- Retail & E-commerce
Inconsistent service due to a lack of experience
Strategic migration and training to raise the quality of service across all channels.
Challenge
- Equip staff with the expertise to consistently deliver customer satisfaction, even when faced with unexpected service challenges.
- Enhance the entire customer experience across all purchasing channels during both pre-sale and post-sale interactions.
- Commit to fully engaging our team in the campaign, ensuring every customer interaction is managed with dedication and excellence.
Strategy
- Initiate the migration of 70% of the customer service campaigns to Atento from another provider, aiming to centralize and streamline service excellence.
- Harness positive initial outcomes to gradually transition all service campaigns, ensuring they meet and exceed the set objectives by the client.
- Foster a collaborative and rewarding work environment, working closely with the client to align goals and execution.
- Rapidly address and train on areas of opportunity to continuously improve key performance indicators (KPIs).
- Engage various departments—Human Relations, Training, Quality, and Administration—to bolster support and facilitate improvements.
Highlights
Key successes included:
- Close collaboration between the retailer and Atento to create a supportive and engaging work environment.
- Immediate training on identified areas of opportunity to enhance key performance indicators (KPIs).
- Leveraging support from various departments (Human Relations, Training, Quality, and Administration) to foster improvement.
- Integration activities aimed at uniting teams and boosting morale.
- Development plans aimed at enhancing management practices.
Results
The results speak to the efficacy of the strategies implemented:
- Customer Satisfaction (CSAT): 93%
- Time Online: 92%
- Call Abandonment Rate: 3%
- Service Level Agreement (SLA) Compliance: 78%
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