Based on its recent analysis of the contact centre outsourcing market, Frost & Sullivan recognises Atento with the 2015 European Frost & Sullivan Award for Customer Service Leadership. Atento has made skilful use of HR management to deliver excellent customer experiences in the customer relationship management business process outsourcing (CRM BPO) services markets in Latin America and Europe. By leveraging existing infrastructure and process knowledge, it delivers increasingly complex solutions through multiple channels.
Atento has diversified and expanded its services, increasing their complexity and developing customised end-to-end solutions such as collections, means of payment, face to face / trade marketing, insurance services management, credit management, and other CRM BPO processes. The company believes that its position as an end-to-end provider of CRM BPO solutions is a vital factor in its success.
Customer-focused policies have enabled Atento to build long-lasting relationships with clients. The long tenure of many of its operational managers, most of whom have worked with the company for more than ten years, has allowed Atento to build important operational experience and vertical expertise, while maintaining close relationships with key clients.
“Atento’s focus on customised client solutions indicates how important Atento feels it is to create beneficial partnerships with clients,” said Frost & Sullivan Director Stephen Loynd. “By linking employees’ incentives with clients’ success, Atento is helping add real value in its relationships.”
Atento also has invested heavily in its sales teams and established separate new business acquisition areas. Atento’s telecom clients tend to appreciate these credentials, which, in turn, enrich the customer ownership experience.
“Atento’s reliable and scalable platform is another reason the company is a valued partner to clients” observed Loynd. “It enables multi-channel communication delivery and helps generate valuable data and analytics regarding each interaction with a client’s customer.”
Atento complements its distinct business values with close awareness of regional cultural mores to foster a work environment that aligns client objectives with employee incentives and commitment. Its solutions are delivered through more than 160,000 well-trained, committed customer specialists. The high levels of employee satisfaction play a huge role in enabling Atento to deliver a customer experience that aims to be superior to clients’ in-house operations.
Each year, Frost & Sullivan presents this award to a company that has demonstrated outstanding timeliness and quality is offering a service. The award acknowledges the attractive cost of service and the impact of the offering on customer value.
Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
Atento (atento.com) is the largest provider of customer relationship management and business process outsourcing (CRM BPO) services in Latin America, and among the top three providers globally, based on revenues. Atento is also a leading provider for U.S.-based companies nearshoring CRM/BPO services to Latin America. Since 1999, the Company has developed its business model in 14 countries where it employs more than 160,000 people. Atento has over 400 clients to whom it offers a wide range of CRM BPO services across multiple channels. Atento's clients are mostly leading multinational corporations in sectors such as telecommunications, banking and financial services, media and technology, health, retail and public administrations, among others. Atento's shares trade under the symbol ATTO on the New York Stock Exchange (NYSE).
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