Startek® AI Coach delivers 33% increase in customer satisfaction

In the dynamic landscape of the telecom industry, maintaining exceptional customer experiences is paramount. As expectations rise and competition intensifies, telecom providers must adapt swiftly to deliver fast, efficient service while staying abreast of evolving promotions and offerings. 

The challenge

Contact centers are fast-paced environments and often face challenges such as early-stage attrition, performance gaps and compliance concerns. Traditional training methods, rooted in classroom-style learning, struggle to keep pace with the demand for active learning, hindering individualized feedback large group settings.

Startek identified that AI could be leveraged to improve new agent learning and enable our telecom clients to: 

  • Reduce average handle time (AHT)
  • Reduce agent attrition
  • Improve speed to proficiency
  • Enhance agent productivity 

The Startek® solution:

Leveraging extensive telecom sector experience, Startek® analyzed gaps in agent training. AI Coach simulates real-life scenarios, enabling agents to practice and master crucial call types, soft skills and best practices. The solution features: 

  • AI-driven simulation for real-life interactions 
  • Personalized coaching for individual growth 
  • In-the-moment support on the production floor

The result

  • 131-second decrease in AHT 
  • 12% increase in quality scores 
  • 33% reduction in operational costs 
  • 32% reduction in agent attrition 
  • 56% faster speed to proficiency 

Related posts

Blog

speech analytics banner
Why your call center needs speech analytics

The blog discusses how call center speech analytics can help brands mine valuable data from voice conversations to enhance the customer experience.

January 2024

Know more

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

Know more

Blog

Call center agent getting trained through a virtual trainer
Revolutionize CX with virtual coaching for call centers

Learn how to master remote call center training for exceptional CX.

June 2023

Know more

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

Know more

Blog

Indian business woman leads a business meeting discussion
Transforming CX with contact center knowledge management

The article outlines the benefits of knowledge management for enhanced customer experience.

May 2023

Know more

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

Know more
View All