Pioneer innovative technology
Customer conversations were once owned by companies.
They were one-directional and controlled.
Now, technology has empowered your customer with limitless ways to make their voice heard – and they are using this power to take control of the conversation.
What's around the corner?
The role of the contact centre has evolved, through a combination of technology and a changing customer mindset.
This is only the beginning. The contact centre of the future isn’t a reactive call centre. It’s an omni-channel relationship hub. And we can take you there.
Personal and immediate
Today’s customer demands personalised and immediate attention from their supplier. The rise of agile disrupters like Uber and Airbnb have changed the face of customer service, showing customers new ways of doing business.
Your customers need you to know them, to value them, and to meet them on every channel. This is a huge challenge. With technology’s rate of change, by the time you have set up your company’s Facebook page, the rules have changed.
Death of the call centre?
The digital-based future won’t mean the death of the call centre — but instead the birth of an omni-channel solution designed to help customers help themselves. By integrating digital and traditional channels, your company can lower costs while cutting down on the time it takes your customer to solve their problem.
Stellar provides the digital customer with a comprehensive range of services, each with unique qualities to offer. Your customer can opt for social media, cloud-based IVR, web chat, SMS, email, inbound – with the list continuing to grow.
Stellar has in-house capabilities with our low-cost workforce management solution cStar®, and we also enjoy long-lasting and solid relationships with many software providers. Despite this, we are not bound to any one provider or solution. We approach each client relationship with a fresh start to find the best solution for their particular needs.
We consider our clients true partners, and we have invested in the transformation of our clients’ businesses to deliver the right outcomes. Our proof of concepts have gone on to become implemented solutions.
Discover new technology with Stellar
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.
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.
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.
Want to learn more about Stellar?
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