In the cable, media and telecom industry, where the cost of switching is low for the consumer, brands must constantly compete to retain their customers. With as many as 48% of consumers opting to switch brands in search of better service, providers must focus on their customer experience (CX) delivery to stand apart.

For customers, the services provided by cable, media and telecom operators are part of the fabric of day-to-day life. As such, their expectations have risen. A highly tech savvy consumer base wants more than voice-based support, expecting intuitive 24/7 support and easy-to-access digital solutions.

Case studies

Cable-Media-Telecom

Delivering best-in-class social CX with Startek® LISA

The challenge

Our client, a leading telecom company, wanted to create a more engaging, brand-led experience across social media channels.
Startek worked in partnership with the client’s business transformation, marketing and customer support teams to develop a consistent and brand-appropriate experience.

The Startek® solution
  • Implemented a 24/7 social media strategy leveraging Startek LISA
  • AI workflows, enabled through the Startek LISA technology, streamline interactions and provide insights through detailed analytics
  • Monitor 100+ data sources to effectively track and manage customer comments and concerns
  • Deployed multilingual support teams
  • Integrated front and back-office support teams for a consistent end-to-end experience
The results
  • 15-minute query response time
  • 6-hour critical issue resolution
  • Fastest industry query response time (as measured by client)
Cable-Media-Telecom

Improving customer satisfaction with Startek® Interaction Analytics

The challenge

Our client, an Asian telecom operator, wanted to improve their NPS as a strategic lever to increase penetration in the market.

The Startek® solution
  • Customer journey mapping revealed a need to deploy self-service solutions
  • Automated backend solutions
  • Deployed Startek® Interaction Analytics to identify opportunities to improve the customer experience
The results
  • 5% reduction in customer complaints and escalations
  • End-to-end visibility of customer experience
  • 45 NPS

Testimonial

Startek has been a crucial partner in Telkom’s journey to success. Their excellent track record has seen Startek remain one of our preferred partners in the managed call centre industry./blockquote>

Albertus Venter

Consumer Operations

Telkom

Your trusted CX partner

Trusted by the cable, media and telecom industry for more than 30 years, Startek® has the expertise you need to deliver world-class CX.

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Featured solutions

A woman making bookings for holidays through social media channel
Startek® LISA

Deliver real-time, personalized and effortless social CX

Learn more
A customer happy with chatbot support
Startek® Conversational AI

Engage customers with human-like automated conversations

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Call center agent in office smiling and speaking with a customer on phone
Startek® Multilingual CX Services

Engage your customers using their local languages to drive engagement and satisfaction

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Call center leader discussing insights from interaction analytics
Startek® Interaction Analytics

Reveal the insights hidden in your unstructured data

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Insights

Case studies

Startek® AI Coach delivers 33% increase in customer satisfaction
Startek® AI Coach delivers 33% increase in customer satisfaction

Learn how leading telecom providers improved their customer satisfaction with Startek® AI coach.

January 2024

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Case studies

Two engineers observing a power tower
Digital transformation delivers 34% call deflection for Jemena 

Download this case study to discover how our digital transformation efforts delivered a 34% call deflection for Jemena.

October 2023

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Blog

Girl using a streaming service to watch a movie
Self-service enhances the cable and media customer experience

Discover the latest self-service trends in cable and media and how they’re revolutionizing the cable and media customer experience.

May 2023

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Blog

A young lady enjoying telcom experience on mobile 2
The impact of AI on CX in telecom

Learn how AI is having a positive impact on the telecommunications industry by reducing customer friction, increasing engagement and retention and creating new revenue streams.

April 2023

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Blog

An Asian customer talking on a customer support helpline to resolve his issue
Telecom 2023: Five trends shaping customer experience

Learn how top telecom providers are enhancing CX through automation, AI, ML and personalization.

February 2023

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Blog

A happy telecom customer interacting with a live customer support agent
Differentiating through digital customer experience in Telecoms

Explore how AI and data analytics can improve CX in telecom.

January 2023

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Blog

Young woman interacting with a chatbot
Webinar recap: Chatbots for customer service automation

Learn best practices that will ensure your customer service chatbot deployments deliver successful customer service automation.

August 2022

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