Case Study: StarTek achieves 10–20% productivity gains and significant cost savings with Verint Systems' Impact 360

StarTek - Customer Case Study

StarTek, a global BPO with 18 delivery centers and more than 6,000 agents, needed better visibility into its growing back‑office work. While inbound call performance was well measured, offline agents handling email, fax, and complex order processes touched many systems and lacked accurate productivity metrics, making it difficult to quantify efficiency, coach effectively, or meet SLAs.

StarTek deployed Verint’s Impact 360 Desktop and Process Analytics across 500 offline seats to track application usage, map workflows, and trigger process‑based alerts. The solution delivered rapid improvements—about a 5% efficiency gain in two weeks and a total 10% increase through better coaching—plus up to 20% better application utilization, the ability to handle more back‑office work with fewer staff, and client savings of nearly $100,000.

STARTEK

Joy Martens

Director Client Services