This Award is in recognition of StarTek’s ability to identify and successfully grow in the challenging telecommunications vertical. This has been clearly reflected in the contracts that the company won in 2006 and also in the recent client expansion in 2007.
“A key issue facing contact centers in the telecom vertical is the expertise, time, and technology needed to resolve customer issues considering the increasingly complex services and bundles being offered,” says Frost & Sullivan Strategic Analyst Michael DeSalles. “Given the introduction of quad-plus play services (voice, video, broadband, mobile, and media/content) service representatives have to trouble-shoot very complex service outage questions.”
StarTek, however, has extensive experience and expertise in delivering exceptionally high-quality, cost-effective customer care for telecom service providers. Since 1996, it has performed a myriad of customer care, customer acquisition and receivables management functions for some of the world’s largest carriers. In fact, the company excels in customer care outsourcing for this demanding vertical which covers wireless, cable, internet and long distance service providers.
StarTek’s client list boasts blue chip companies in the communications industry. The company uses its Know-Trust-Grow methodology to strategically partner with clients for long term, sustainable value. With this method, Startek understands short-term and long-term client needs and develops customized solutions for call center operations.
Engagement with a satellite internet provider, resulted in a 1000 percent increase in expansion of the client base and a sales conversion rate up from 8 to 20 percent (inquiry to paid customer conversion). The solution included customer lifecycle support, along with network and routing management, custom reporting, development/training services and quality assurance management. Deployment of interactive voice response (IVR), quality assurance and call recording, and workforce management were also offered.
“StarTek utilizes a set of six Best Practices for establishing and managing strategic relationships with clients,” notes DeSalles. “The company’s best-in-class customer support solutions for service providers offering triple, quad and quad-plus play bundles include customer management services, complex process management services and a unified telephone contact center technology.”
In recognition of these Best Practices to sustain a leadership position in the difficult and demanding telecommunications vertical, Frost & Sullivan proudly presents StarTek with the 2007 North American Vertical Market Penetration Leadership Award. Each year, this Award is presented to the company that has been most effective in penetrating specific vertical markets.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
StarTek, Inc. (StarTek.com) is a leading provider of high value business process outsourcing services to the communications industry. Since 1987 StarTek has partnered with its clients to solve strategic business challenges so that fast-moving businesses can improve customer retention, increase revenue and reduce costs through an improved customer experience. These robust solutions leverage industry knowledge, best business practices, highly skilled agents, proven operational excellence and flexible technology. The StarTek comprehensive service suite includes customer care, sales support, complex order processing, accounts receivable management, technical support and other industry-specific processes. Headquartered in Denver, Colorado, StarTek provides these services from 20 operational facilities in the US and Canada. For more information visit the Company's website or contact us at 800-541-1130
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