A leading global telecom provider aimed to enhance customer experience by addressing inconsistencies in agent performance. With operations spanning multiple regions, the client needed a scalable solution to improve service quality and agent effectiveness. Startek partnered with them to deliver precision coaching, real-time support tools and performance tracking, driving measurable improvements in key customer experience metrics.
Inconsistent agent performance impacting customer experience
Gaps in communication and troubleshooting skills
Underutilization of training tools and support resources
Limited visibility into real-time performance data
improvement in Service Level (SL) achievement
boost in Quality Score
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