Stellar CIO Warwick Marx says SupportPoint was chosen to help reduce the time CSRs spend searching multiple databases and applications for information, improving customer experience and the efficiency of the service as well as reducing errors.
“A key reason for selecting SupportPoint is the fact that the system is agent specific, allowing Stellar to analyse how agents are using the system and develop targeted training and coaching programs to close skill gaps.
“It also provides a platform for communication of changes to processes or procedures, online quizzes and other learning tools and links to appropriate web sites or other materials as necessary.”
Marx says Stellar operates 19 outsourcing centres around the world that collectively employ over 6,000 staff, and one of the challenges commonly faced by any call centre operator was providing staff with the ability to navigate to product and business process information in a timely and intuitive manner.
According to Marx, Panviva’s BPG solution offered a new approach to an old problem.
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