Startek handles over a billion customer experience transactions each year for many of the world’s finest brands; the insights gathered and analyzed as a result helps these brands position their businesses for greater growth. There is a reason why their customers increasingly rely on Startek—it has to do as much with the company’s leadership as it does with their new age CX solutions and responsiveness with clients. Led by its President, Rajiv Ahuja, the company is today poised to build on their strong foundation—blending global reach, technology-led innovation, and a strong, digitally native, talent base.
Listed on the NYSE, Startek has a strong legacy of over three decades of managing customer experience across 5 continents, 13 countries and 46 centers worldwide. The brand has attracted millennial and next-gen businesses as clients, and more than 40,000 engagement specialists—employees looking for career paths that offer innovation, growth and purpose.
Under Rajiv’s stewardship, Startek’s digital investments are accelerating across global accounts and key industry segments such as ecommerce, BFSI, Telecom and other consumer facing businesses. His strong focus on adopting disruptive technologies such as automation, digital and artificial intelligence is a reflection of his commitment to build and deliver robust technology capabilities that efficiently solve complex issues and enhance customer experience.
Startek’s digital transformation helps it compete at the highest level of any marketplace. That transformation is enabled by new technologies, such as quality automation, omni-channel capabilities, smart IVR, virtual agents (RPA) and more recently—artificial intelligence.
It is a bold approach that helps the company offer both the best customer experience to consumers—and new professional skills matched by the ability to administer them. It is a digital mindset that customers actively look for today—a service provider who combines consulting with specific competencies for each vertical; an understanding of the client’s digital maturity; omni-channel platforms and the use of analytics and cognitive technologies.
Startek has leveraged automation as an enabler within its digital marketing and engagement management platform. It has deployed automation to enable activities such as intelligent agent routing, data tracking and reporting, listening and categorization, etc.
For Startek, this transformation of customer-related business processes helps meet the demand of consumers who are increasingly digital- minded. The COVID-19 pandemic has proved to be a catalyst for change—bringing digital transformation to the forefront for companies working to deliver seamless experiences for customers.
As a result, Startek hyper-adopted WFH for over 55 percent of its global workforce, through their new ‘StarCloud’ remote work capabilities. The Smart Work From Home (WFH) model was implemented within a week, while simultaneously maintaining business continuity and data security.
Since then, Startek has rapidly activated more WFH delivery models across most of its customer experience programs in 13 geographies. ‘StarCloud’ is Startek’s in-house unified cloud, which forms the core of the company’s approach and enables customer engagement specialists to work via any device whether a PC, thin client, mobile, or tablet. StarCloud’s hybrid approach enables home-based agents to complement services delivered by those in contact centers. It helps integrate multi-channel customer engagement, reduce overhead costs and increased employee and customer satisfaction by incorporating work-at home capabilities. While Startek’s move to a campus in the cloud was always planned as a strategic shift, it was accelerated by the global pandemic.
Implementing a shift this major was made easier by strong leadership at the helm. Rajiv ensured that the company adopted a pragmatic, collaborative approach to help adapt to new ways of running the business—making things happen in a timely, seamless and agile manner.
This included adapting to digital and contactless customer service faster than anticipated. Using predictive and behavioural analytics based on AI, Startek successfully devised a mechanism to monitor remote operations and employee performance. This solution also masks information, detects suspicious activities by unauthorised persons and monitors browsing history and idle time performance.
Rajiv’s approach as a leader centers around three aspects: ensuring business continuity for a seamless customer experience delivery; ensuring data security for winning client confidence; and ensuring the health and safety of the all the employees during such unprecedented times. His vision for Startek includes the strengthening virtual and contactless operations by enabling omni channel support using IVR, Chat Bots and virtual agent capabilities. They also include the developing an AI Human Assist model offering process orchestration and continuous intelligence, with an on-demand service that includes multi-speed human and machine workforce interfaces.
To learn more about Startek’s global solutions, please visit www.startek.com
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