Driving Scalability and Reducing Costs with Atento: A Case Study with a Leading Tech Digital Company
In the fast-paced world of digital businesses, scalability and cost optimization are key to sustainable growth. Rapid customer base expansion, while a positive indicator of growth, brings with it the challenges of scalability and managing operational costs. Today, we share a case study of our collaboration with a top lead Tech Digital Company and how Atento supported them through significant transitions while ensuring customer experience (CX) standards.
The Client
Our client is a top lead Tech Digital Company that experienced exponential growth within a short span of time. Their customer base expanded from a few thousand to tens of millions in approximately 36 months. With a strong internationalization focus and diversity in their line of business, their culture is driven by CX and diversity.
Challenges and Objectives
The client faced three major challenges over the span of three years:
Scalability: In the first year of operation, they needed to scale up their customer service operations from a few workstations to 18 times more seats.
Contingency: In the following year, the global pandemic necessitated a shift to remote work while maintaining the high standards of CX.
Cost Reduction: They sought to reduce operational costs by migrating a significant portion of services to a low-cost delivery center.
The Atento Solution
Atento was ready to support the client through these transitions.
In the first year, we enabled scalability by gradually increasing the number of workstations as we reached the high standards of CX expected by the client.
In response to the pandemic, we presented Atento@Home, a cloud-based solution that enabled security and maintained the client’s strong CX culture while approximately 1K agents migrated to work from home.
Finally, we facilitated cost reduction by migrating a significant portion of services to a low-cost delivery center.
Results
Over the three years of our relationship, Atento enabled massive workforce movements, facilitated seamless ramp-ups, ensured business continuity, and ultimately achieved a 25% cost reduction.
Conclusion
Atento's strategic approach in supporting our client through significant transitions showcases our commitment to facilitating growth while maintaining high CX standards. We understand that digital businesses require flexible solutions that can adapt to rapid changes while optimizing costs.
If you're facing similar challenges in your business and want to learn how Atento can help you scale operations and optimize costs, schedule a free call with us. We're here to help you navigate the challenges of growth while ensuring exceptional customer experiences.
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