ATENTO S.A.

ATENTO S.A. Overview

Company Headquarters: Luxembourg

Founded: 1999

Workforce: 153,038

Company Working: Atento S.A is the global provider of business process outsourcing (BPO) and customer relationship management (CRM) provider. The company was formed as part of Atalaya Luxco Topco S.C.A. (Topco). The company designs customized solutions to solve specific business needs. The company offers varied business solutions namely sales, customer care, technical support, collections, and back-office services. Sales solutions cover lead generation and process automation. The company creates strategies that help in boosting sales and increasing the overall operational efficiency for enterprises. Customer care/support solution includes managing active calls and managing claims and enquires for products and services. Technical support includes managing the entire customer relationship journey. Collection solutions include the use of comprehensive collection platform that involves analytics, AI, predictive dialers, a multichannel platform, and a negotiation portal that helps in achieving a higher conversion rate and better results at low cost. Back office solutions include integration of business process, document capture, issuance and formalization of contracts, across client life cycle. The company has over 400 clients globally. At the end of the year 2018, the company had 100 customer relationship centers and around 92,271 workstations in over 13 countries.

Strategy

The company’s strategy is to continuously innovate and improve its services in order to strengthen its client base. For the same, the company has been focusing on capital expenditure as well as research & developments. Capital expenditure largely includes construction and initial fit-out of service delivery center, improvement, and refurbishment of leased facilities for various service delivery center and acquisition of various property, plant, and equipment. As a part of research and development, the company has been investing in various technologies like robotic process automation (RPA), machine learning and NLP and the implementation of new service channels. All these investments are helping the company to strengthen its position in the overall outbound telemarketing market.

Company Snapshot

$922M

Revenue

153,038

Employees

1999

Founded

Luxembourg

Headquarters

SWOT Analysis

Strengths

Strong presence in the South American Market
Strong focus on employee training and development

Weaknesses

High dependency on few countries (such as Brazil) for revenue

Opportunities

Opportunity in other emerging economies like APAC

Threats

Competition from CRM, BPO companies
Dynamic economic environment in developing countries

Key Developments

Date	Approach	Development
July 2019	Expansion	The company opened its new customer relationship center in Madrid, Spain. The new center will offer customer care, back-office, and sales to the clients in insurance, telecommunication, and utilities
June 2019	Product Enhancement	The company set up an efficiency and transformation center (ETC) in Spain strengthening its customer automation offering. Under the project, the company trained 50 customer relationship agents on RPA technologies.

Product Offering

ATENTO S.A.
- Outbound Telemarketing Solution

Financial Performance

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