Demand Driven by Complex Customer Care Interactions as Cable Operators Leverage Bundling Strategies
DENVER--StarTek, Inc. (NYSE: SRT), a leading provider of Business Process Outsourcing and Optimization (BPO) services for outsourced customer interactions, announced today an aggressive expansion of its complex quad-plus play customer care service.
StarTek has nearly 20 years of experience partnering with global brands in the broadband, wireline/wireless, and telecommunications customer care. As a result, StarTek consistently achieves quality scores that are 10% above their competitors, 97% or greater data accuracy on all new accounts, and improved business process cycle time by 50% year over year.
As communication services increase in variety and complexity, superior customer care, bundled sales, technical support and efficient service delivery will be key differentiators in the competitive telecommunications and cable market.
“Traditionally telecommunications service providers have been challenged to manage highly commoditized offerings, while delivering the comprehensive customer care their consumers expect and deserve,” said Steve Butler, CEO of StarTek. “With an influx of increasingly complex and more robust voice and data services, acquiring, growing and retaining high-touch, high-value customers will continue to be a challenge for these providers.”
StarTek’s expansive quad-plus play customer care portfolio offers a wide variety of customer care services to help simplify complex customer care interactions. These services include:
- StarTek Intelligent Enterprise (Complex process management services) including wholesale order validation, activation, provisioning, port-outs, day of install support, directory listing, order entry and account lifecycle management for wholesale carrier relationships and major account servicing, truck roll reduction;
- Customer management services like tiered technical support, bi-lingual services, Upsell/Xsell of bundled services; and
- Unified telephony contact center technology such as IVR and web self-service, call management and network routing, unified messaging, workforce management services and IT professional services.
According to IDC analyst Brian Bingham, Global Director, CRM Services and F&A BPO Research, the role of customer service representative (CSR) has evolved, especially in the communications/cable industries. “Not only does the CSR need to understand the basic voice service offerings,” said Mr. Bingham, “but now with the introduction of quad-plus play services (voice, video, broadband, mobile, and media/content) they need to trouble-shoot complex service outage questions, understand ever-changing regulations, and a whole host of other technical processes and systems. That is why we are seeing an up-tick of traditional wireline, wireless and major cable companies gravitate towards outsourcing providers to deliver bottom line savings.”
ABOUT STARTEK, INC.
StarTek, Inc. (NYSE: SRT) is a leading provider of Business Process Optimization services for outsourced customer interactions. Since 1987 StarTek has provided customer experience management solutions that solve strategic business challenges so that fast-moving businesses can effectively manage customer relationships across all contact points - web, voice, email, fax, and video. This blended solution helps companies create and maintain customer satisfaction and frees them to focus on preserving capital, while StarTek delivers the ultimate customer experience. The company is managed by executives from the Financial, Cable MSO, CRM and business services industries. Headquartered in Denver, Colorado, StarTek has 19 operational facilities across North America. For more information visit the company’s website at www.StarTek.com.
