- The main companies in this sector in the country already use Atento services such as Technical Support, Sales, Customer Service, Back Office or Collections, all supported by digital technology
- Digital customer service through multiple channels is one of the services in which Atento stands out in the telecommunications sector
January 24, 2018
SAO PAULOJanuary 25, 2018 – Atento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide accelerates its growth in the Brazilian telecommunications market. Atento´s client portfolio in Brazil encompasses the main telecommunications companies in the country.
Atento´s telecommunications business division tripled its revenues in Brazil thanks to its wide range of specialized services for the sector and the implementation of digital solutions. “We constantly invest in technology and innovation to expand our offer of customer experience solutions for the sector, transforming customer experience processes with the aim of improving results for our clients,” says Mario Camara, Managing Director of Atento Brazil.
“Thanks to our differentiated and specialized offering, we provide solutions to challenges that characterizes the sector such as the pressure in margins. This strategy has helped us to triple our presence in the telecommunications sector and consolidate Atento as leader in the Brazilian market, “says Mario Camara.
To achieve this growth, Atento leverages different assets. The first of these is its Business Process Transformation unit which, on an advisory basis, seeks to understand and develop the best relationship journey for telecoms customers. Once the improvements to be made have been identified, Atento Digital, the digital business unit of the company, implements the technologies associated with the mapped business needs. Resources such as analytics, semantic technology, bots and VIAs enable high-quality assistance services to be developed at a lower cost.
“Our goal is to maintain sustainable growth, while improving the quality of customer service by focusing on digital transformation and the implementation of automations that contribute to loyalty and the generation of new businesses,” says Mario Camara.
Case Study: Automated Messaging
Investments made result in the success of projects carried out for this sector. One example is the implementation of a system for reversal of service orders for a company client. This enabled the complete automation of the rescheduling of visits through messaging via an application.
It was thus possible to achieve a significant increase in operational productivity, halving service order cancellations, while reducing the overall cost of the operation. “The whole effort represented an improvement in productivity and service quality,” notes Luis Ricardo Ferreira, Director of Atento Brazil Telecoms Business & Trade. According to the executive, what started as a less attractive service became an asset for the client, who extended the practice to other business units.
Luis Ricardo emphasizes that the use of intelligence also plays a role in that transformation. “Through the application of analytics and the implementation of the Atento Omnichannel Solution in the customer relationship system of one of the leading players in the telecommunications industry, we managed to categorize contacts according to each client’s preferences, which increased the productivity of the assistance services by roughly 60%; these were subsequently handled via digital channels, such as email and chat bots,” he specifies. Aside from flexibility in assistance and increased productivity, the resolution time of requests decreased from five to two days, which translated directly into end user satisfaction.
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 worldwide, 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 2016, Atento was named one of the World´s 25 Best Multinational Workplaces by Great Place to Work® for a fourth consecutive year. For more information visit www.atento.com