Telkom is now the second-leading telecom company in South Africa 

Telkom is a leading South African information and communications technology (ICT) services provider. Its offerings include end-to-end ICT solutions, high-speed fiber, mobile and data services, information technology (IT) services, property management, and masts and towers solutions. Telkom partnered with Startek^® to deliver enhanced customer service excellence and simplify customer journeys. 

The Challenge

With a focus on enhancing overall CX and improving its quality-of-service score (QoS), Telkom wanted to: 

• Improve customer satisfaction index (CSI) rating by improving first-call resolution (FCR) 
• Decrease customer effort score (CES) 
• Remove the barriers to effectively leveraging data created by multiple siloed systems 
• Collect and analyze 100% of interaction data across structured and unstructured sources to enable faster decision-making 
• Identify opportunities to drive cost efficiencies by reducing repeat calls and average handle time (AHT). 
• Gain visibility into customer sentiments and emotions leading to DSAT and churn 

The Startek® solution  

The collaboration between Startek and Telkom significantly improved personalized service quality. By introducing Startek® Interaction Analytics, Telkom comprehensively analyzed agent interactions, customer inquiries and feedback data. This integration dismantled data silos and provided a unified platform for analysis, enhancing accessibility and decision-making. The AI-powered capabilities of Startek® Interaction Analytics, including Natural Language Processing, surfaced keywords and topics from recorded conversations, fostering personalized customer experiences and improving overall CX. 

 

• AI-driven simulation for real-life interactions 
• Personalized coaching for individual growth 
• In-the-moment support on the production floor  

The results 

• Telkom exceeded the target for both QoS and CES 
• Telkom tasked Startek® with enhancing its overall CX and improving customer satisfaction.  

By introducing Startek® Interaction Analytics, in only six months, Telkom benefited from:

Enhanced service excellence 

• 20% improvement in customer-rated quality of service score (QoS)
• 25% reduction in repeat calls 
• 42% surge in first-contact resolution (FCR) ratings 
• 10% improvement in adherence to post-call survey canvassing 

Simplified customer journeys 

• 20% drop in customer effort 
• 15% reduction in average handle time (AHT)