Atento Comes up With Fresh Strategies to Lead CRM Space With Better Customer Experience

By STS News Desk On Nov 20, 2019

Atento to Lead the Next Generation of Customer Experience Services

Comes up with a three-year plan.
Will work on Next Generation Services Portfolio.
Will expand its presence in the US.

Atento S.A., a leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, held yesterday in New York City an Investor Day. During the event, entitled Leading Next Generation CX, Atento’s senior management team presented a three-year strategic plan to be at the forefront of transforming the customer experience market and showcased how the Company is helping clients succeed in making the digital transformation in CX and BPO to create distinct competitive advantages.

Carlos López-Abadía, Atento’s Chief Executive Officer, said “At Atento, we are leading the next generation of customer experience services by combining the power of technology and the human touch. We are doing this and advancing our market leadership position by executing well against the strategic priorities of our Three Horizon Plan. The operational improvements we have been implementing, in addition to forming a new leadership team, are establishing a stronger footing to accelerate the development and expansion of innovative digital solutions that significantly enhance Atento’s growing portfolio of high-value voice, integrated multichannel and back office services. At the same time, we have also been leveraging Atento’s strong brand and reputation to attract more born-digital clients, as well as other high-growth companies, to establish a stronger and more profitable growth trajectory.”

During the Investor Day, Atento’s senior management team presented the key strategic initiatives that comprise the Company’s three-year strategic plan:

Implement Operational Improvements: a range of initiatives to accelerate the transformation of Atento’s core operations, from driving sales and operational excellence to optimizing indirect costs.
Accelerate Build-out of Next Generation Services Portfolio and Digital Capabilities: a set of strategic initiatives to accelerate the development and expansion of Atento’s value offering, with a focus on three next generation services lines (high value voice, integrated multichannel and automated back office) and four next generation capabilities (AI/Cognitive, Analytics, Automation/RPA and CX consulting), combined with the implementation of new methodologies for product development and go-to-market processes.
Pursue New Growth Avenues: build upon stronger foundations to unlock and drive new growth by accelerating the Company’s penetration of higher-growth and higher-margin verticals and by expanding in the US market.

As part of Atento’s three-year strategic plan, and to help drive the plan’s execution and remain among the world’s best places to work, Atento is advancing the digital transformation of its human resources operations, including the reskilling of some traditional call center agents as programmers.

Atento remains the clear leader in customer management services in Latin America, with a 16.7% market share in the region, 7.2 p.p. more than the next-largest player¹. With operations in 13 countries, 101 customer relationship centers, more than 90,000 workstations and more than 150,000 employees, the Company is the only scale player in Latin America and is among the top leaders worldwide. Key contributors to Atento’s sustained leadership position are a unique value offering, long-lasting client relationships, best-in-class talent and an unrivaled commitment to innovation.

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 administration, among others.