Agent Performance Technology

StarTek provides technology that improves our representatives’ ability to effectively and efficiently handle customer interactions. Our e-Workforce Management (eWFM) solution provides workforce optimization and ensures that a representative is available to handle customer interactions. StarTek’s skills-based routing capability guarantees that customers are connected to the appropriate representatives who can best help them. Representatives are equipped with desktop applications that provide instant customer information utilizing computer telephony integration (CTI), access to a knowledge management system, and incorporate a call flow process to improve the accuracy and efficiency of customer interactions.

Our representatives are trained in a blended environment utilizing both classroom and e-Learning experiences, and StarTek’s best-in-class quality monitoring system ensures our representatives are effectively and efficiently handling customer interactions. Our agent performance technologies ensure that customers reach knowledgeable representatives that can quickly resolve their issues and provide an outstanding customer experience.

StarTek agent performance technologies:

• Performance management
• e-Workforce management
• Skills-based routing
• e-Learning
• Knowledge base
• Desktop applications
• Advanced quality assurance monitoring