Probe CX: Outsourcing Services Provider of the Year 2020

Probe CX has reaffirmed its reputation for innovation and excellence by taking home one of the top honours at the prestigious Frost & Sullivan 2020 Best Practice Awards.

The company was named the 2020 Australia Customer Experience Outsourcing Services Provider of the Year at the awards ceremony, which celebrated Asia-Pacific organisations that have accomplished innovative or disruptive breakthroughs and continually demonstrated excellence.

It was a particularly special win for Probe CX, coming only a week after it completed its acquisition of leading global experience provider Stellar, which had received the award for the past eight years.

With Stellar now an integral part of the Probe CX family, this year’s triumph means the combined Group’s dominance of the category now stretches back to 2012.

In accepting the award, Probe CX Chief Executive Officer Andrew Hume said the company was on a mission to build the world’s best tech-powered customer experience service provider.

“Our journey started by going beyond, beyond our origins as a credit and collections specialist to become a mainstream CX service provider and beyond customer experience to shared services and beyond again to knowledge services,” he said.

“We’ve had some great success with this strategy. We’ve taken what was a relatively small business employing some 300 people and created what is now arguably Australasia’s market leader, a company employing some 18,000 people across five countries.

“We’ve had great success growing our business organically and equally we’ve made some acquisitions along the way to bolster our capability.

“The most recent of those included, only last week, our acquisition of Stellar Group, a wonderful market-leading company and previous recipient of this award. Between us we have won this award nine times in a row, a wonderful achievement.”

The acquisition of Stellar means Probe CX is now the largest and most diverse Australian-owned customer experience outsourcing provider, with more than 18,000 employees and 15,000-plus deployed workstations across five countries.

“At the heart of our business is a digital-enabled practice, a group of highly talented people who design and bring to life future operating models,” Mr Hume said.

“That digital capability has really fuelled our growth. Our strategy there is simple – we want to hold our clients’ hands and walk them into the future to help them navigate the complexities of the digital world that’s enveloping all of us.”

Seventeen winners were announced at Frost & Sullivan’s 3rd virtual Asia-Pacific Best Practices awards ceremony, with judges using real-time performance indicators such as market share, revenue growth, customer acquisitions, product/service value and technology innovation as the backbone of the selection process.

Frost & Sullivan’s ICT Industry Principal, Sherrel Roche said the company was poised for expansion growth.

"Probe CX developed high-value-added automation solutions and has a robust digital transformation consulting practice, enabling it to drive customer excellence. Engaging with customers as the Customer Experience (CEX) optimization partner, Probe CX emphasizes delivering solutions suiting the client's unique and evolving needs. This approach bodes well with existing and new customers in key sectors who are embarking on more transformative projects, further accelerating the group's growth," she said.

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