-- Atento Mexico's deep understanding of its clients' business needs and specialization in different verticals, plays a significant role in its development of tailor-made solutions
SAN ANTONIO, May 6, 2014 /PRNewswire/ -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Atento Mexico (Atento) with the 2013 Mexican Frost & Sullivan Market Leadership Award for excellence in capturing the highest market share within its industry. Atento is one of the largest contact center service providers in the world. In Mexico, specifically, Atento has more than 20,000 employees and 9,000 workstations. The company achieved a year-on-year growth rate of 7.6 percent over 2012 achieving a market share of 15.8 percent in 2013.
The company has achieved high recognition in the area of customers experience solutions while enhancing client satisfaction and loyalty. Some of the recognized solutions are the Atento Credit Generation and the Lines Activation programs. The former is an end-to-end service that handles the complete credit request process, starting when the client requests a line of credit or credit card and ending when an SMS is sent to him/her to notify if his/her request has been approved or not. The latter is mostly directed at companies seeking to drastically reduce new cellular phone users' delivery and activation time. Through the Lines Activation solution, Atento has been able to reduce the activation time from seven days to only 30 minutes in Mexico. Other benefits include the availability of online reports, 20 percent savings on human resources, and productivity increase.
Notably, Atento's sales services (both inbound and outbound) currently use business intelligence tools such as best time to call and dialing features, which are vital for an efficient cost-containment strategy. Besides, the available intelligent document management solution allows companies to be more productive and respond faster to clients. The company has also created a new division centered on improving workforce management capabilities to help clients within various vertical markets to improve their current staffing, sales and cost efficiency.
"Atento has focused on improving the quality of customer experience by making use of the market momentum in which each of its clients competes," said Juan Manuel Gonzalez, Frost & Sullivan Industry Manager. "In this sense, the company has been developing solutions that aim to deliver enhanced value through an extended offering, which complements products and solutions previously available to them."
In order to offer a differentiated customer service, Atento uses the Service-to-Sales solution to optimize waiting times and call resolution. It achieves an increase in sales and customer experience by enhancing operational capacity, sales and customer experience; reducing waiting time and operational processes; and accelerating care.
Atento's multi-channel strategy facilitates the management of all customer interactions from a single platform, thereby centralizing the available contact channels and providing a consistent service experience and greater resoluteness. One of the highlights of this enhanced customer care strategy is its video platform, called Attention Interactive Kiosks, which helps multiply the number of point of sales within shopping malls or branches. It has proved to be a very reliable tool for companies looking to provide remote customer services using virtualized environments.
Evidently, Atento is constantly looking to create a strong base of loyal clients and satisfied customers through superior customer experience. From an end-user perspective, it guarantees access to companies, anytime and anywhere, through a proprietary multi-platform tool called SUMMER that helps deliver a consistent and coherent customer experience through any contact medium. It also employs the Virtual Personal Attention, an innovative video-channel assistance tool that allows the resolution of questions and concerns at the time of the interaction. Another key milestone is the migration of Atento's quality assurance model to a comprehensive process. The company also demonstrates enhanced integration of front and back office processes to further improve its business models.
A key aspect of Atento´s growth strategy to deliver improved quality of customer experience is to have motivated and enthusiastic employees. Atento has been distinguished as a Great Place to Work (GPTW) in Mexico in the category of over 5,000 employees and enjoys a privileged position in the industry, having ranked among the top 25 best companies to work worldwide.
"Overall, Atento has achieved remarkable success by developing a keen understanding of market needs and increased vertical portfolio specialization," noted Juan Manuel Gonzalez.. "By leveraging its rich expertise in the areas of telecom, banking and insurance, it is ideally positioned to offer an effective range of business alternatives for new strategic customers and major brands."
Frost & Sullivan Best Practices awards recognize 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 a world leader in customer experience solutions through services of Customer Relationship Management and Business Process Outsourcing. Our technology and infrastructure give us the strength to provide world class Customer Care through differential solutions: Interactive Kiosk, Multichannel and Intelligent Document Management.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.
Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
- The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
- The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.
For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
P: 54.11.4777 1550
F: 54.11.4777 0071
SOURCE Frost & Sullivan