Customer Experience, Service & Success

Atento Receives Customer Value Leadership Award for Brazil

- Atento granted Customer Value Leadership Award (Brazil) for differentiating itself through Next Generation CX services. - Atento remains the largest provider of CX Outsourcing services in Brazil, with 25.9% market share in 2020.
customer service experience

Atento S.A. (NYSE: ATTO, “Atento” or the “Company”), one of the five largest providers of Customer Relationship Management and Business Process Outsourcing (CRM / BPO) services worldwide and a sector leader in Latin America, announced today that it has received Frost & Sullivan’s Customer Value Leadership Award in Brazil’s Customer Experience Outsourcing Services industry.

A global team of analysts at Frost & Sullivan applies a rigorous analytical process to evaluate, across two dimensions, nominees for each best practices award category. Atento distinguished itself for Next Generation services that deliver unique and enhanced customer experiences to a global client base.

In granting the Customer Value Leadership Award, Frost & Sullivan also noted Atento’s highly focused strategy to win customers in the challenging born-digital vertical in Brazil, as well the Company’s ability to consistently attract and develop key brands as clients since 2018. Atento currently has over 15 Born-digital clients in the country. The Company was further praised for hiring call agents with unique skills who can work with greater autonomy to effectively resolve customer queries while adapting to required profiles and language styles associated with each client’s brand. Also cited by the analysts were Atento’s advanced training tools as well as its modern and upgraded call centers.

Juan Manuel Gonzalez, Research Director at Frost & Sullivan, stated, “Atento is currently developing proprietary platforms and solutions that provide very clear competitive advantages, such as Brand Persona and Global Digital Assessment by Atento.”

In the field of Customer Experience, Atento stands out as a market leader in Next Generation CX, as a result of increased investments in advanced technologies, innovation and social responsibility, in addition to the importance it consistently places on the human touch. According to Frost & Sullivan’s latest market research, Atento maintained its leadership position in 2020, with 25.9% market share, which is 16.4 percentage points ahead of the second largest CX provider in Brazil.

Carlos López-Abadía, Chief Executive Officer of Atento, said, “The Brazilian market continues to be a significant source of growth for Atento, so we are proud to have been recognized by Frost & Sullivan for CX best practices in this key market. We continually strive to evolve and provide ever more competitive services for customers who seek to deliver unique customer experiences such as those available through Atento’s Next Generation services.”

In addition to measuring reliability and quality of service in Brazil, the research by Frost & Sullivan, also demonstrates the company’s wider corporate positioning, financial performance, customer acquisition and growth potential.

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