Transforming B2B and B2C Customer Care with Process Efficiency

In the dynamic world of customer care, efficiency and cost-effectiveness are paramount, especially across both B2B and B2C operations. This case study showcases how Atento spearheaded a transformative strategy to enhance process efficiency and reduce costs, setting a new standard in customer service operations.

The Challenge

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).

The Challenge

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).

Strategic Solution

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.

Strategic Solution

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.

Operational Highlights

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.

Operational Highlights

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.

Results

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.

Results

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.
This case study demonstrates Atento’s capability to drive significant improvements in process efficiency and cost reduction in customer care operations.

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