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Digital care for higher satisfaction

One of the world´s leading automotive companies trusted Atento with the delivery of its brand’s Customer Experience. Through a 100% digital strategy, we took care of their Customer service and provided clients with information and complaints support, achieving greater satisfaction levels and speeding up first contact resolution rate.

Challenge

Provide an agile and resolutive service for our client´s customers while helping decrease the number of complaints and increasing satisfaction.

Strategy

  • We chose the best agents for this mission, and deployed our Analytics capabilities for constant monitoring. The team, working through the Atento@Home model delivered a five-star Customer Care that sped-up Average Handling Time while boosting Customer Satisfaction

Results

  • 97,1% Customer Satisfaction​

  • 95% Quality level​

  • AHT decrease by 1 minute

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