StarTek, Inc. (“STARTEK”) (SRT), a leading provider of omnichannel customer engagement solutions, celebrates the 10-year anniversary of strategic partnership and key successes in customer engagement with BJ’s Wholesale Club, a leading operator of warehouse clubs in the Eastern United States. Through the partnership, BJ’s delivers exceptional omnichannel customer engagement.
“BJ’s Wholesale Club has experienced many successes over the years in our strategic partnership with STARTEK,” said Ledia Dilo, assistant vice president of Member Care Services at BJ’s Wholesale Club. “We credit those successes to communication and trust. We rely on STARTEK’s expertise in customer engagement to help us grow our membership and to build long-term relationships. When our customers invest in a membership, they expect a higher level of service and STARTEK delivers.”
Over the last decade STARTEK has assisted BJ’s in the transition from offering member support via a traditional call center to an omnichannel customer engagement center. By partnering with STARTEK, BJ’s has been able to expand their member engagement solutions to include customer satisfaction surveys, loyalty programs, e-commerce, warranty, inbound/outbound sales and co-brand credit card support.
“We are thrilled to be partners with BJ’s Wholesale Club as our successful relationship has significantly evolved over the years,” stated John Hoholik, general manager for customer engagement group (CEG) and senior vice president of global marketing for STARTEK. “Throughout our partnership, we have learned new ways to engage members with the BJ’s brand, specifically through chat. Based on a customer satisfaction survey, BJ’s members preferred chat over phone; we grew chat by 300% and reduced the phone channel to 55% of overall contacts.”