Digital natives revolutionized CX across banking and financial services and encouraged customers to question their relationship with traditional banking providers. Today’s banking customers want the best of all worlds, expecting simple transactions with intuitive digital solutions and live support to be readily available for more complex needs. At the same time, they want low fees and protection from cybercriminals.
Carefully planned customer journeys designed to meet low-complexity needs in low-cost channels while enabling escalation to live agents when needed are essential to attract and retain customers in banking and financial services.
Case studies
Improving CX with Startek® Interaction Analytics
The challenge
Our client, a top-five banking and financial services provider, needed to quickly ramp up support for customers. Government regulations required social distancing in response to COVID-19.
The Startek® solution
- Deployed 160+ agents using a hybrid working model
- Leveraged Startek® Cloud to enable 80% of agents to work from home while ensuring adherence to regulatory and compliance requirements
The results
- Maintained adherence to security and privacy policy requirements
- Enabled customers to be serviced despite a global pandemic
Your trusted CX partner
Trusted by the banking and financial services industry for more than 30 years, Startek® has the expertise you need to deliver world-class CX.
38k
Associates
Supporting voice and non-voice services
12
Countries
Global delivery with local flair
40
Languages
Building stronger customer connections
200+
Clients
Trusted by leading brands
Featured solutions
Startek® robotic process automation
Harness the power of bots to automate routine and repetitive tasks to streamline business processes
Learn more
Insights
Blog
Implementing Generative AI in customer service and ten use cases
Generative AI customer service for enhanced productivity, personalized interactions, and automated troubleshooting. Discover its benefits and 10 use cases now!
July 2024
Read moreBlog
Call center monitoring: enhance your customer satisfaction
Essential strategies for call center monitoring to enhance efficiency and customer satisfaction. Learn effective ways for better performance management.
July 2024
Read morePress releases
Startek® Honduras earns Great Place To Work® Certification for 2024-25
The Great Place To Work® Certification™certification underscores Startek Honduras' exceptional workplace culture.
July 2024
Read moreBlog
Contact center intelligence – Benefits, features and use cases
Improve customer experience and operations with Contact Center Intelligence. Learn about AI-driven features and implementation best practices.
July 2024
Read moreCase studies
Startek® Analytics boosted Telkom’s QoS by 6% and reduced Customer Effort Scores by 23%
Telkom, South Africa's ICT leader, partners with Startek® to boost customer service excellence, offering end-to-end solutions, fiber, mobile, and IT services.
July 2024
Read moreBlog
Are human-centric experiences possible with Gen AI? We think so!
Explore how Gen AI elevates customer service and workplace dynamics, enhancing interactions with empathy while preserving the essence of human connection.
July 2024
Read moreBlog
Chatbot vs. conversational AI: Key differences, types and examples
Conversational AI vs Chatbot: Understand the differences, types, and examples of these solutions. Improve your customer experience with the right AI technology.
July 2024
Read more