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

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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Insights

Press releases

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Startek® shines at the Stevie Awards, receiving multiple honors for exceptional employment practices 

Startek® receives multiple Stevie awards for excellence in leadership, diversity & remote workforce management.

October 2023

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Blog

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From answering calls to shaping careers: My Startek® adventure

In this blog, we look at Nelly's Startek journey from agent to Talent Acquisition Manager.

September 2023

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Press releases

GPTW - Best Workplaces for Woman - India 1
Startek® named India’s Best Workplaces for Women 2023 (Large): Top 10 by Great Place To Work 

This accolade enforces Startek® commitment to foster an inclusive & empowering workplace for women. 

September 2023

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Blog

Call center agents using gamification at work
How call center gamification improves agent productivity 

Learn how call center gamification improves agent productivity and increases customer satisfaction.

September 2023

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Blog

a group of diverse cultured people at work
Rising through the ranks: My path to success

Discover Hang Ho's journey from call center agent in 2017 to present day Operations Manager in Australia.

September 2023

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Press releases

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Startek® Honduras celebrates dual workplace engagement achievements 

Awards of Happiness®, RRHH Digital and ALCEB commend the company’s inclusivity and leadership.

September 2023

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Guides & whitepapers

Startek Gamification whitepaper cover
Playing to win: Transforming agent experience with gamification

Get insights on the benefits, challenges and strategies for implementing gamification in customer experience.

September 2023

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