STELLAR.... a new outsourcing Call Centre Company

On May 15th 98 Telstra, the Australian Telco, and Excell announced a joint venture to establish one of the largest Call Centre Outsourcing Service Companies in Asia Pacific. Stellar will probably start up by lending Telstra a hand with some of its own customer service functions. Excell has a very high reputation for service from the USA and I expect Stellar to be an aggressive bidder for outsourcing contracts from both the Federal and State Governments in the coming 24 months.

18.05.98 Niels Kjellerup

Here is the press release

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TELSTRA AND EXCELL TO CREATE STELLAR

- A JOINT VENTURE CALL CENTRE BUSINESS

Telstra Corporation and Excell Global Services (Excell) today announced the formation of a joint venture company, specialising in call centre solutions in Australia and the Asia Pacific region.

The new company, STELLAR, is expected to be operational in May, 1998.

Newly appointed CEO, Steve Morphett said establishing Stellar was a timely and exciting move and a demonstration by both Telstra and Excell to take a more active stake in Australia’s rapidly growing $1.8 billion call centre business.

Stellar will provide consultancy and manage call centre activities on behalf of clients.

"It will provide a comprehensive service, including consultancy, training systems, administration and operations in respect to call centre applications," Mr Morphett said.

Mr Morphett has held a number of senior executive positions within Telstra’s Commercial and Consumer business unit over recent years. In addition to key roles in sales and marketing, he has operational experience in the management of Telstra’s own sales, service and billing enquiries call centres.

Stellar will target the government and finance, travel, telecommunications and utilities sectors.

Mr Morphett said call centres were being used increasingly by service industries to provide a new level of customer service, convenience and quality.

"You only have to look at the expansion of telephone banking, telemarketing and other phone based services to see the growth in this market. We see this as a great opportunity to support a new growth industry in Australia and the region as a whole".

Peter Shore, GMD Commercial and Consumer said: "The call centre industry is experiencing strong growth. This joint venture is an ideal way for Telstra to enter the market, particularly given the experience and track record of our partner Excell"

"The joint venture also complements Telstra’s existing strengths in the provision of network and product solutions. We will be able to provide our call centre clients with a total solution, tailored to meet their needs" Peter Shore said.

Excell Global Services is a US based company which service major call centre clients in the US, UK, Canada and Europe. They bring proven experience in establishing new call centres, in flexible people management and a customer service focus which complements Telstra’s commitment to quality service.

Dan Pearce, President Excell Global Services added: " We are very excited about our move into the Australian market. We are confident that the joint venture with Telstra will deliver the best operational efficiencies and customer service for our future clients."

 

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