What's new Hybrid collections approach achieves up to 90% customer conversion rates for 'buy now pay later' firm

Discover how an offshore-onshore hybrid collections model achieved 41% monthly savings and increased digital payments by 87%.

About Us

The home of digitally-enabled CX

THE PROBE CX PROMISE

Our one promise: we will help modernise the way you do business.

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WHAT WE DO

Probe CX designs and develops solutions for businesses ready to embrace the future. We produce great customer experiences. We synergise with our clients to ensure greater potency and constantly balance productivity and quality. We blend the best ideas with world-leading technology to make it easier for our partners to connect with their customers.

CLIENT SUCCESS STORIES

We’ve worked with many organisations around the world to identify their challenges and offer tailored solutions to help them reach their goals. Here are a just few client highlights.

reduces costs and AHT by 56 seconds

Leading courier and freight provider reduces costs and AHT by 56 seconds using voice-to-chat volume deflection

bad debt reductions of 3.2M

Energy retailer achieved bad debt reductions of $3.2 million through credit collection optimisation

saved 40,000 labour hours

Outdoor retailer saved 40,000 labour hours through redesigned operations

improved caller efficiencies by 75%

Asia Pacific’s leading health and wellness group improved caller efficiencies by 75% with IVR implementation

meets 24 7 CX needs

Government sector meets 24/7 CX needs through virtual agent deployment

increased voice channel NPS results

Domestic airline service increased voice channel NPS results from -13 to +16 by overhauling CX programs.

Where we came from and where we are going

From humble beginnings in 1979, we have grown to employ a dedicated team of 19,000-plus staff across four countries that is committed to helping our clients create environments for digitally-enabled CX to thrive. While we think like a large company when it comes to pursuing opportunities, we are like a family business when it comes to people. With multiple industry awards from leading research firms and institutions, we are on a mission to use our digital transformation capabilities and solutions to help clients become modern digital organisations.

Our vision is simple:

Purpose. People. Passion.

Passion is at the heart of our business. Passionate people are people with purpose and more likely to be engaged with their jobs and invested in the success of their clients.

WHO DO WE WORK WITH

We help clients across a number of industries ranging from household names to ambitious start-ups.

Retail and eCommerce
Retail and eCommerce
We work with emerging and well-established brands to heighten purchase and service experiences, achieved through digital and human solutions.
Banking and Finance
Banking and Finance
We work with accounting firms, financial services providers, neobanks, fintech, credit unions and banks to produce customer service strategies that maximise efficiency and flexibility in an ever-changing financial landscape.
Healthcare
Healthcare
Using talent and tech to put your patients first.
Insurance
Insurance
Tech-centric strategics for customer peace of mind.
Fast Growing Tech
Fast Growing Tech
Scale quickly, reduce workloads and deliver a competitive edge with our first-class people and digital assets that support fast-growing tech companies.
Government
Government
Customer service fullfilment and nimble strategies for local, state and federal government departments.
Superannuation
Superannuation
Helping our clients deliver for their members through smarter processes, improved technology and first-rate customer service.
Telecommunications
Telecommunications
We work with leading telco brands, offering a range of contact centre and consultancy services to provide omnichannel customer service that sets a new benchmark in the telecommunications industry.
Transport and Logistics
Transport and Logistics
Managing millions of client and end-user interactions per annum, our differentiated customer service management delivers reduced cost-to-serve through people and technology-led strategies.
Travel
Travel
Responsive customer service with round-the-clock capabilities, in a sector that’s all about the customer experience.
Utilities
Utilities
From managing connections and disconnections to billing and debt collection, our customer experience strategies meet the needs of all types of customers and improve overall organisational efficiency.

Industry awards

WORK WITH RECOGNISED EXCELLENCE

As one of the industry’s most awarded providers, we have a resume to match any of our competition.

Probe Group-Back2Back-Banner-2

Back2Back Leader (2021-2024): Digital Operations and Intelligent Operations

2023 Award Logo - Probe CX -small

Australia Customer Experience Outsourcing Services Provider of the Year Best Practices 2023

Customer Experience Management (CXM) in APAC 2023 - PEAK Matrix Award Logo - Major Contender copy

Major Contender: Customer Experience Management (CXM) APAC

Our peopl

Our people

The team that drives our passion to provide innovative, contemporary digital solutions with a human touch.

Compliance

COMPLIANCE

The industry-recognised certifications and chosen partners that help us protect what matters most to our clients and their customers.

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