- Travel & Hospitality
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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