Transforming B2B and B2C Customer Care with Process Efficiency

Streamlining Operations and Reducing Costs

The primary goal was to significantly enhance process efficiency in B2B and B2C customer care operations. A critical aspect of this challenge was to achieve these improvements while also reducing operational costs through better Service Level Agreements (SLAs).

A Holistic Approach to Process Automation

Atento’s response to this challenge was multifaceted, focusing on a blend of CX consulting, strategic process automation, and continuous improvement:

1. CX Consulting and Process Automation Design: A comprehensive strategy was developed to identify key areas for efficiency gains and cost reduction, laying the groundwork for automation.
2. Bot Development and Deployment: The strategy included the initiation of bot development, rigorous testing, and quality validation to ensure seamless automation of customer care processes.
3. Feedback Mechanisms for Continuous Improvement: Implementing feedback loops allowed for ongoing refinement of processes and automation strategies, ensuring long-term success and adaptability.

Automation at Scale

The implementation of this strategy led to significant operational enhancements:

• Automation of 26 Distinct Processes: This broad application of automation across operations streamlined workflows and improved service delivery.
• Deployment of Over 100 Robots: With more than 250 robots currently operational, Atento significantly increased the capacity for automated customer interactions.
• Empowerment of 5,000 Agents: The new automated processes enabled agents to focus on higher-value tasks, improving overall service quality.

Efficiency Gains and Cost Reduction

The strategic focus on process efficiency and automation yielded remarkable results:

• 25% Reduction in Average Handle Time (TMO): The average handle time was reduced by 25%, from 540 seconds, significantly improving operational efficiency.
• Achievement of ROI Within One Year: The investments in automation and process improvement paid off, with a return on investment realized within just one year.
• Substantial FTE Reduction: Both B2B and B2C sectors experienced significant reductions in full-time employee requirements, further reducing operational costs.