New York, NY, USA, Dec, 2019 -- Atento S.A. (NYSE: ATTO), a provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, announces that Frost & Sullivan, a global consulting company specialized in growth strategies, has identified Atento as the clear leader in the contact center outsourcing services in Latin America according to its annual study, "Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2024".
This annual research, published by Frost & Sullivan every year, identified that the contact center outsourcing services market in Latin America and the Caribbean attained $10.41 billion in revenue in 2018, the year base.
In addition to being the leader at the regional level, Atento is also the market leader in Brazil, Mexico (domestic market), Argentina, Chile, Peru and Central America and the Caribbean (domestic market).
Carlos López-Abadía, Atento´s Chief Executive Officer, commented "Atento's sustained leadership position in the Latin American contact center outsourcing services market reflects our long-lasting client relationships and unique value offering. We are advancing this leadership position by expanding our range of next generation services and solutions and incorporating advanced digital capabilities. As we double down on our digital and innovation agenda, we continue generating competitive advantages for companies and better experiences for consumers."
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Atento is the leader by market share in Latin America, Brazil, Argentina, Peru and Chile according to Frost & Sullivan
Additional key takeaways of the Frost & Sullivan report include:
The customer experience is becoming the primary factor impacting customer loyalty and the key differentiator deciding a business's fate. This is shifting the way by which organizations interact with end-customers, paying less attention to cost-related variables (such as average handling time, or AHT), and focusing more on customer-related metrics (such as Net Promoter Score, or NPS). As a result, companies are increasingly defining incentives to the CCSPs4 based on metrics such as NPS and customer satisfaction.
New digital solutions, the intensive use of emerging technologies and service diversification are leading to a profitable business. Those CCSPs who can build a strong value proposition based on adding value rather than on price competitiveness are escaping from a margin-devouring price war.
Born-digital companies are a hot topic in the CALA CCO market. Most major CCSPs are looking to attain businesses with these fast-growing companies. Many providers are dedicating resources to acquire and manage businesses with born-digital organizations as these companies demand more agile responses from their providers, compared to what traditional clients expect.
Posted by Veronica Silva Cusi, news correspondent
About Atento S.A.:
Atento is one of the largest employers in Brazil, recognized in the country and the world as one of the Best Workplaces by the Great Place to Work Institute. The company has operations in six major Brazilian urban centers Sao Paulo, Rio de Janeiro, Salvador, Belo Horizonte, Porto Alegre, Goiania, and in the cities of Campinas, Sao Bernardo do Campo, Santo Andre, Sao Jose dos Campos, Santos, Ribeirao Preto and Feira de Santana. Additionally, Atento provides in-person services in more than 900 cities throughout the country. Atento is recognized in the CRM BPO sector in Brazil, providing the best customer experience through innovative solutions, its integrated multichannel platform and the investment in new technologies.
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. 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?
Published: Monday, December 23, 2019
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