Government & Utilities
Keep customers at the center of your service agenda
Government institutions and utility companies are starting to understand the value of behavioral analytics in the delivery of successful service experiences to citizens and customers. For both sectors, loyalty might not be a key issue but driving a people-centric operation can make a significant difference in profitability and sustainability.
Atento’s Next Generation Capabilities can help accelerate your company’s or operation’s CX services implementation. Bringing a consultative approach, we evaluate and optimize your digital strategy, adding data-driven and secure solutions that empower automation, self-service, and overall customer satisfaction.
What we offer:
Next Generation Services
Our training and delivery strategy is formulated to develop efficient CX experts, able to deliver precise, empathic, and expedited service. By implementing industry leading LMS modules and gamification programs, we ensure that agents are updated on the latest and most relevant information about your organization and current regulatory guidelines.
By implementing omnichannel as part of your CX strategy, you can achieve profitable optimizations and improve revenue and customer satisfaction. Our CX consulting team can help introduce analytics and technology in your daily cadence to promote agility and continuous improvement.
Implementing Artificial Intelligence and automation in your operation can help mitigate fraud, backlogs, and human error. Given the volume of customer or citizen documentation handled by service companies, the implementation of RPA for document processing and approval can bring short and long-term benefits. We can help accelerate your organization’s digital transformation roadmap by introducing these technologies and ensuring a seamless transition from legacy systems to modern cloud platforms
How we can help:
Billing & payments
B2B2C product & services
Discover our success stories
Positioning the Customer Care Touchpoint
An important financial group in Mexico wanted to be considered a leading company on par with technological trends. The bank sought a solution that would suit its needs and those of their customers and hired Atento as a strategic partner. The challenge consisted in creating "Interactive Kiosk Care". It was to offer users a personalized service through a web camera with the ability to perform several procedures in a single contact.
However, providing care through new technological channels was not the only challenge. As a new interaction channel, it required a new way of providing care. Additionally, the kiosk was designed to attract middle age and elderly customers who initially refused the use of technology and who represented 90% of bank users.