Case Study: STARTEK achieves automated call analysis and improved customer experience with Verint Systems' Speech Analytics

Startek® Elevates Customer Experience with Verint Speech Analytics

Startek is a global, tech-enabled customer experience (CX) management provider operating in 13 countries with more than 43,000 CX experts and handling over 500 million interactions annually. The company struggled to derive actionable insights from the vast majority of recorded calls—manual sampling left many conversations unanalyzed, wasting coaching opportunities and complicating analysis across multiple languages and regional dialects.

Startek deployed Verint Speech Analytics with customized hybrid language models, automated call disposition, and advanced dashboards to transcribe and analyze most calls in near real time. The solution eliminated agent after-call work, surfaced call drivers and sentiment for faster coaching, and delivered measurable gains including a 4% improvement in first contact resolution, higher quality scores, consistent CSAT above target, and unified visibility into AHT and trend drivers.

STARTEK

Abhinandan Jain

Chief Digital Officer