Case Study: Telkom boosts QoS and cuts customer effort with Startek Analytics

Telkom boosts QoS by 20% in six months with Startek

Telkom, a leading South African ICT services provider, partnered with vendor Startek to enhance its overall customer experience. The challenge was to improve its quality-of-service score and customer satisfaction index by increasing first-call resolution, while also reducing customer effort scores and gaining better visibility into customer sentiments across multiple siloed systems.

Startek implemented its Startek® Interaction Analytics solution, which used AI-powered capabilities like Natural Language Processing to analyze agent interactions and customer feedback. This integration dismantled data silos and provided a unified platform for analysis. As a result, Telkom saw a 20% improvement in its quality-of-service score, a 25% reduction in repeat calls, and a 20% drop in customer effort within just six months.

Telkom