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.
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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
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Insights
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