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)

Explore more solutions

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Startek® AI Coach

Deploy on-demand training and real-to-life simulations that fast-track agent learning

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Startek® Interaction Analytics

Reveal the insights hidden in your unstructured data

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Startek® Cloud

Enable teams to work efficiently and securely across geographies

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Insights

Blog

a group of colleagues discussing work over a cup of coffee
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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Blog

Two happy colleagues at work
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

Big awards banner Startek
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

a group of diverse executives in a meeting
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

A group of young executives having a meeting
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

Two engineers observing a power tower
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

A group of executive
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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