Digital transformation delivers 34% call
deflection for Jemena
DENVER, Dec. 12,
2023 /PRNewswire/ -- Startek® (NYSE: SRT),
a global customer experience (CX) solutions provider, and Jemena, a
leading Australian energy distributor, today announced the impact
of their partnership designed to modernize customer experience
delivery for Jemena Customers. This strategic collaboration
reflects the Startek commitment to effectively combine people,
technology and data to deliver customer experience excellence for
leading brands.
Through this partnership, Jemena sought to modernize its call
center delivery to better engage its increasingly digital savvy
customers and enhance its overall customer experience (CX).
As part of the digital evolution, Startek devised and
implemented a digital transformation roadmap, introduced
Startek® Omnichannel Contact Center, implemented an
AI-driven natural language IVR and deployed four natural language
voice bots, driven by 112 distinct intents and over 900 initial
training use cases.
"The CX transformation delivered by Startek has been a
game-changer. Their successful implementation of cutting-edge
technology has enhanced customer and employee experience, while
showcasing their unwavering dedication to our long-standing
partnership. The best-in-class solutions streamlined operations,
personalized interactions for customers and delivered efficiency
and scalability. This collaboration embodies the Startek commitment
to excellence and innovation, solidifying a lasting impact on our
business," said Lawrence Henry,
Contact Centre Contract Manager, Jemena Networks.
The digital transformation of the Jemena customer experience
combined with the transition of customer support to cloud-based
technology has delivered a better, faster service for Jemena
customers. Self-service solutions have resulted in 34% call
deflection while average handle time (AHT) reduced by 100 seconds
over the first 6 months of implementation.
"Startek is proud of our long-standing relationship with Jemena
that is built on a strong belief that collaboration makes us
stronger and delivers better outcomes," said Dee Arora, VP
Operations, Startek Australia. "At Startek, we prioritize building
unique solutions around the needs of our clients and their
customers. We are delighted to be able to deliver these impressive
results for Jemena and look forward to continuing to build on this
successful partnership."
Download the case study to learn more about how Startek
partnered with Jemena to deliver this digital transformation.
About Jemena:
Jemena, a leading Australian energy distributor serving 2.5
million properties, continues to enhance its customer experience
through strategic partnerships and cutting-edge solutions.
About Startek®
For more than 35 years, Startek has delivered customer
experience (CX) excellence for the world's leading brands. Spread
across 12 countries, our 38,000 associates create memorable,
personalized experiences in both voice and non-voice channels. Our
clients span from fortune 500s to fast-growing startups in a
diverse range of industries including cable, media and telecom;
travel and hospitality; retail and e-commerce and banking and
financial services.
By creating closer connections, Startek delivers value for our
clients, opportunity for our people and sustainable growth for our
shareholders.
To learn more visit www.startek.com and follow us on
LinkedIn.
Media Relations
Neha Iyer
Startek
neha.iyer@startek.com
Investor Relations
Cody Cree
Gateway Group, Inc.
SRT@gatewayir.com
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SOURCE Startek