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.
