the first management center for CX agents working from home

NEW YORK, May 26, 2021 / PRNewswire / – Atento SA (NYSE: ATTO), one of the top five providers of customer relationship and business process outsourcing (CRM / BPO) services in the world by revenue business, and leader in Latin America, announces the launch of its Virtual Hub, the first command center aimed at optimizing operations in telework models. In the first step and using cutting-edge technology, the hub will enable the management of more than eighty thousand Work-at-Home Agents (WAHAs) supporting businesses across multiple industries.

The Virtual Hub was designed to meet new customer demands as a complementary solution for the [email protected] Solution. This remote working model has enabled Atento to shift more than half of its workforce to telecommuting during the pandemic, ensuring business continuity in a flexible and agile manner. As a result, the remote model increased productivity to 75.3%, up 1.3 percentage points from January 2020, at the same time increasing the level of employee satisfaction.

“Atento Virtual Hub is another step we are taking in the transformation of CX. Our clients will now have a single, centralized point where they can manage all operations remotely from the team as a whole, from recruiting to agent training. to the development of the campaign, all under strict security protocols managed in an agile way with a global approach ”, said Carlos López-Abadía, CEO of Atento.

The solution, based on cloud technology, offers great flexibility, is not limited to a specific location and can be adapted to the operational needs of the customer in a minimum of time. In addition, any company, regardless of its sector, can have a hub directly connected with offices around the world, thus achieving global operational management.

Agent recruitment and hiring processes, for example, will be fully coordinated online from the virtual hub location using state-of-the-art technology and real-time operational management that includes supervision, tracking and the creation of reports for the various campaigns.

Safety first
Cyber ​​security has become a high priority for businesses, and even more critical with the remote working model, as data breaches due to cyber attacks can cause significant damage to businesses. This is one of the biggest concerns of corporate security officials, who see external attacks, malware, and accidental email information leaks as the top vulnerabilities to be hardened in any organization.

With this in mind, Atento’s virtual hub will have biometric recognition, two-factor authentication, secure connection via VPN, information security controls, among other protocols, to ensure data protection. . In addition to virtual security, the hub will offer high levels and physical security protocols such as facial recognition for entry and operational alarm screens.

Atento’s Virtual Hub was launched as a face-to-face and virtual corporate event, attended by managers and customers from several countries. In this case, the Company revealed that Mexico was chosen as the first country to offer this new management model.

About Atento
Atento is one of the world’s top five providers of customer relationship management and business process outsourcing (CRM / BPO) services and a leader in Latin America. Atento is also a leading provider of NEARshoring CRM / BPO services for companies operating in United States. Since 1999, the company has developed its economic model in 13 countries and is present in Spain and a workforce of 150,000 employees. Atento has more than 400 clients to whom it provides a wide range of CRM / BPO services through multiple channels. Its clients are leading multinational companies in sectors such as technology, new digital companies, telecommunications, finance, healthcare, consumer and public administration, among others. Atento shares trade under the symbol ATTO on the New York Stock Exchange. In 2019, Atento was recognized by Great Place to Work® as one of the 25 Best Multinationals to Work in the World and as one of the 25 Best Multinationals to Work for. Latin America. For more information

Forward-looking statements
This press release contains forward-looking statements. Forward-looking statements can be identified by the use of words such as “may”, “should”, “expects”, “plans”, “plans”, “believes”, “estimates”, “predicts”, ” intends ”,“ continue ”or similar terminology. These statements only reflect Atento’s current expectations and are not guarantees of future performance or results. These statements are subject to risks and uncertainties which could cause actual results to differ materially from those contained in forward-looking statements. In particular, the COVID-19 pandemic and the extraordinary measures taken by governments to limit the spread of the virus are disrupting Atento’s global economy and industry, and therefore adversely affect the business, results of operations and the Company’s cash flow and, as conditions are recent, uncertain and rapidly changing, it is difficult to predict the full extent of the impact the pandemic will have. Risks and uncertainties include, but are not limited to, competition in Atento’s highly competitive industries; increases in the cost of voice and data services or significant interruptions to these services; Atento’s ability to keep pace with its customers’ needs for rapid technological change and system availability; the continued deployment and adoption of emerging technologies; loss, financial hardship or bankruptcy of key customers; the effects of global economic trends on the activities of Atento customers; the non-exclusive nature of Atento’s customer contracts and the absence of revenue commitments; breaches of the security and confidentiality of the systems Atento uses to protect personal data; the cost of current and future litigation; the cost of defending Atento against intellectual property infringement claims; extensive regulations affecting many of Atento’s activities; Atento’s ability to protect its proprietary information or technologies; interruptions in service to Atento’s data centers and operations; Atento’s ability to retain key personnel and attract a sufficient number of qualified employees; increases in labor costs and turnover rates; political, economic and other conditions in the countries where Atento operates; changes in exchange rates; the ability of Atento to complete future acquisitions and to integrate or achieve the objectives of its recent and future acquisitions; future impairments of our substantial goodwill, intangible assets or other long-lived assets; and Atento’s ability to collect trade receivables on behalf of its customers. In addition, Atento is subject to risks linked to its level of indebtedness. These risks include Atento’s ability to generate sufficient liquidity to service its debt and finance its other liquidity needs; the ability of Atento to comply with the covenants contained in its debt instruments; the ability to secure additional funding; the appearance of significant additional indebtedness by Atento and its subsidiaries; and the ability of Atento’s lenders to honor their loan commitments. Atento is also subject to other risk factors described in documents filed by the Company with the United States Securities and Exchange Commission. These forward-looking statements speak only as of the date on which the statements were made. Atento assumes no obligation to publicly update or revise forward-looking statements, whether as a result of new information, future events or otherwise.


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