In the cable, media and telecom industry, where the cost of switching is low for the consumer, brands must constantly compete to retain their customers. With as many as 48% of consumers opting to switch brands in search of better service, providers must focus on their customer experience (CX) delivery to stand apart.
For customers, the services provided by cable, media and telecom operators are part of the fabric of day-to-day life. As such, their expectations have risen. A highly tech savvy consumer base wants more than voice-based support, expecting intuitive 24/7 support and easy-to-access digital solutions.
Case studies
Delivering best-in-class social CX with Startek® LISA
The challenge
Our client, a leading telecom company, wanted to create a more engaging, brand-led experience across social media channels.
Startek worked in partnership with the client’s business transformation, marketing and customer support teams to develop a consistent and brand-appropriate experience.
The Startek® solution
- Implemented a 24/7 social media strategy leveraging Startek LISA
- AI workflows, enabled through the Startek LISA technology, streamline interactions and provide insights through detailed analytics
- Monitor 100+ data sources to effectively track and manage customer comments and concerns
- Deployed multilingual support teams
- Integrated front and back-office support teams for a consistent end-to-end experience
The results
- 15-minute query response time
- 6-hour critical issue resolution
- Fastest industry query response time (as measured by client)
Improving customer satisfaction with Startek® Interaction Analytics
The challenge
Our client, an Asian telecom operator, wanted to improve their NPS as a strategic lever to increase penetration in the market.
The Startek® solution
- Customer journey mapping revealed a need to deploy self-service solutions
- Automated backend solutions
- Deployed Startek® Interaction Analytics to identify opportunities to improve the customer experience
The results
- 5% reduction in customer complaints and escalations
- End-to-end visibility of customer experience
- 45 NPS
Testimonial
Startek has been a crucial partner in Telkom’s journey to success. Their excellent track record has seen Startek remain one of our preferred partners in the managed call centre industry./blockquote>Albertus Venter
Consumer Operations
Telkom
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Insights
Press releases
Startek® Interaction Analytics wins 2024 BIG Awards for Business
Recognized for excellence in CX Innovation with AI-Driven insights.
November 2024
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Startek® propels Telkom to top honors in 2024 Ask Afrika Orange Index for Call Centre Excellence
Recognized for outstanding call centre performance and strategic partnership with Telkom.
October 2024
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Conversational AI in telecom: Boost your bottom line
Discover what Customer Experience Automation is and why it's essential for modern businesses. Learn about automation and customer experience now.
October 2024
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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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Differentiating through digital customer experience in telecoms
Explore how AI and data analytics can improve CX in telecom.
March 2024
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Startek® AI Coach delivers 33% increase in customer satisfaction
Learn how leading telecom providers improved their customer satisfaction with Startek® AI coach.
January 2024
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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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