In search for Customer Service excellence.
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.
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).