Stellar Picks Panviva's SupportPoint to Streamline Performance of Call Center Agents

Stellar, a dealer in managed customer relationships, chose Panviva’s SupportPoint, a real-time desktop guidance system to offer competitive advantage to contact center agents.

SupportPoint solutions provide on-demand tools to help knowledge workers manage complex and rapidly changing environments. Using SupportPoint, knowledge workers can navigate and coordinate multiple applications, disconnected information sources, and critical regulatory procedures quickly and accurately. SupportPoint is a user-centric solution that determines the exact location in a task and provides step-by-step contextual assistance, guiding through even the most complicated procedures and systems in the fastest and most accurate way possible -- just like a GPS. 

Panviva asserted that SupportPoint has enabled Stellar to establish a centralized database of product, process and procedural information relevant to the customers and accessible in real-time to contact center agents. As calls are taken, SupportPoint guides the agents through the process of answering each call, providing step-by-step instructions and information. Based on the success of the system in Australia, Stellar has decided to broaden its use. 

Stellar stated that it is a very customer-centric organization with a goal to exceed not only the expectations of clients but of their customers as well. SupportPoint helps provide a strong competitive advantage to the company’s contact center clients, offering even higher levels of service and faster time to peak performance.

Stellar expects to achieve greatly reduced training requirements for agents, enable a big increase in soft skills training, lower the handling times for customers and increase the accuracy and consistency of calls with the assistance of SupportPoint. Stellar undertook implementing SupportPoint in conjunction with their client, National Motor Club of America (NMC). Both Stellar and NMC recognized the value that SupportPoint brings to their customers and how this tool will have a positive impact on the customer experience. 

“SupportPoint has produced key operational benefits for Stellar since the solution was chosen in 2008, positioning the company well in the forefront for contact center outsourcing. Now they are extending that advantage to their US clients to offer the best and most efficient service experience possible,” said Stephen Pappas, vice president of global sales at Panviva, in a release.