Startek® Analytics boosted Telkom’s QoS by 6% and reduced Customer Effort Scores by 23% 

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) 

user image
“Startek® has been an invaluable partner in Telkom's journey to success. Their ability to deliver measurable impact in customer satisfaction has established Startek as one of our preferred partners in the managed call center industry”

Albertus Venter

Managing Exec, Consumer Operations

Telkom

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