Boosting Customer Satisfaction with Atento: A Case Study in the Telecommunications Sector
In the telecommunications sector, customer satisfaction is a key differentiator. Given the competitive landscape and the high expectations of customers, it's crucial to not only meet but exceed customer expectations consistently. Today, we present a case study of our collaboration with a leading telecommunications company, detailing how Atento helped maintain a high level of customer satisfaction and improved business indicators.
The Client
Our client is a Spanish multinational telecommunications company and one of the largest telephone operators and mobile network providers globally. They offer fixed and mobile telephony, broadband, and subscription television, operating in Europe, the Americas, Latin America, the United Kingdom, and Germany. The client's profile includes product billing of over R$ 50K (BRL) monthly.
Challenges and Objectives
The client's primary objectives were to maintain a high level of customer satisfaction in support operations for Government and Corporate sectors and apply a 360-degree vision of the entire customer relationship chain for a complete and fully integrated support. They also aimed to apply methodologies and processes to gain productivity and a high resolution rate.
The Atento Solution
To meet these objectives, Atento implemented a continuous training path focused on improving business indicators. An incentive plan was established for the least quartile (Q1 and Q2), and the call delivery was prioritized by KPI quartile.
Atento used a range of tools to enhance customer experience and satisfaction, including:
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Results
The implementation of Atento's solutions led to the achievement of all operational objectives while maintaining high monthly Net Promoter Score (NPS) levels. The client achieved a 95% NPS and 80% process resolution. Additionally, the use of analytics promoted high resoluteness and improved access to information and big data.
Conclusion
Atento's commitment to customer satisfaction and continuous improvement is evident in our collaboration with the client. By focusing on improving business indicators and applying a 360-degree view of the customer relationship chain, we were able to maintain a high level of customer satisfaction and improve productivity.
If you're facing similar challenges in your business and want to learn how Atento can help you enhance customer satisfaction and improve business indicators, schedule a free call with us. We're here to help you exceed customer expectations and boost your business performance.
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