Startek upgrades Aussie energy firm’s call center services
COLORADO, UNITED STATES – Customer experience (CX) solutions provider Startek has partnered with Australian energy distributor Jemena in an effort to enhance the latter’s call center services.
Jemena, which serves 2.5 million properties, observed that their customer base is becoming increasingly tech-savvy, so a need arose to improve their systems.
Among the goals that Jemena wanted to achieve were reducing the average handle time (AHT), delivering a CX system to support real-time identification of supply outages, and uplifting its employee experience (EX).
Startek, who boasts of its ability to seamlessly combine artificial intelligence (AI)-driven solutions with human capabilities, created a blueprint to meet Jemena’s needs.
Some of the solutions that Startek provided were enabling a voice-led AI, installing natural language interactive voice response (IVR), and a secure and user-friendly customer platform.
The new system yielded favorable results. It achieved 34% call resolution via the IVR virtual agent for electricity faults and emergencies. It also reduced AHT by 100 seconds in the first six months of implementation.
Jemena Networks contact center contract manager Lawrence Henry believes the collaboration with Startek has elevated their CX.
“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,” Henry said.
Startek has 38,000 associates across 12 countries. It has aided startups from various industries, including cable, media, and telecom; travel and hospitality; retail and e-commerce and banking and financial services.
