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.

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.

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%

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