News & Insight

Category: Case Studies
Talk to Me: Using the Science of Dialogue to Cure Member/Patient Dissatisfaction While the entire healthcare ecosystem continues to wrangle with market and regulatory uncertainty, one thing is certain: adapting to the new reality of the empowered healthcare consumer remains a massive challenge. In particular, many payers and pharmacy benefits managers (PBMs) still struggle to deliver the kind of customer care that members expect — seamless, effortless, and personalized journeys from open enrollment and welcome season through billing, claims, appeals and grievances, and... Read More
Will Healthcare Customer Service Centers Be Staffed by Chatbots in the Near Future? With the rise of digital channels and self-service technologies such as chatbots and other artificial intelligence (AI)-based technology, are we seeing the end of human interaction with the engagement center (contact center)? Likewise, does the availability and adoption of digital channels mean that engagement centers can begin reducing their investment in human engagement specialists (agents)? Read More
Universal Agents Trained In The Science Of Dialogue Reduce Costs And Strengthen Subscriber Connections In today’s digital society, consumers and businesses need the latest voice, data, internet and video services to stay connected with each other and with the world. But when STARTEK’s client, a leading communications provider, noticed repeat callers were on the rise, it knew it’s subscriber service experience was anything but lightning fast and hassle free. That’s when the company turned to STARTEK to troubleshoot the issue and power up results. Read More
Wholesale Club Expands Member Care Without Growing the Budget or Impacting Quality While loading up the shopping cart with deals is probably the most visible part of the wholesale club experience, out-of-store interactions with the brand are equally important to overall member satisfaction. Read More
Gogo Partners with Startek to Deliver Customer Care at 35,000 Feet As the leader in inflight Internet services, Gogo keeps passengers connected and entertained on thousands of aircraft operated by leading global commercial airlines such as United, Delta, Alaska, Virgin America, and Japan Airlines as well as on thousands of private aircraft, including those of the largest fractional ownership operators. Because enhancing the experience for both passengers and crew strikes at the core of Gogo’s mission, company leaders knew early on that fast and effective... Read More
Did you know STARTEK helped an automotive company increase its revenue by $10M? To become a leader in the automotive industry, it takes expertise, innovation, quality, and leadership. This STARTEK client, a major manufacturer of auto and truck parts, has it all, with many decades of success to prove it. Yet, its new chief marketing officer (CMO) knew the company could further improve its performance, particularly when it came to customer service and engagement. Read More