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Creating Fans

In search for Customer Service excellence.

Challenge

Aiming to establish its reputation as a provider of excellent customer service and willing to reinforce its brand values to customers, this automotive company chose Atento to manage their post-sales operation.

Strategy

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Results

The service receives an average of 50,000 calls a year and the results achieved since Atento started to operate the service were:

Pay-out on calls dropped from 13% to 3% a year.

Reduction in complaints by 52% a year.

99% of complaints were resolved within seven days.

85% of calls attended within 15 minutes.

168 leads referred to the retailers’ network (first year).

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