- Atento continues to offer solutions that allow new business generation for its clients and avoids a possible stagnation once the recovery from the COVID-19 crisis begins to take effect.
- The implementation of strict health and safety measures in all operations has allowed Atento to keep practically all of its work centers open, which, along with the effort made by more than 50,000 agents to keep carrying out their work remotely, gives Atento a broad capacity to meet the needs of all clients.
New York 2020 –Atento S.A. (NYSE: ATTO), the largest provider of customer-relationship management and business-process outsourcing services in Latin America, and among the top five providers globally, is certainly aware of the humanitarian challenge we are currently facing. So the company continues to improve its portfolio and processes, quickly adapting to the new times to continue offering its clients the solutions that their current and future businesses needs. In addition, the company´s work is essential to allow citizens to access various services without leaving their homes, while always ensuring the safety and health of all of the Atento employees.
In this time of crisis, to ensure that business continues to be generated and that customers have all the solutions at their fingertips, Atento has implemented strict health and safety measures in all of its operations, which match or exceed COVID-19 guidelines of the WHO and local regulations. Specifically, teleworking capabilities have already been extended, quickly and effectively, to more than 50,000 agents globally, which represents almost 45% of the total workforce. This offers Atento a very broad competitive advantage, thanks to the workforce available to support all the needs of both customers and the greater population.
Teleworking has made it possible to considerably reduce the number of employees in the facilities and call centers, which helps to maintain a minimum distance between each work station, for those who continue working on site, another measure implemented throughout the company and supervised by regional and global committees, created especially to manage the dynamics of the workspaces during this crisis.
The possibility of teleworking, alternated with on site work, as well the ability to carry out the entire cycle known as “WaHa Native”, which includes recruitment, training and remote operation, becomes the key to continue providing services with high quality standards that allow Atento´s customers to continue advancing.
In addition, Atento’s international presence allow us to offer global solutions, thanks to the company’s ability to carry out the activity, if necessary, from any workplace, responding to specific requirements that may arise.
In this way, Atento has developed digital solutions aiming to offer integrated care aligned with the needs of the projects it is working on. Thus, the company has all the necessary capabilities to carry out actions of digital customer service or automation of front and back office processes. It also has a strong omnichannel platform for effective customer acquisition, management, and retention results. This platform includes solutions that use, among others, cognitive technology and semantic engines, 100% digital sales, digital or self-service customer service and technical support or digital collection.
Regarding the importance of work development continuity in times of COVID-19 and of new business generation, Carlos López-Abadía, CEO of Atento, points out, “In Atento, we want to continue offering our clients the same quality standards and the same workforce, which allows us to continue our activities while covering essential services in times of crisis, striving so that none of our clients loses their ability to evolve.”
Atento is the largest provider of customer relationship management and business process outsourcing (CRM BPO) services in Latin America, and among the top five providers globally, based on revenues. Atento is also a leading provider of nearshoring CRM/BPO services to companies that carry out their activities in the United States. Since 1999, the company has developed its business model in 13 countries where it employs 150,000 people. Atento has over 400 clients to whom it offers a wide range of CRM/BPO services through multiple channels. Atento’s clients are mostly leading multinational corporations in sectors such as telecommunications, banking and financial services, health, retail and public administrations, among others. Atento´s shares trade under the symbol ATTO on the New York Stock Exchange (NYSE). In 2019, Atento has been named one of the World´s 25 Best Multinational Workplaces and one of the Best Multinationals to Work for in Latin America by Great Place to Work®. For more information visit www.atento.com