Stellar, a leading global call centre and business process outsourcing provider, today announced they have been awarded a call centre outsourcing contract with one of Australia’s leading energy retailers.  

The call centre outsourcing deal with Stellar involves the provision of inbound customer service for the client’s Queensland-based residential, small-to-medium enterprise, and industrial and commercial customers. 

“With the expected increase in competition among energy retailers following the commencement of full retail competition in the Queensland market, our client can be confident of continuing to deliver an outstanding customer service experience to their customers,” said John Hollingsworth, Chief Executive Officer of Stellar Asia Pacific. “Stellar has a comprehensive understanding of the retail energy market in Australia, and we look forward to building a strong relationship with our new client”. 

The energy retailer chose Stellar to deliver inbound customer care services based on their expertise in call centre outsourcing, in addition to their vast industry experience in the Australian retail energy market.  

The service will be operated from one of Stellar’s eighteen global outsourcing centres based in Australia. Financial details and terms of the call centre outsourcing agreement were not disclosed. 

Stellar is a leader in serving the utilities industry, having extensive experience managing call centre and business process outsourcing services for a number of leading Australian retail energy providers. Stellar operates nine call centres in Australia that collectively employ over 3000 staff across the country.

Stellar, a leading global business process outsourcing services provider, today announced that that they have renewed a call centre outsourcing contract with a State-based transport information service in Australia for a further 12 months. 

The end-to-end call centre outsourcing services provided by Stellar include customer service and information enquiries regarding rail, ferry and bus travel information in the State, as well as email management, online timetable and fare updates and IVR system management.  

“The renewal of this contract sees Stellar enter into our 10th year of ongoing service provision after initially winning a highly competitive tender in 1999, ” said John Hollingsworth, Chief Executive Officer of Stellar Asia Pacific. “This is largely due to consistently high levels of service performance, responsiveness to evolving client needs and our forward-thinking service developments”. 

Stellar will continue to work closely with the client to identify additional automation opportunities, service improvements and further cost efficiencies. The transport information service will continue to be operated from one of Stellar’s nine Australian call centres.

Financial details of the agreement were not disclosed. Stellar is a leader in serving the travel and transport industry, having extensive experience managing call centre and business process outsourcing services for airlines, hotels, logistics providers and transport information lines.

Stellar, a leading global call centre and business process outsourcing provider, today announced that they have signed a deal to upgrade the multimedia call centre technology used across their nine Australian-based call centres and two Australian corporate offices in Melbourne and Sydney.

After a comprehensive evaluation of the leading call centre technology products and a successful 6-month ‘proof of concept’ trial, Stellar chose the Mitel 3300 IP Communications Platform (ICP) for their inbound customer interaction needs.

The Mitel 3300 will provide Stellar with enterprise IP-PBX capability as well as a range of embedded applications, such as standard unified messaging, auto-attendant, ACD, voice mail, wireless gateway and CTI tools for application integration. In addition, Stellar will take advantage of the product’s superior Voice over Internet Protocol (VoIP) and audio/video conferencing capabilities to enable high-quality conferencing between its more than 20 global locations as well as moving its Australian corporate telephony to the Mitel platform.

The Mitel 3300 will also form the basis of Stellar’s ongoing strategy to service its Australian clients in both domestic and offshore locations whilst minimising telephony charges.

The Ethan Group were Stellar’s supplier of choice to run not only the initial proof of concept trial, but also to supply, integrate and support the Mitel technology on an ongoing basis. “We have been extremely pleased with the flexibility and professionalism of the Ethan Group on this project and look forward to continuing this excellent relationship”, said Warwick Marx, Chief Information Officer of Stellar Asia Pacific.

Stellar has also upgraded from an Aspect® Premier Predictive Dialler to the latest version of the Aspect® Unified IP^TM product to enhance agent productivity and further improve outbound sales, telemarketing campaigns and collections service performance. The new IP-based dialler has multiple dialling options, and boasts industry-leading answering machine detection rates with compliance controls and reporting.

The new Dialler will be supplied, integrated and supported by Lake Corporation, who have been a long time business partner of Stellar’s.

“Both these new technologies greatly enhance our multimedia call centre capabilities and allow us to seamlessly manage all types of inbound and outbound customer interactions via phone, fax, email and web. It is essential in today’s multimedia environment that we are able to respond to customer enquiries in the manner they wish to contact us, not just via traditional voice channels.” said Marx. “The sizable investment we are making in these new technologies further demonstrates Stellar’s commitment to delivering leading-edge call centre technology to our clients that reduce costs, improve quality and enhance customer satisfaction”.

Stellar provides call centre outsourcing services and business process outsourcing solutions to a range of high profile clients in the telecommunications, utilities, transport, finance, government and manufacturing industries.

Stellar, a leading global call centre and business process outsourcing provider, today announced the official opening of a new 265-seat call centre in Queensland, creating over 300 new jobs in Biggera Waters, a suburb on the Gold Coast.

Councillor Rob Molhoek from the Gold Coast City Council attended the grand opening of the new state-of-the-art call centre facility, along with senior executives from Telstra and Stellar Asia Pacific.

“We chose Queensland for our new centre to give us the ability to recruit high calibre talent. The centre has commenced live operations with a group of skilled employees who are fully committed to delivering a best-in-class service to our clients,” said John Hollingsworth, Chief Executive Officer of Stellar Asia Pacific. “We have a proud history of supporting regional Australian communities, and have invested over AU$2.6 million in the new call centre’s modern infrastructure, staff facilities and technology capabilities”.

The new centre brings the total number of call centres operated by Stellar in Australia to nine, and globally to 18, firmly cementing their position as a market leader in the Australian call centre outsourcing market. The 265-seat call centre provides a significant boost to employment in the local area, and applications for employment can be made through the stellarBPO.com website.

The new call centre provides additional capacity to support Stellar’s continued domestic growth delivering world-class call centre services to their Australian clients. The centre complements Stellar’s existing Queensland-based call centres in Brisbane and Robina, and will initially house work for a leading Australian Internet Service Provider.

Stellar operates eight other Australian-based call centres in Victoria (Richmond and Box Hill), South Australia (Adelaide), Western Australia (Perth), New South Wales (Hornsby and Wollongong) and Queensland (Brisbane and Robina), in addition to their head offices in Sydney and Melbourne.

Founded in Australia in 1998, Stellar Asia Pacific has grown from a start-up company to become a market leader in the Australian call centre outsourcing market with nine domestic call centres employing over 3,200 staff. The company has also expanded internationally, with call centre facilities in the Philippines, the United Kingdom and North America. The new centre in Queensland brings their total number of call centres across the globe to 18.