Noble Insights December 2016 | Page 4

Customer Spotlight: Stellar
Stellar is a broad based, multichannel
contact
center
organization
with inbound, outbound and
blended business support services
– specializing in both B2B and B2C
programs for customer service,
telesales, customer acquisition, appointment setting and helpdesk support. The company was established in 1998 and now
has two contact centers in the UK, with the capacity to employ
over 500+ agents.
Stellar had an established reputation for managing successful
campaigns, but was looking to gain superior stability and reliability
and to develop more strategic business acquisitions. The Noble
solution met their contact center technology requirements and
enabled them to streamline their multiple systems into a central
area, ensuring consistent and accurate reporting and the ability
to use a single data source across its UK-based sites. Andrew
Reid, Head of Information Technology (UK) said, “We wanted a
more comprehensive and reliable solution to allow us to become
even more accountable to our customer base and raise the
productivity and quality of our service level agreements. We
were particularly impressed by Noble’s expansive list of features,
including extensive reporting that we could take advantage
of immediately. We were also impressed by the ease of use in
setting up and adapting campaigns.”
Stellar runs multiple campaigns across multiple industries on a
daily basis, and Noble’s web-based agent scripts are easy to set
up and manage in real-time. Stellar’s Quality Assurance team
uses Noble to monitor 100% of calls, with the option of coaching
agents at the same time. Quality managers can sanction calls
that do not meet company standards and employ training to
address any shortfalls in agent behavior.
Rei d explained how the agents work, noting, “Our agents use a
workflow and many of the outbound calls are for new customer

acquisition. Once a sale is made or an appointment is set, key
information is sent to our customers’ databases held at their own
sites. Noble also enables agents to transfer both voice and data
calls to other remote offsite locations for immediate follow up.”
Data management is a key focus, and the Noble solution works
in conjunction with Stellar’s Microsoft SQL server database so
that data can be segmented and prepared for campaigns
quickly. Reid observed, “With more regulations and restrictions on
outbound calling, marketers need to be more selective over the
data they use for contacts. Noble’s flexibility means we can profile
the data more accurately
and display statistics on calling
In a business where
patterns within seconds. In turn,
uptime
and efficiency
campaigns can be modified
have a direct impact
in real-time so that we can

“

get the best results and agent
productivity possible from the
data available, while complying
with regulatory guidelines.”

on our bottom line, we
need technology that can
continue to deliver day
in and day out. Noble
gives Stellar a platform

Stellar operates 24 hours a day,
that provides extensive
7 days a week handling both
B2B and B2C contacts. “Noble
functionality, flexibility,
offers Stellar a platform that
and reliability.
provides extensive functionality
and flexibility; giving Stellar a
stable, dependable business tool,” said Reid. “In a business where
uptime and efficiency have a direct impact on our bottom line,
we need technology that can continue to deliver day in and day
out. With the Noble solution, we are able to exceed our goals for
SLAs and minimize our overall cost of technology ownership and
operational running costs. We can pass on the benefits to the
customer, gaining a competitive edge in the market.”

”

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Americas / Worldwide Headquarters

Noble Systems Corporation
1200 Ashwood Parkway | Atlanta, GA 30338-4747
[phone] | 1 888 866 2538

EMEA

Noble Systems EMEA Ltd
[phone]

APAC

Noble Systems Australia Pty
[phone]

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