Achieve more rewarding connections with your customers
The Telecommunications industry has seen a change in thinking regarding consumer loyalty drivers and NPS (Net Promoter Score). It is no longer enough to offer competitive pricing for service packages or promote efficient features (e.g., internet speed, area coverage, etc.) to build and maintain customer engagement. 82% of telecom consumers will consider service provider alternatives if they experience a poor customer journey. And 27% of them would abandon the purchasing process entirely*. (*US Telecom Report).
To fulfill customers’ expectations, Telcos have to offer unified and consistent experiences that bring value to customers reducing friction at every stage of their journey. Delivering personalized omnichannel experiences, powered by automation and knowledgeable agents is key for Telcos to build and maintain a satisfied customer base.
What we offer:
Next Generation Services
Speech and predictive analytics provide our CX teams with actionable insights to drive valuable conversations with customers. A higher understanding of customers helps design innovative products, provide timely offers, and improve service overall, increasing revenue through upselling and cross-selling products and services.
Atento’s omnichannel platform is supported by CX experts that apply a consultative approach to the customers journey. We leverage customer data to identify opportunities and improve touchpoints by implementing automation, and reinforcing the human touch when necessary.
Our solution automates repetitive tasks such as invoicing, monitoring, data transferring, security, and reporting; allowing agents’ time to have more meaningful engagements. Using RPA, we measure operation outcomes, improve employee productivity, lower new service development costs, and enhance the customers experience.
How we can help:
Voice mail setup
Bills & payments
Live shopping assistance
Devices & phones purchase
B2B Customer support
Network & hotspots
Technical assistance management (field)
Legal contract support