Sustaining Excellence for a Premier Hotel Chain

This client sought to ensure uninterrupted service and sales support during the pandemic.

Challenge

Guarantee service continuity during the pandemic while maintaining stable performance indicators.
Relocate agents to their homes using Atento’s WAHA platform, Atento@Home.

Challenge

Guarantee service continuity during the pandemic while maintaining stable performance indicators.
Relocate agents to their homes using Atento’s WAHA platform, Atento@Home.

Strategy

Provided hotel reservation services for direct clients, companies, and travel agencies.
Handled inbound calls, rate information, sales closure, reservation generation, customer warranty requests, and confirmation emails through phone, mail, and chat channels.

Strategy

Provided hotel reservation services for direct clients, companies, and travel agencies.
Handled inbound calls, rate information, sales closure, reservation generation, customer warranty requests, and confirmation emails through phone, mail, and chat channels.

Highlights

18 workstations dedicated to the operation.
Comprehensive support through multiple channels: phone, mail, chat.
Focus on maintaining high service levels and customer satisfaction.

Highlights

18 workstations dedicated to the operation.
Comprehensive support through multiple channels: phone, mail, chat.
Focus on maintaining high service levels and customer satisfaction.

Results

100% success in implementing the WAHA platform.
SLA: 80/20
Quality: 87
Average Handling Time (AHT): 202 seconds (target: 230)
Dropout rate: 1.20%

Results

100% success in implementing the WAHA platform.
SLA: 80/20
Quality: 87
Average Handling Time (AHT): 202 seconds (target: 230)
Dropout rate: 1.20%

Advanced Sales Forecasting: Harnessing Machine Learning for Precision Targeting

Automating the customer experience

Transforming the customer experience through talent acquisition, people development and brand assimilation.

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Sustaining Excellence for a Premier Hotel Chain

Challenge

Challenge

Strategy

Strategy

Highlights

Highlights

Results

Results

Cases

Advanced Sales Forecasting: Harnessing Machine Learning for Precision Targeting

Automating the customer experience

Transforming the customer experience through talent acquisition, people development and brand assimilation.