Contact Center Solutions Featured Article

STARTEK Receives Award for Competitive Strategy Innovation and Leadership

August 10, 2017

Frost & Sullivan announced this week that it has recognized STARTEK with the 2017 North American Frost & Sullivan Award for Competitive Strategy Innovation and Leadership. Each year, Frost & Sullivan presents this award to the company that it feels has leveraged competitive intelligence to successfully execute a competitive strategy. This strategy should result in larger market share, better competitive brand positioning and improved customer satisfaction. And, this time around, STARTEK received the honor.

STARTEK is a customer engagement BPO service provider. Its Advantage System leverages the principles of dialogue across all aspects of the customer experience, according to the announcement. The company delivers omnichannel engagement through voice, chat, email, social media and IVR; consulting services; performance optimization services; customer intelligence analytics; and scientific research solutions. Additionally, its product suite can be deployed in client sites or in STARTEK’s own Centers of Excellence, which are located in the U.S., Canada, Honduras, Jamaica and the Philippines.

The company supports a wide variety of industries including cable and media, telecom, high tech, financial services, healthcare, education, retail and utilities. However, despite the wide variety of industries it caters to, STARTEK has a great understanding of each customer base. As a result, it is able to deliver customer-centric solutions to all clients.

Michael DeSalles, Frost & Sullivan Principal Analyst, commented on why this was important to the award decision by saying,  “Frost & Sullivan firmly believes that STARTEK has developed innovative tools, processes, and training powered by the science of dialogue; thus, enabling it to provide highly customized and effective solutions for its clients…The company's focus on high-quality customer care services— backed by technology expertise and the science of communication—places the company at the apex of service providers in North America.”

DeSalles concluded, “STARTEK is the only BPO company of its size that employs the science of human communication to improve customer satisfaction scores and other customer-facing performance metrics… This approach best addresses communication complexity because STARTEK views customers as unique individuals with distinct circumstances and specific communication needs.”

Edited by Maurice Nagle