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, 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

Blog

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Echoes of leadership: My journey from agent to director

In this blog we discover Joseph's impressive Startek® journey from agent to Director.

December 2023

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Limitless potential: My career evolution at Startek® 

Follow Uday's 17-year Startek® journey from call center agent to Senior Operations Manager.

November 2023

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Press releases

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Startek® named 2023 winner in the BIG Award for Business

Startek® Agent AI has been named New Product of the Year at the BIG Award for Business.

November 2023

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Blog

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Switching gears: Driving towards my dreams

Follow Martin's inspiring career from driving trucks to becoming Senior Operations Manager at Startek® South Africa.

November 2023

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Blog

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A WIN for associates: Supporting our heroes in need

This blog focuses on the Startek® Warriors In Need (WIN) program and how it benefits employees.

October 2023

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Case studies

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Digital transformation delivers 34% call deflection for Jemena 

Download this case study to discover how our digital transformation efforts delivered a 34% call deflection for Jemena.

October 2023

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Blog

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From agent to Country Head: Unfolding my success story

Follow Manolo's inspiring Startek® journey from agent to Honduras Country Head.

October 2023

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View all

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