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Self-Service for a railroad leader

Taking Renfe's customer experience to another level

Customers for Life

Challenge

To position Renfe, the railroad service leader for passengers and merchandise in Spain, as the benchmark in terms of customer service quality and efficiency.

Strategy

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Results

180 simultaneous calls handling capability, processing up to 10,000 calls per hour.

Automatic rerouting of 94% out of total cases and activating virtual agents for the remaining 6% in a seamless way.

Dedicated agents for high value tasks.

Benefits

Customer confidence reinforced. Atento has been offering CX solutions for Renfe since June 2017 and has recently extended this cooperation 2022.

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