Telkom is now the second-leading telecom company in South Africa
Telkom 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. Telkom partnered with Startek® to deliver enhanced customer service excellence and simplify customer journeys.
With a focus on enhancing overall CX and improving its quality-of-service score (QoS), Telkom wanted to:
The collaboration between Startek and Telkom significantly improved personalized service quality. By introducing Startek® Interaction Analytics, Telkom comprehensively analyzed agent interactions, customer inquiries and feedback data. This integration dismantled data silos and provided a unified platform for analysis, enhancing accessibility and decision-making. The AI-powered capabilities of Startek® Interaction Analytics, including Natural Language Processing, surfaced keywords and topics from recorded conversations, fostering personalized customer experiences and improving overall CX.
By introducing Startek® Interaction Analytics, in only six months, Telkom benefited from:
Enhanced service excellence
Simplified customer journeys
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