Startek Elevates Customer Experience with Verint Speech Analytics

Startek leverages Verint Speech Analytics to analyze emerging trends and, in turn, enhance CX for its clients’ customers.

The results

  • Automated analysis of calls, transforming from manual call disposition to unified AI-driven analytics.

  • Improved first contact resolution (FCR) by 4% and eliminated agent after-call work.

  • Increased quality scores and achieved customer satisfaction (CSAT) scores consistently above target.

Identify areas of opportunity and pinpoint customer concerns

As a global provider of tech-enabled customer experience (CX) management solutions, digital transformation, and technology services to leading brands, Startek is committed to impacting clients’ business outcomes by enhancing customer experience through digital and AI enablement across all touchpoints and channels. Present in 13 countries, Startek has more than 43,000 CX experts servicing clients across a range of industries, including banking and financial services, telecom, retail, healthcare, and travel.

Startek works with leading CX technology providers to identify and deploy the most effective solution for each client’s unique needs. This suite of tools leverages many customer engagement solutions, including those provided by Verint.

Deriving actionable insights from 100 percent of calls is a challenge for any contact center, even when calls are recorded. Many contact centers employ an ad hoc approach to call listening, meaning many recorded calls will never be reviewed and valuable coaching moments will go unactioned.

Startek recognized that technology could eliminate the need for manual call listening and derive meaning from unstructured voice data to maximize the valuable information contained within each call. Today, leveraging Verint Speech Analytics, Startek can transcribe the majority of recorded calls to analyze emerging trends, identify areas of opportunity, and pinpoint customer concerns, in turn enhancing CX for its clients’ customers.

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agent on a call

Understand the drivers behind customer calls and derive actionable insights

Business insights are driven exclusively based on data in near real time and hybrid language models customized to meet the needs of specific Startek processes and analytics requirements. Together, this drove the required engagement output, including achieving the desired unified average handle time (AHT) and the ability to pinpoint the drivers behind both downward and upward call trends.

Advanced dashboards give Startek and its clients heightened visibility and insights into category trends and term trends along with their respective call volumes. Using these dashboards, Startek can compare performance metrics from an organizational level and drill down to an agent level. Additionally, agents can better understand their roles and performance.

“Startek leverages Verint Speech Analytics to provide a deep understanding of the drivers behind customer calls and derive actionable insights into how agents can deliver the best experience,” Jain concludes. “In this way, the solution helps us to keep pace with changing customer needs and ensure that every call is a coaching moment that enables our agents to continue to learn and grow.”

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