Transforming the Customer Experience Journey with Atento - A Case Study in the Tourism Sector
In an era where customer experience is paramount, businesses are perpetually in search of innovative solutions that not only meet their objectives but also overcome challenges. The tourism sector, one of the industries hit hardest by the pandemic, is no exception. As tourism activities resume post-pandemic, it's crucial to optimize and improve the customer experience (CX). In this context, we present a case study of our collaboration with a major player in the tourism sector, and how Atento has helped transform their call center operations.
The Client
Our client is a group of companies operating in different tourism segments, including leisure travel, corporate travel, and exchange travel. Considered one of the largest conglomerates in the tourism sector in Latin America, our client has a significant presence in Brazil and Argentina.
Challenges and Objectives
Our client aimed to implement a solution for the transformation of their call center with a focus on creating a CX relationship journey. The objective was to provide an exceptional consumer experience while optimizing financial resources. They needed a call center solution that offered greater resoluteness and was customer experience oriented, thereby raising the level and standard of their operations.
The Atento Solution
To meet these objectives, Atento offered a suite of innovative solutions incorporating elements of Next-Generation Services (NGS) and unique differentiators. The solutions included:
- Digital Voice Process for Quality
- Digital channels (Bots, WhatsApp)
- Digital Media (Instagram, Facebook, YouTube, Twitter, LinkedIn)
- Automation - FDO/RPA
- Analytics WFM, IVR LUI, and CTI/DAC
- Squad Team
Our approach was geared towards aligning with the operations at Atento and focusing on the customer experience journey.
Results
The implementation of the Atento solution led to significant improvements in the key performance indicators. We achieved a 70/30 SLA Voice within 24 hours, a 2-hour SLA Back Office, and a 5% dropout rate.
Conclusion
Atento's innovative solutions have been crucial in transforming the call center operations of our client, focusing on creating a more engaging and efficient customer experience journey. The results speak for themselves, demonstrating the effectiveness of Atento's approach in providing an exceptional consumer experience while optimizing financial resources.
To learn more about how Atento can help you transform your customer service operations, schedule a free call with us. We're here to help you create a customer experience journey that not only meets but exceeds expectations.
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