Enhance the agent experience for a better end-to-end customer experience with Startek

Combine Voice of the Customer (VoC) insights with customer and agent interaction data to gamify the agent experience, driving agent engagement, improving agent performance and delivering a superior customer experience (CX).

Startek® enables brands to understand the end-to-end customer journey by combining VoC data with customer and agent interaction data. Best-loved brands are built on world-class CX. But how do you know where to focus your effort? And how do you replicate the behaviors of your best agents across your whole team?

But how do you know where to focus your effort? And how do you replicate the behaviors of your best agents across your whole team?

Together, these insights provide visibility across the customer journey. By combining customer and agent touch points and correlating this information with customer insights, behaviors that drive desired customer outcomes are identified. Gamification focuses agent effort on the actions with the most impact, enhancing both the agent and customer experience.

 

Startek® Gamification

Startek Gamification connects data across contact center metrics to identify agent behaviors and employs AI to provide insights on agent performance. A real-time view of individual performance drives employee engagement while gamification modules drive desired behaviors, leading to operational efficiencies.

More than just another visualization or gamification app, Startek Gamification is a performance management platform that uses data science to combine data visualization, behavior science and gamification.

A global CX solutions provider with 30 years’ expertise, Startek powers more than 500 million customer interactions every year. By combining our deep understanding of customer needs across industries with customer and agent data, brands can drive the agent behaviors that lead to the most positive customer outcomes.

Features

Expand agent expertise through personalized microlearning
Expand agent expertise through personalized microlearning
Build an engaging, high-performance culture in both remote and onsite teams
Build an engaging, high-performance culture in both remote and onsite teams
Deliver in-the-moment feedback for better outcomes
Deliver in-the-moment feedback for better outcomes
Increase interaction between leaders and their teams
Increase interaction between leaders and their teams

Impact

10%

reduction in average handle time (AHT)

10%

increase in first contact resolution (FCR)

5%

increase in first contact resolution (FCR)

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Enable teams to work efficiently and securely across geographies

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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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Blog

call center agent referring to a training manual
Boost customer experience with call center coaching

Learn how call center coaching shapes perceptions and fosters excellence in customer service.

March 2024

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Blog

A happy telecom customer interacting with a live customer support agent
Differentiating through digital customer experience in Telecoms

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

March 2024

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Blog

happy call center employee using aqm for her call
How automated quality management supports contact centers

Discover why automated quality management is vital for maximizing contact center performance.

March 2024

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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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Blog

Enthusiastic african call center agent
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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Blog

Asian girl attending calls at a contact center
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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