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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Press releases
Startek® recognized with multiple prestigious HR awards in Malaysia
Startek® Malaysia wins 3 top HR awards, including HR Asia Best Companies 2024, for inclusive policies, career growth focus, and strong student appeal.
December 2024
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Startek® recognized for Best CEO and Best Company Culture at the 2024 Comparably Awards
Startek® wins Best CEO & Best Company Culture at 2024 Comparably Awards, showcasing leadership excellence and a commitment to employee success.
December 2024
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Startek® Honduras earns Dragon Award “Generation Y-Z” and celebrates leadership recognition
Startek Honduras wins the Dragon Award “Generation Y-Z” for fostering a Gen Y-Z-friendly workplace, highlighting innovation, inclusivity and growth.
December 2024
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Startek® India honored as One of India’s Best Workplaces in IT & IT-BPM 2024 – Top 50
Startek continues to lead workplace excellence with multiple GPTW recognitions in 2024.
December 2024
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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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