SÃO PAULO, Dec. 13, 2019
/PRNewswire/ -- 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, won
the 2019 Banking Report Award in the Customer Experience category
in Brazil, with a case developed
in partnership with Stelo, Cielo's payment solutions company.
Dimitrius de Oliveira, Atento
Brazil Regional Director, said, "Achieving this award in the
Customer Experience category reinforces our leadership position as
providers of customer experience and recognizes our constant
investment in people, processes and technology to offer the best
customer experience solutions for the banking and financial
services industry."
Atento developed a comprehensive integrated multichannel
solution for Stelo, including among others Intelligent Virtual
Assistants (IVAs) for digital channels and an Interactive Voice Response (IVR) system.
"This allows us to deliver and efficient and effective
communication, regardless of the customer's access channel. We also
achieved a better service and process management, increased
customer loyalty and integration with social media," adds Mr.
Oliveira.
The integrated multichannel solution encompassed all of Stelo's
service channels: voice, site-integrated chat, whatsapp, social
media and Reclame Aqui, for customer care, technical support
and back office services. With this solution all employees can
access the customer's complete history.
The solution also includes SMS delivery to customers to follow
up on their calls or other services offered by Stelo. The chat
channel was enhanced with a bot service, evolving the IVA. With it,
the customer can access explanatory videos, with basic step-by-step
service instructions. The new strategy is already achieving a 50%
customer retention rate. A new service IVR was also developed to
enhance operations efficiency, reducing the volume of calls
directed to humans, without losing the essence of Stelo's service.
Performance of the IVR is currently 40.5% retention.
In addition, Atento put together a dedicated analysis and
monitoring team focused on looking for improvement opportunities
and proposing new solutions to optimize and facilitate end-customer
service, including retention. Through each of the initiatives
proposed in the five-month project, including system integration,
it was possible to improve the processes and service times,
ensuring solutions to all customer problems and increasing their
satisfaction.
The Banking Report Award is the most important recognition in
the finance sector in Brazil,
recognizing the industry's top contributions and best practices for
15 years. Cases are evaluated by experts and influencers who select
the winners in each category. The leading banks and financial
personalities nominated by the market also receive awards. The
awards are promoted by Cantarino Brasileiro, a company specializing
in communication and relationship marketing for the finance
sector.
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
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SOURCE Atento S.A.