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CAT ADSL

Customer service as a key element in differentiation

Objective

Since 2001 Atento manages the ADSL Customer Service for Telefonica (CAT ADSL) which the service main goal is to provide and solve the technical incidents regarding ADSL lines for Telefonica`s customers.

Even though being a profitable service for both companies, Telefonica and Atento identified the need to improve the Client Customer Service. The ADSL internet marker was becoming more and more competitive and a differentiated service was key to maintaining operation success.

Strategy

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Results

The introduction of the Quality Plan has made it possible to offer a CAT ADSL Service where the customer’s perception can be immediately assessed and analyzed thus providing Telefonica with vital information at the decision making stage.

In this way, Atento managed to surpass Telefonica’s expectations in terms of quality indicators, which were constantly maintained at levels above the 7.5 (out of 10) agreed upon with the client.

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