Case Study

How Satellite Office helped QEnergy on a 3-phase roll-out for their Collections, Customer Service, and Sales offshore teams

Overview.

QEnergy is an electricity retailer that operates across Queensland, New South Wales, Victoria and South Australia. QEnergy has traditionally specialized in business electricity products, however it also offers a range of products to residential customers. ​

Our Solution.

The business faced several challenges including raising competition from new entrants to the B2B energy market.. Despite these challenges, the business remained focused on investing for future growth. To address these issues, the company sought the help of Satellite Office. With Satellite Office’s assistance, the business was able to establish itself in the B2B energy market and compete effectively against established players in the market.

QEnergy worked with Satellite Office on a 3-phase roll-out for their Collections, Customer Service, and Sales teams. As the project manager, Satellite Office oversaw the entire implementation process, including training, onboarding, and integration into the existing team. By working closely with the management team, Satellite Office was able to recruit quality leaders to lead the offshore teams. The recruitment, onboarding, and training of the leadership team were completed first to ensure they were able to effectively lead their respective teams. Quarterly QBRs were held to discuss operations and provide recommendations to ensure the teams continued to perform effectively. After a full review, Mojo Power, who had their own offshore team, recently acquired QEnergy. Satellite Office was chosen as the preferred supplier, and tasks are now being migrated across to ensure a smooth transition.

Client

QEnergy

Industry

Electricity Retailer

Key Outcome

Starting with 4 initial team members, they have grown their offshore team to 49 and are looking to expand further in the future. ​

A remote back office team covering:

  • Customer Service
  • Marketing
  • Training and Quality
  • Outbound Sales
  • Finance and Collections

Offshore roles.

Marketing Team

  • Data & Analytics Supervisor​
  • Data Entry Associate​
  • Marketing Assistant​

Customer Service Team

  • Customer Experience Team Leader​
  • Resolution Specialist​
  • Customer Service Consultant​

Training and Quality Team

  • QA Manager​
  • Quality Assurance Officer​
  • Business Process Analyst​

Outbound Sales Team

  • Quality Assurance Supervisor​
  • Sales Manager​
  • Sales Team Leader​
  • Retention Specialist​
  • Outbound Sales Consultant​

Finance and Collections Team

  • Collections Team Leader​
  • Senior Collections Officer​
  • Collections Officer​
  • Corporate Accountant​

Satellite Office has the flexibility, the people and the experience.

Scott HendersonCEO, QEnergy

FAQs

Frequently Asked Questions to help you with your offshore staff leasing requirements

What is the total cost for the Leased Staff?

The total cost for the Leased Staff is an all-inclusive fee including 2 components, being the Direct Leased Staff Costs as well as the Monthly Solution Fee:

 

Satellite Office does not include any mark-up or generate any fees for the Direct Leased Staff Costs. These costs include Gross Salary, Mandatory 13th Month Pay, Private Medical Insurance and Employer Statutory Costs. These costs can also include optional staff bonuses, or the provision of a free lunch.

The Monthly Solution Fee includes the provision of the complete Managed Solution, including Serviced Office, Staff Leasing, IT Support, HR, Payroll and other offshore support services.

Is there a minimum or maximum number of Leased Staff members I can hire through Satellite Office?

There is no minimum or maximum number of Leased Staff team members you can hire through Satellite Office. The model is effective with a team of as little as 1 staff and upwards to large teams of more than 100 staff, with flexibility to scale up and down.

Is there a minimum term required under the Full-Service Model?

Yes. Minimum term is 6 months. Some of our clients choose to sign longer-term agreements to enjoy improved terms.

Read more FAQs

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