Analytics

StarTek delivers business intelligence reporting and analysis to our clients to provide valuable insights into the customer experience. This information provides knowledge that enables our clients to improve decision making, ensures that goals are met, and improves operational efficiencies.

Our clients have 24/7 access to our customized StarTek Connect portal. Through this portal, real-time information is available for switch data, historical reporting, and trending. For advanced reporting, StarTek integrates an interactive voice response (IVR) customer survey, call disposition technology, voice analytics, and our quality monitoring system to provide reporting at the interaction level. This system shows who called, why they called, who they talked to, for how long, and the results including resolution, satisfaction, and sales. Information at the interaction level is useful for advanced analytics, which can provide additional insight into customer behavior, leading to an accurate understanding of the effective impact representatives have on the customer experience. It also provides insight into positive and negative factors impacting customer retention, sales, satisfaction, and costs.

StarTek analytics capabilities:

• Business intelligence reporting and analysis
• IVR customer surveys
• Call disposition tools