Real-time support for agents with Startek® Agent Assist

In-the-moment support across voice and non-voice channels empowers agents, lowers attrition and enhances customer experience (CX).

Contact center managers know that the most impactful training happens in the moment, but few organizations have the resources needed to make it possible to have the team coach guiding every agent on every interaction. Real-time agent assistance tools automate in-the-moment support and guidance across voice and text-based interactions, ensuring the most positive outcome every time.

By ensuring team members always have the information and support they need to handle customer inquiries effectively and efficiently, real-time agent assist enables agents to provide a better customer experience.

Startek® Agent Assist

Startek® Agent Assist eliminates the burden of remembering or searching for information, ensuring agents can focus on customer needs, driving customer satisfaction, and boosting agent productivity.

By eliminating repetitive tasks and enabling agents to feel more confident in their work, Startek Agent Assist improves the agent experience and reduces attrition.

  • Drive decision-making with intent-driven workflows
  • Ensure consistent, accurate responses with instant access to knowledge-base resources
  • Prompt next best actions with real-time guidance, and digital “nudges” that suggest next steps and provide agents with the information and support they need to effectively resolve customer queries
  • Build rapport with sentiment analysis and action prompts based on the customer’s demeanor
  • Monitor and maintain compliance with flags for inappropriate language or mandatory language that has not been shared

Startek Agent Assist supports agents to better manage complex customer service scenarios, such as handling technical support inquiries, resolving billing issues or dealing with complaints.

Features

Empower agents with real-time support.

Drive agent productivity by ensuring easy access to accurate information
Drive agent productivity by ensuring easy access to accurate information
Improve consistency and accuracy of customer support to deliver a better CX
Improve consistency and accuracy of customer support to deliver a better CX
Drive customer satisfaction (CSAT) and NPS
Drive customer satisfaction (CSAT) and NPS
Reduce agent attrition
Reduce agent attrition

Impact

19%

increase in sales conversion

25%

increase in first contact resolution (FCR)

31%

increase in agent productivity

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Insights

Blog

AI in retail
The future of retail: How AI is transforming retail industry

Discover how AI in retail is driving innovation, enhancing customer experiences, and shaping the future of the retail industry. Explore key use cases today!

January 2025

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Blog

Call center agent
Contact center performance management: Top 5 strategies

Boost efficiency and customer satisfaction with effective contact center performance management strategies. Learn how to enhance your operations today.

January 2025

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Guides & whitepapers

Custom Size
The new age of customer experience – CX trends report 2025

Discover top CX trends for 2025 & learn how emerging tech & strategies can help your business deliver exceptional experiences & boost growth.

January 2025

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Blog

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Customer experience optimization: Importance and best practices

Explore proven strategies and techniques in customer experience optimization. Discover how to optimize customer experience for better conversions and loyalty.

January 2025

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Blog

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How telecom call centers tackle industry challenges and drive revenue

Explore proven strategies and techniques in customer experience optimization. Discover how to optimize customer experience for better conversions and loyalty.

January 2025

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Press releases

HR Asia Startek Malaysia
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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Press releases

Comparably Startek - best CEO/ Work Culture
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

Read more
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