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 study
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
Achieve efficiency gains by automating routine and repetitive tasks
Learn more
Insights
Blog
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
Read moreBlog
Technology unlocks CX success in travel and hospitality
Discover the top three ways technology elevates travel and hospitality CX and help brands stay on top
May 2023
Read moreBlog
Five ways to strengthen and recession-proof your CX strategy
Learn how to maintain quality CX during a recession with limited resources, leveraging technology and a robust CX strategy
May 2023
Read moreBlog
How augmented reality enhances the retail customer experience
Read the blog to discover why augmented reality is playing an essential role in enhancing retail customer experience
May 2023
Read moreBlog
Building a multilingual CX strategy
Having a multilingual CX strategy is crucial for global success. Our blog discusses the benefits and challenges of developing one
May 2023
Read moreBlog
Transforming CX with contact center knowledge management
The article outlines the benefits of knowledge management for enhanced customer experience
May 2023
Read morePress releases
Startek wins Silver Stevie® Award in the 2023 American Business Awards®
Customer experience management leader recognized for delivering measurable benefits for agents and customers
May 2023
Read more