Real-time support for agents with Startek® Agent Assist

In-the-moment support across voice and non-voice channels empowers agents, lowers attrition and enhances customer experience (CX).

Contact center managers know that the most impactful training happens in the moment, but few organizations have the resources needed to make it possible to have the team coach guiding every agent on every interaction. Real-time agent assistance tools automate in-the-moment support and guidance across voice and text-based interactions, ensuring the most positive outcome every time.

By ensuring team members always have the information and support they need to handle customer inquiries effectively and efficiently, real-time agent assist enables agents to provide a better customer experience.

Startek® Agent Assist

Startek® Agent Assist eliminates the burden of remembering or searching for information, ensuring agents can focus on customer needs, driving customer satisfaction, and boosting agent productivity.

By eliminating repetitive tasks and enabling agents to feel more confident in their work, Startek Agent Assist improves the agent experience and reduces attrition.

  • Drive decision-making with intent-driven workflows
  • Ensure consistent, accurate responses with instant access to knowledge-base resources
  • Prompt next best actions with real-time guidance, and digital “nudges” that suggest next steps and provide agents with the information and support they need to effectively resolve customer queries
  • Build rapport with sentiment analysis and action prompts based on the customer’s demeanor
  • Monitor and maintain compliance with flags for inappropriate language or mandatory language that has not been shared

Startek Agent Assist supports agents to better manage complex customer service scenarios, such as handling technical support inquiries, resolving billing issues or dealing with complaints.

Features

Empower agents with real-time support.

Drive agent productivity by ensuring easy access to accurate information
Drive agent productivity by ensuring easy access to accurate information
Improve consistency and accuracy of customer support to deliver a better CX
Improve consistency and accuracy of customer support to deliver a better CX
Drive customer satisfaction (CSAT) and NPS
Drive customer satisfaction (CSAT) and NPS
Reduce agent attrition
Reduce agent attrition

Impact

19%

increase in sales conversion

25%

increase in first contact resolution (FCR)

31%

increase in agent productivity

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Insights

Press releases

Comparably award wins by Startek
Startek® wins three Comparably Best Places to Work awards 

Startek® awarded 3 Comparably honors: Best Places to Work, including Best Company Outlook & Global Culture.

March 2024

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Differentiating through digital customer experience in Telecoms

Explore how AI and data analytics can improve CX in telecom.

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How automated quality management supports contact centers

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Press releases

GPTW India Great place to work
Startek® honored with Great Place To Work® certification in India 

This highly prestigious certification underscores the company’s dedication to fostering a positive and inclusive workplace culture. 

March 2024

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Community connections: How Startek® is driving change in South Africa 

This blog highlights the positive changes Startek® South Africa implemented to the customer service and experience industry.

February 2024

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The role of knowledge management in customer service

Discover the importance of contact center knowledge management and how it improves customer service.

February 2024

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