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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