MADRID, Oct. 16, 2019 /PRNewswire/ -- Atento S. A. (NYSE:
ATTO), the leading company of customer relationship management and
business process outsourcing services (CRM/BPO) in Latin America, and one of the top five
providers worldwide, has developed an automation solution to
improve RENFE's customer experience, enabling over 1.8 million of
the Spanish railway operator's inquiries to be resolved through
self-service. This accounts for 12% of RENFE's current customer
service calls and it is expected to reach 15% at the end of the
year.
Atento has been providing customer experience solutions to RENFE
since 2017 and has recently extended its contract until 2022.
Atento's operations for RENFE include more than 300 contact center
agents providing information services, ticket sales by phone,
Atendo services, Adif infrastructure information, and direct sales
management. To provide this service, Atento is working also with
the Special Employment Center of its subsidiary Atento Impulsa,
which has assigned 65 agents to the service.
Self-sevice solution developed by Atento
With the
objective to position RENFE as the leading service of the Spanish
Public Administration in terms of quality and efficiency of
customer experience, Atento has developed a self-service automation
system that eliminates traditional options menus and implements an
advanced call routing solution based on an open question to which
the user can respond completely naturally. The implementation of
the automatic speech recognition application (ASR) and natural
language understanding technology (NLU) allows the call to be
automatically routed in 94% of cases. To resolve the remaining 6%
of calls, a virtual agent function is activated in which a virtual
operator assists the system in routing; the user is unaware, and
the operator helps train and improve the effectiveness of the
automatic system.
The automated customer service telephone platform developed by
Atento can manage 180 calls simultaneously, allowing it to process
10,000 calls per hour. In addition, the new model carries many
other benefits, both for the service agents, who can dedicate their
time to higher-value tasks, as for the customers themselves, who
see their calls answered immediately at any time of day. This
translates into shorter waiting times and overall duration of the
interaction, creating an improved customer experience.
About Atento
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 globally, 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 2019, Atento
has been named one of the World´s 25 Best Multinational Workplaces
and one of the Best Multinationals to Work for in Latin America by Great Place to Work®. For
more information visit www.atento.com
Media relations
Maite
Cordero
+ 34 91 740 74 47
atento.media@atento.com
Investor relations
Shay Chor
+55 11 3293 5926
shay.chor@atento.com
Fernando Schneider
+55 11 3779 8119
fernando.schneider@atento.com
View original content to download
multimedia:http://www.prnewswire.com/news-releases/atento-develops-the-self-service-customer-solution-for-spanish-railway-operator-renfe-300939523.html
SOURCE Atento S.A.