News : Atento Contact Center of the Year in Brazil
Sao Paulo, Brazil, June 2, 2016 -- Atento S.A. (NYSE: ATTO), a provider of customer relationship management and business process outsourcing services (CRM BPO) in Latin America, has been recognized as the "Contact Center of the Year – Major Operations", during the 17th edition of the Consumidor Moderno Awards for Excellence in Customer Service. The award is granted with the participation of Centro de Inteligência Padrão (CIP), in partnership with SAX – Customer Experience providers, a customer experience research company in Brazil.
The Consumidor Moderno Awards offer a realistic picture of the participating organizations and play a decisive role in the development of customer-company relations in the country, promoting best practices for engaging with consumers. In order to identify the companies that aim for excellence within their customer service as a source of competitive advantage, the process evaluates the companies' main contact channels with consumers and analyzes the relationships established through them.
Alejandro Reynal, CEO of Atento said, "It is with great satisfaction that we receive this recognition in Brazil, a very demanding market where companies are committed to providing an excellent customer experience as a source of competitive advantage. This award is a true reflection of the leadership position that our company holds in the Brazilian CRM BPO sector, the largest in Latin America by volume and one of the most sophisticated in terms of customer experience solutions."
To secure its position as Call Center of the Year, Atento was the company within its sector that had the largest number of clients whose contact centers gained the best evaluations. According to Mario Camara, General Director of Atento Brazil, "This achievement is more than a recognition and reinforces the commitment of Atento to be each day more agile and dynamic company, as well as enhances the quality of the services we offer to companies operating in an increasingly digital environment. "
A seven months research is carried out to grant this award, including a thorough analysis of the contact centers and of the companies' strategies for ensuring customer experience excellence. The award´s methodology involves both a qualitative and quantitative approach. The evaluation process is carried out in two stages: Evaluation of the Customer Service Structure – by means of an online questionnaire involving detailed information on the company's performance – and a Mystery Client Evaluation, when a number of people, under the coordination of SAX, contact the companies through the available channels and test out the information and service provided by the companies.
Posted by Veronica Silva Cusi, news correspondent
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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.
Published: Monday, June 6, 2016