In the cable, media, and telecom industry, where the cost of switching is low for the consumer, brands must constantly compete to retain their customers. With as many as 48% of consumers opting to switch brands in search of better service, providers must focus on their customer experience (CX) delivery to stand apart.
For customers, the services provided by cable, media and telecom operators are part of the fabric of day-to-day life. As such, their expectations have risen. A highly tech savvy consumer base wants more than voice-based support, expecting intuitive 24/7 support and easy-to-access digital solutions.
Case studies
Delivering best-in-class social CX with Startek® LISA
The challenge
Our client, a leading telecom company, wanted to create a more engaging, brand-led experience across social media channels.
Startek worked in partnership with the client’s business transformation, marketing and customer support teams to develop a consistent and brand-appropriate experience.
The Startek® solution
- Implemented a 24/7 social media strategy leveraging Startek LISA
- AI workflows, enabled through the Startek LISA technology, streamline interactions and provide insights through detailed analytics
- Monitor 100+ data sources to effectively track and manage customer comments and concerns
- Deployed multilingual support teams
- Integrated front and back-office support teams for a consistent end-to-end experience
The results
- 15-minute query response time
- 6-hour critical issue resolution
- Fastest industry query response time (as measured by client)
Improving customer satisfaction with Startek® Interaction Analytics
The challenge
Our client, an Asian telecom operator, wanted to improve their NPS as a strategic lever to increase penetration in the market.
The Startek® solution
- Customer journey mapping revealed a need to deploy self-service solutions
- Automated backend solutions
- Deployed Startek® Interaction Analytics to identify opportunities to improve the customer experience
The results
- 5% reduction in customer complaints and escalations
- End-to-end visibility of customer experience
- 45 NPS
Testimonial
Startek has been a crucial partner in Telkom’s journey to success. Their excellent track record has seen Startek remain one of our preferred partners in the managed call centre industry./blockquote>Albertus Venter
Consumer Operations
Telkom
Your trusted CX partner
Trusted by the cable, media and telecom industry for more than 30 years, Startek® has the expertise you need to deliver world-class CX.
38k
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
Featured solutions
Startek® multilingual CX services
Engage your customers using their local languages to drive engagement and satisfaction
Learn more
Insights
Case studies
Startek empowered a leading telecom provider to boost CSAT and NPS with AI-powered coaching
Discover how Startek empowered a leading telecom provider to boost CSAT to 94.41% and NPS to 75.96% using AI-powered coaching and scalable training.
July 2025
Read moreBlog
Customer loyalty analysis in telecom: Reduce churn with AI & omnichannel
Learn about omnichannel contact center software, its key features, benefits, top 2025 solutions, and how to implement them for better customer service.
May 2025
Read moreBlog
Generative AI Contact Center: Revolutionize Customer Service
Discover how generative AI contact center solutions enhance efficiency, automate responses, and improve customer satisfaction at every touchpoint
February 2025
Read moreBlog
Generative AI for telecom: Unlocking next-gen solutions
Explore how generative AI for telecom enhances efficiency, reduces costs, and elevates customer experience. Discover solutions tailored for your business.
February 2025
Read moreBlog
How telecom call centers tackle industry challenges and drive revenue
Explore proven strategies and techniques in customer experience optimization. Discover how to optimize customer experience for better conversions and loyalty.
January 2025
Read morePress releases
Startek® recognized with multiple prestigious HR awards in Malaysia
Startek® Malaysia wins 3 top HR awards, including HR Asia Best Companies 2024, for inclusive policies, career growth focus, and strong student appeal.
December 2024
Read morePress releases
Startek® recognized for Best CEO and Best Company Culture at the 2024 Comparably Awards
Startek® wins Best CEO & Best Company Culture at 2024 Comparably Awards, showcasing leadership excellence and a commitment to employee success.
December 2024
Read more