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

Together with the client, Atento designed a comprehensive program focused on offering the best possible post-sales customer relations service. To achieve success, Atento divided the program’s activities between two teams - Front Office and Back Office.

While the Front Office agents offered a fast and reliable response aimed at resolving customer inquiries on first contact and ensuring end-user satisfaction, the Back Office agents were in charge of dealing with more complicated problems that required the interaction of other areas such as: Retailers, Sales Managers, Post-Sales, E-commerce, Marketing, Legal, Diamond Plan, Technical Plants and Warrantee Departments.

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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Solution used