Transactional service with no brand or emotional connection
Experience redesign with brand culture, digital customer experience (CX), and agent empowerment.
Challenge
Re-evaluation of current customer engagement model to support business model transition from Brick & Mortar to eCommerce.
New location strategy to move voice operations from Offshore to Onshore plus time zone coverage
Strong brand and culture affinity needed to drive experience-focused customer care.
Strategy
Digital Transformation Acceleration: the deployment of a strong customer experience operation in the United States, with the ability to scale and support the company’s new direction and growth mindset.
Agent profiling: Build a team of CX experts with the necessary skillset and the attitude to develop a passion for the brand, which required an innovative hiring strategy. We prospected the right profiles and attracted them through their preferred channels, including a popular gaming convention.
Culture of innovation:Build a CX organization able to deliver on their brand promise and provide consistently exceptional customer care. Atento stepped up to the challenge by implementing a plan focused on staffing, development and brand assimilation.
Brand alignment: Placing a strong focus on our employee’s experience, we set out to create the ideal site setting for them to feel part of the brand.
Results
2,400% Revenue growth -$168K to $4M per month over the course of 8 months
