- The company consolidates its sustainable model aligned with European standards (ESRS) and promotes the strategic use of technology to amplify its social, environmental, and governance impact
Madrid, September 08, 2025. Atento Luxco 1 (“Atento” or the “Company”), one of the world’s largest providers of customer experience management and business transformation outsourcing services (CXM/BTO) and an industry leader, has presented its 2024 ESG Report, which covers a year marked by the strengthening of its commitment to sustainability as a strategic focus. Aligned with the European Sustainability Reporting Standards (ESRS), the company has consolidated an organizational culture based on ethics, inclusion, and purposeful innovation.
“At Atento, we believe that sustainability is not a parallel path, but rather a way of acting that integrates technology, ethics, and people. In 2024, we have strengthened our ESG commitment through more analytical, inclusive, and automated management, anticipating new regulatory frameworks and promoting solutions that generate added value and sustainable development,” Pablo Sánchez, Chief Marketing Officer and ESG Director at Atento.
Environment: energy efficiency and cleaner operations
Over the past year, Atento has achieved significant milestones in its environmental performance. Since 2020, the company has achieved a cumulative reduction of 27.5% in its greenhouse gas (GHG) emissions, exceeding its year-on-year targets through the consolidation of energy efficiency measures, the redesign of operational processes to reduce unnecessary consumption, and the increased use of more sustainable energy sources. Additionally, 63.2% of global energy consumption already comes from renewable sources, underscoring its commitment to cleaner and more resilient operations.
Also, paper consumption has been reduced by 60% and water use by 12.7% compared to 2020 levels. These improvements have been accompanied by specific initiatives such as reforestation actions in different regions and electronic equipment recycling programs, as part of its collaboration with social organizations for the responsible reuse of technological waste.
On the other hand, the CDP (Carbon Disclosure Project) organization, one of the most prestigious environmental non-profit organizations worldwide, recognized Atento with a B rating in terms of ecological and water management, the best grade that the company has received in recent years, demonstrating Atento’s commitment to the environment and sustainable management.
Social: diversity, employability, and technology at the service of talent
The social scope of the report reflects Atento’s commitment to equality, professional development, and inclusion. In 2024, 64.7% of its global workforce consisted of women, and half of the management positions were also held by women, further consolidating its leadership in gender diversity. Additionally, 91.7% of its employees are full-time, and 44% are under 30 years of age, highlighting the company’s significant role in providing quality employment opportunities for young people.
One of the key advances in 2024 has been the application of generative artificial intelligence to recruitment, with the deployment of the Smart Recruiter system. This innovative solution, based on a conversational AI chatbot, allows candidates to be evaluated in real simulated scenarios, objectively identifying the profiles most aligned with the client’s culture. The tool not only improves efficiency but also ensures more inclusive and transparent processes.
In the training field, Atento has invested more than 42 million hours in training, promoting internal employability, and has managed 4,915 promotions, 67% of which were in the operational area. The company has also launched Atento Academy, a global platform that centralizes and standardizes team training, and has strengthened its learning ecosystem with Atento CXLab, an immersive environment with virtual reality simulators and AI resources to train skills in realistic contexts.
In addition, high-impact social programs such as REDI (diverse and inclusive recruitment), Atento Impulsa (employability for people with disabilities or at risk of exclusion), and DNA, the global diversity strategy that promotes safe, representative, and collaborative spaces throughout the organization, have been maintained and expanded.
Government: digital ethics and global compliance
In terms of governance, Atento has taken a key step forward with the adoption of its first corporate policy on the responsible use of generative artificial intelligence, establishing ethical principles and control mechanisms for its application in products, processes, and labor relations.
Likewise, the commitment to transparency and integrity has been reflected in the consolidation of the compliance model, which includes a Global Committee, active reporting channels, and regular training in ethics, anti-corruption, and data protection. All of this is framed within a cutting-edge technological environment, backed by ISO 27000 certification in cybersecurity and ISO 56002 certification in innovation management, which Atento has renewed for the fourth consecutive year.
One of the most relevant aspects has been Atento’s commitment to the responsible use of technology, a central element in its business model. As a leader in BTO solutions, the company utilizes advanced technologies, including AI and automation, to enhance customer experience, ensuring that its implementation aligns with ethical, inclusive, and sustainable principles. Thus, over the past year, Atento has deployed an approach that combines operational efficiency, thanks to the strategic use of technology, with a genuine commitment to social and environmental responsibility.
With this report, Atento reaffirms its commitment to continuing to develop a more technological, humane, and sustainable organization, where innovation is aligned with the major social and environmental challenges of our time, and where every technological advance has a positive and measurable impact on people’s lives.
“At Atento, sustainability, innovation, and human commitment converge in a single purpose: to lead with integrity and transform the future of customer service by reinforcing empathy and the human touch with the best technology,” concludes Pablo Sánchez.
About Atento
Atento is the largest provider of customer relationship management and business process outsourcing (“CRM BTO”) services in Latin America and one of the world’s leading providers. Atento is also one of the leading providers of nearshoring CRM BTO services for companies operating in the United States. Since 1999, the company has developed its business model in 17 countries, employing approximately 110,000 people. Serving more than 400 customers, Atento offers a wide range of CRM BTO services across multiple channels. The majority of Atento’s clients are leading multinational companies in the telecommunications, banking and financial services, healthcare, retail and government sectors. In recent years, the company has been recognized for its excellence by several industry analysts globally, including Everest, Gartner, Frost & Sullivan and ISG. Forbes recognized Atento as one of the 100 best companies to work for in Spain in 2023, while Great Place to Work® has continuously ranked us as one of the 25 best companies to work for globally. We have also been recognized as the 1st company in the sector globally to achieve the ISO 56002 Innovation Management Certification, which we have maintained for four consecutive years.
For more information, visit www.atento.com.