​StarTek (SRT) Using the Call Center Model Very Effectively in US Operations

Bolton Flautt  |

Call centers are one of the most popular business models in today’s world of working remotely. Agents usually do not start out that way though. At first, they are part of a 20-plus seat call center in a setting comprised of a cubicle maze with a few corner offices and conference rooms that very much resembles the popular movie ‘Office Space.’ Every company with any scale needs customer support and sales personnel, but most look overseas to countries where the costs of running a 100 seat call center is much cheaper. A U.S. based company that is doing quite well in the call center business is StarTek (SRT), which is based in Greenwood Village, Colorado and has 14,500 full time employees. Chad A. Carlson serves as StarTek’s Chief Executive Officer, President, and a member of its board of directors.


Mr. Carlson commented in a press release about StarTek’s milestones and plans moving forward, “Building on our momentum over the last several quarters, we continued to focus on delivering added value for clients, winning new business and optimizing contracts to expand margins. As we close out the year and look ahead to 2017, we will continue to add value for existing clients and leverage StarTek’s differentiation to continue winning new business. The fundamentals of the business remain strong and we believe StarTek is well-positioned for sustainable, profitable growth.”

StatTek’s service offerings include sales support, order processing, customer care and receivables management and customer analytics. For over 25 years, StarTek has been committed to making a positive impact for its clients’ business results, enhancing the customer experience while reducing costs for clients. With the latest technology in the business process outsourcing (“BPO”) industry and the STARTEK Advantage System, the company’s employees, termed Brand Warriors, instill customer loyalty through a variety of multi-channel customer interactions, including voice, chat, email and interactive voice response. The company has 20 domestic and international locations scattered across Colorado, Ohio, South Carolina, Virginia, Missouri, Arkansas, Indiana, Ontario, Jamaica, Honduras, and the Philippines.

The outsourced customer care services industry where StarTek calls home is a model for advancement with forecasted growth in spending of 5.9 percent worldwide from $61 billion in 2013 to $81.3 billion in 2018. Another interesting statistic is that 29 percent of companies are using proactive outbound communications to identify customer issues and discover insights. And finally, when I call technical support for any of my numerous gadgets the characteristic I value the most is getting my issue resolved quickly, which is the cornerstone of StarTek’s business model.

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Companies

Symbol Name Price Change % Volume
SRT StarTek Inc. 6.73 -0.19 -2.75 65,925 Trade

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