Austar Achieves Significant Call Centre Benefits Using SupportPoint

Tuesday, 07 October 2008 07:54

Austar, a leading provider of subscription television services in regional and rural Australia, have realised significant benefits in their call centre environment since implementing Panviva’s SupportPoint business process guidance solution.

Austar selected SupportPoint as their centralised knowledge database.  SupportPoint delivers on-the-job, relevant and actionable information on specific systems, processes, policies, tasks, and products. SupportPoint’s ability to provide rapid access to structured online documentation dovetailed with the frontline training and performance support AUSTAR needed.  According to Glen Duggan, Business Process and Knowledge Manager: “We replaced multiple sources with one source of the truth. It has become the company bible for all customer facing employees.”

Despite a 50% increase in customers, Austar has experienced a substantial decrease in operational costs.  The centralised knowledge base has over 2000 documents which call centre staff are able to quickly and efficiently search for relevant information, which contributes to improved customer service.  Training times have been cut by 20% with increases in graduation rates, and class preparation has dropped from weeks to one to two days.

“To have high profile organisations select SupportPoint as their solution not only validates Panviva’s ability to meet market demands, but also shows a strong shift in the corporate approach to business process guidance for improving employee productivity,” said Mr Ted Gannan, Panviva CEO.

Austar joins companies such as HP, Caterpillar and NAB in a growing list of organisations that have implemented SupportPoint to drive down training and support costs and improve employee productivity and customer satisfaction.