Our client is a leading South African information and communications technology (ICT) services provider. Its offerings include end-to-end ICT solutions, high-speed fiber, mobile and data services, information technology (IT) services, property management and masts and towers solutions. They partnered with Startek® to deliver enhanced customer service excellence and simplify customer journeys.
Improve customer satisfaction index (CSI) rating by improving first-call resolution (FCR)
Decrease customer effort score (CES)
Remove the barriers to effectively leveraging data created by multiple siloed systems
Collect and analyze 100% of interaction data across structured and unstructured sources to enable faster decision-making
Identify opportunities to drive cost efficiencies by reducing repeat calls and average handle time (AHT).
Gain visibility into customer sentiments and emotions leading to DSAT and churn
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.
AI-driven simulation for real-life interactions
Personalized coaching for individual growth
In-the-moment support on the production floor
Exceeded targets for both QoS and CES
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