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Transforming the customer experience through talent acquisition, people development and brand assimilation.

Our client is an American consumer electronics and gaming merchandise retailer. Founded 40 years ago, the company is one of the largest videogame retailers in the world, with more than 4,000 stores in various geos, including the United States, Canada, Australia and Europe.

Their goal was to enhance the value they provide to customers and stakeholders by reimagining their customer experience, from a purely transactional model to an experience-focused framework.

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

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Results

2,400% Revenue growth -$168K to $4M per month over the course of 8 months

76% Increase in CSAT

2% Average attrition in 8 months

10% increase in Agent Productivity

50% Increase in Customer Engagement

25% Referral Rate in every class

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