Case Study: Jemena achieves 34% call deflection with Startek digital transformation

Jemena achieves 34% call deflection with STARTEK

The customer, Jemena, a leading Australian energy distributor, faced the challenge of managing significant call volumes and modernizing its call center to improve customer and employee experience. They sought to reduce average handle time, identify outages in real-time, and implement a clear quality assurance program. The vendor, STARTEK, was engaged to address these needs through a digital transformation initiative.

STARTEK developed and deployed four natural language voice bots with over 900 training use cases and a top-tier interactive voice response (IVR) system. This solution featured call routing based on specific intents and individual outage messaging. The results for Jemena were substantial, including a 34% call resolution via the IVR virtual agent and a reduction in average handle time by 100 seconds within the first six months of implementation.

Jemena