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Atento telefonica guatemala update#
This is used to distinguish users and to limit the percentage of requests.Ĭookie used by Google Analytics to store and update a unique value for each page visited.Ĭookies associated with HotJar web analytics services and functions, which uniquely identify a visitor during a specific browsing session and indicate that it is part of a sample of visitors. Used by Google Analytics to distinguish unique users by assigning a number generated randomly as a client identifier, making it possible to calculate visits and sessions.
The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Advertising Customization Cookies". The cookie is used to store the user consent for the cookies in the category "Analytical Cookies". In addition to certain standard Google cookies, reCAPTCHA sets a necessary cookie (_GRECAPTCHA) when executed for the purpose of providing its risk analysis. These are responsible for technical aspects such as identifying records and managing tool preferences in the use, interaction and location of to the content. Incentive plans for the work team based on a consistent and reliable guideline established in accordance with promised quality standards.Ĭookies strictly necessary to provide a service or the content requested by the user.Assessment of the individual performance of each call center agent and compliance with fixed operational standards and procedures via quality monitoring processes.Specific training orientated toward detecting weak areas in the customer relations process to ensure the monitoring and improvement of both the service itself and end user satisfaction levels.Detailed analysis of the factors, which adversely affect customer satisfaction, with the aim of swiftly responding to potential client loss situations and turning these into sales and customer loyalty opportunities.
Atento telefonica guatemala series#
The plan was based on initially identifying a series of optimum performance targets. To achieve the goal of differentiating Telefonica from the competition, Atento developed its innovative Quality Plan.However, high fees charged for telecom services, as compared to other countries such as Ireland, are considered an obstacle for the sector’s development.
Industry experts estimate that the expected liberalization of Morocco’s telecom sector will accelerate the development of call-centers. In the future the company hopes European clients will operate from its Moroccan centers, attracted by the country’s comparative advantage of lower labor cost. This operation presently requires around two-thirds of the center’s service capacity. The Casablanca center is managing customer services for the Morocco’s second GSM operator, Meditel. Atento Maroc pays operators an average monthly salary of 3000 Moroccan dirhams, equivalent to approximately $320. The Casablanca center receives an average of 50,000 calls a day, employing more than 450, mainly female, operators around the clock. The call centers are powered by Avaya, the former enterprise networks group to be spun off from Lucent Technologies. The first center was opened in Casablanca earlier this year, and a third center is expected to open in Tetouan by 2001.Ītento Holding is an application service provider company (ASP), specializing in e-CRM services (customer relations management), operating in Brazil, Argentina, Chile, Peru, Guatemala, El Salvador, Puerto Rico, Colombia, Morocco and Spain. The Miami-based Atento, a subsidiary of Spain's Telefonica, is to open an $8 million internet-based call center in Tangier in November, servicing Morocco's northern provinces.
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