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

Case studies

Telkom tower SA
Startek® Analytics boosted Telkom’s QoS by 6% and reduced Customer Effort Scores by 23% 

Telkom, South Africa's ICT leader, partners with Startek® to boost customer service excellence, offering end-to-end solutions, fiber, mobile, and IT services.

July 2024

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Are human-centric experiences possible with Gen AI? We think so! 

Explore how Gen AI elevates customer service and workplace dynamics, enhancing interactions with empathy while preserving the essence of human connection.

July 2024

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Chatbot vs. conversational AI: Key differences, types and examples

Conversational AI vs Chatbot: Understand the differences, types, and examples of these solutions. Improve your customer experience with the right AI technology.

July 2024

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Generative AI in ecommerce: Key features and use cases

Boost sales & personalize experiences. Discover how generative AI in ecommerce creates dynamic content, optimizes pricing, & drives customer engagement.

July 2024

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Top 10 must-know contact center automation innovations for 2024

Explore the top 10 essential contact center automation trends to boost efficiency and productivity in 2024. Elevate your customer service.

July 2024

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Press releases

Startek IAOP 100 June 2024
Startek® recognized on 2024 IAOP Global Outsourcing 100® list 

Startek® is proud to be named on the 2024 IAOP Global Outsourcing 100® list for excellence in CX solutions.

June 2024

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Press releases

Stevie award for favourite product 2024
Startek® wins 2024 People’s Choice Stevie® award for Favorite New Products 

Startek® wins 2024 People's Choice Stevie® for Favorite New Product in AI – Other category at The ABAs®.

June 2024

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