Atento has developed a customisable suite of CRM BPO solutions across multiple channels by leveraging its deep understanding of customer requirements
LONDON, June 2, 2016 /PRNewswire/ -- Based on its recent analysis of the European customer service market, Frost & Sullivan recognises Atento for optimally managing human resources, infrastructure and processes to offer an excellent customer experience to companies in Europe and Latin America. To do so, the company relies on its deep understanding of its clients' business processes and the increased sophistication of its suite of customer experience solutions delivered via multiple channels.
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Atento has successfully diversified and expanded its value proposition to include end-to-end customer experience solutions such as collections, means of payment management, insurance services management, credit management, collections management, sales or back office, among others, which has been a key factor to the company's 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 10 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 the importance it attaches to creating 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 has also invested heavily in its sales teams and established new separate business acquisition areas. Its 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.
"The key to the long-term success of any company is its ability to continuously nurture and enhance the value of its products and services to customers," concluded Krishna Srinivasan, global president and managing partner of Frost & Sullivan. "As such, Frost & Sullivan is excited to recognise Atento for its industry-leading focus on improving customer experience in the CRM BPO services markets."
Each year, Frost & Sullivan presents this award to a company that has demonstrated outstanding timeliness and quality in 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 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). In 2015, Atento was named one of the World´s 25 Best Multinational Workplaces by Great Place to Work® for third consecutive year. For more information visit www.atento.com
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SOURCE Frost & Sullivan