Startek empowered a leading telecom provider to boost CSAT and NPS with AI-powered coaching

A leading US telecommunication company wanted to strengthen its customer experience by improving agent performance. Known for its reliable connectivity across the U.S. and Canada, the client sought a smarter, scalable approach to agent training. Startek partnered with them to implement AI-driven coaching that elevated service quality, enhanced communication and drove measurable improvements in customer satisfaction and loyalty.

The Challenge

Startek solution

Startek implemented its AI Coach platform—an intelligent training solution built to simulate real customer interactions and deliver structured coaching at scale. With features like real-time feedback, pronunciation and grammar assistance and performance insights on communication, confidence and focus, agents were better equipped to handle complex support scenarios. This solution enabled a more confident, consistent and customer-focused support experience.

The result

Notable increase in customer satisfaction

0 % CSAT

Improved through structured, scalable training

0 % QA Scores

Achieved training benchmarks before live call handling

0 %+ Agents

Recorded a sharp improvement

0 % NPS