide end to end processes to be able to track and monitor customer interactions
  • Provide detailed reporting on your customer interactions.

Dialler efficiency

cStar can be fully integrated with dialler software, and we have a long-lasting relationship with Aspect – using their Unifed IP for our outbound sales and services.

Without dialler software, outbound agents average 15 minutes talking per hour, with most of their time spent listening to a busy signal or answer phone messages. An integrated dialler and cStar solution means agents can spend up to 45 minutes talking per hour.

List management

We maximise the effectiveness of our dialler capability, and your valuable dialling list, through targeted and bespoke dialling and list management strategies. Our professional dialler managers assess real-time data and historical trends to determine who to call, on what device, at what point in time, enhancing both contact rates and conversion outcomes. On large services, we can even get to the detail of matching customer profiles with suitable sellers.

One client’s story

We’ve been long-term partners of a tourism client, managing their customer relationships and sales activities. In June 2015 we added an outbound campaign to proactively engage their customers, and to help grow their direct business.

We established a premium specialised outbound team, tasking each agent with management of their own portfolio of leads. Their job was to reach out to these past passengers via phone and email, hear their stories, and help find the right new experiences to suit their current needs.

The number of contacts, the timing of the contact, and the channel was up to the agent and the customer.

The results were:

  • 50% conversion
  • $5.8 million in incremental revenue in 12 months.

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 centre. 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 software cStar® 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 organised 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 organisation 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.