StarTek Recognized for Contact Center Outsourcing Leadership

StarTek has been recognized for its leadership in the contact center outsourcing market. Based on recent analysis of this market in North America, Frost & Sullivan (News - Alert) has awarded StarTek with the 2007 Frost & Sullivan Award for Vertical Market Penetration Leadership.

This award is the result of StarTek’s ability to identify and successfully grow in the challenging telecommunications vertical. This success has been clearly demonstrated in the contracts that the company won in 2006, as well as 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," said Frost & Sullivan Strategic Analyst Michael DeSalles, in a Tuesday statement. "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 has focused on making a name for itself with its extensive experience and expertise in delivering high-quality, cost-effective customer care for telecom service providers. The company has performed a myriad of customer care, customer acquisition and receivables management functions since 1996 for some of the world’s largest carriers.

StarTek’s excellence is actually exemplified in its customer care outsourcing activities for this demanding vertical which covers wireless, cable, Internet and long distance service providers.

The company’s client list includes blue chip companies in the communications industry. Using a Know-Trust-Grow methodology, StarTek has been able to strategically partner with clients for long-term, sustainable value. This method also enables the company to understand short-term and long-term client needs, while also developing customized solutions for call center operations.

 
StarTek enjoyed a 1000 percent increase in the expansion of its client base, as well as a sales conversion rate up from 8 to 20 percent with the engagement of a satellite Internet provider.

The solution provided included customer lifecycle support, network and routing management, custom reporting, development/training services and quality assurance management.

"StarTek utilizes a set of six Best Practices for establishing and managing strategic relationships with clients," noted 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."

The contact center outsourcing industry in North America is a competitive one in which those companies who can deliver as promised in terms of customer service, cost effectiveness and integration, will be those that dominate the market. StarTek appears to be successful in its approach as demonstrated by this award.

 

This recognition from Frost & Sullivan not only acknowledges StarTek’s success in the industry, it also helps propel brand recognition and additional exposure for the company, which is likely to help drive its success even further.

 

 

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.