NEW YORK, Dec. 20, 2019 /PRNewswire/ -- Atento S.A.
(NYSE: ATTO), the leading provider of customer relationship
management and business process outsourcing services (CRM/BPO) in
Latin America, and one of the five
top providers worldwide, announces that Frost & Sullivan,
the global consulting company specialized in growth strategies, has
identified Atento as the clear leader in the contact center
outsourcing services in Latin
America according to its annual study, "Analysis of the
Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2024".
This annual research, published by Frost & Sullivan every
year, identified that the contact center outsourcing services
market in Latin America and the
Caribbean attained $10.41 billion in revenue in 2018, the year
base.
In addition to being the
leader at the regional level, Atento is also the market leader in
Brazil, Mexico (domestic market), Argentina, Chile, Peru
and Central America and the
Caribbean (domestic market). When
considering just the Latin American domestic demand, Atento
leadership is even more solid, reaching 23.9% share of the market.
In Brazil, the largest market in
the region, which accounts for more than 33% of the revenues in the
continent, Atento´s share reached 28.1% of the total market in
2018, 16.4p.p. above its closest competitor.
Carlos López-Abadía, Atento´s Chief Executive Officer, commented
"Atento's sustained leadership position in the Latin American
contact center outsourcing services market reflects our
long-lasting client relationships and unique value offering. We are
advancing this leadership position by expanding our range of next
generation services and solutions and incorporating advanced
digital capabilities. As we double down on our digital and
innovation agenda, we continue generating competitive advantages
for companies and better experiences for consumers."
Atento is the
leader by market share in Latin America, Brazil, Argentina,
Peru and Chile according to Frost &
Sullivan1
|
|
Latin
America
|
Latin America-
Aggregated
Domestic
Demand2
|
Latin
America-
Shore3
|
Brazil
|
Mexico
|
Argentina
|
Peru
|
Chile
|
CaCar
|
16.7%
|
23.9%
|
16.2%
|
28.1%
|
12.5%
[19.9%]2
(#1)
|
21.5%
|
27.9%
|
29.1%
|
3,6%
|
(#1)
|
(#1)
|
(#1)
|
(#1)
|
(#1)
|
(#1)
|
(#1)
|
[25,3%]2
(#1)
|
1 Market share figures as stated in
the "Analysis of the Contact Center Outsourcing Services Market in
Latin America and the Caribbean, Forecast to 2024" annual study by
Frost & Sullivan. The base year is 2018 and the forecast period
is from 2019 to 2024
2 The Latin America- Aggregated
Domestic Demand (domestic market and the Latin America-Shore
segment) revenues accounted for $7.14
billion or 68.6% of the total market in 2018. Atento's Latin
America-Domestic business market share figures are not part of
Frost & Sullivan analysis and they have been calculated
according to our company estimations. According to these
estimations, Atento's share of the domestic business market in
Latin America was 23.9% in 2018,
while in Mexico Atento's share in
the domestic market reached 19,9% in the same year and in CaCar was
25.3%.
3 Latin America-Shore business market
share refers to revenue generated by serving Latin American
consumers from delivery centers located in a different Latin
American country, e.g., service provider "X" serving Argentinean
consumers from its delivery site in Peru
Additional key takeaways of the Frost & Sullivan report
include:
- The customer experience is becoming the primary factor
impacting customer loyalty and the key differentiator deciding a
business's fate. This is shifting the way by which organizations
interact with end-customers, paying less attention to cost-related
variables (such as average handling time, or AHT), and focusing
more on customer-related metrics (such as Net Promoter Score, or
NPS). As a result, companies are increasingly defining incentives
to the CCSPs4 based on
metrics such as NPS and customer satisfaction.
- New digital solutions, the intensive use of emerging
technologies and service diversification are leading to a
profitable business. Those CCSPs who can build a strong value
proposition based on adding value rather than on price
competitiveness are escaping from a margin-devouring price
war.
- Born-digital companies are a hot topic in the CALA CCO market.
Most major CCSPs are looking to attain businesses with these
fast-growing companies. Many providers are dedicating resources to
acquire and manage businesses with born-digital organizations as
these companies demand more agile responses from their providers,
compared to what traditional clients
expect.
4 CCSPs: Contact center services
providers.
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," "anticipates," "believes," "estimates," "predicts,"
"intends," "continue" or similar terminology. These statements,
including as relates to the timing and payment of any dividends,
reflect only Atento's current expectations and are not guarantees
of future performance or results. These statements are subject to
risks and uncertainties that could cause actual results to differ
materially from those contained in the forward-looking statements.
These 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 in
these services; Atento's ability to keep pace with its clients'
needs for rapid technological change and systems availability; the
continued deployment and adoption of emerging technologies; the
loss, financial difficulties or bankruptcy of any key clients; the
effects of global economic trends on the businesses of Atento's
clients; the non-exclusive nature of Atento's client contracts and
the absence of revenue commitments; security and privacy breaches
of the systems Atento uses to protect personal data; the cost of
pending and future litigation; the cost of defending Atento against
intellectual property infringement claims; extensive regulation
affecting many of Atento's businesses; Atento's ability to protect
its proprietary information or technology; service interruptions to
Atento's data and operation centers; Atento's ability to retain key
personnel and attract a sufficient number of qualified employees;
increases in labor costs and turnover rates; the political,
economic and other conditions in the countries where Atento
operates; changes in foreign exchange rates; Atento's ability to
complete future acquisitions and 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 recover consumer
receivables on behalf of its clients. In addition, Atento is
subject to risks related to its level of indebtedness. Such risks
include Atento's ability to generate sufficient cash to service its
indebtedness and fund its other liquidity needs; Atento's ability
to comply with covenants contained in its debt instruments; the
ability to obtain additional financing; the incurrence of
significant additional indebtedness by Atento and its subsidiaries;
and the ability of Atento's lenders to fulfill their lending
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 undertakes no obligation to
update or revise publicly any forward-looking statements, whether
as a result of new information, future events or otherwise.
About Atento
Atento is the largest provider of customer relationship management
and business process outsourcing (CRM BPO) services in Latin America, and among the top five
providers globally, based on revenues. Atento is also a leading
provider of nearshoring CRM/BPO services to companies that carry
out their activities in the United
States. Since 1999, the company has developed its business
model in 13 countries where it employs 150,000 people. Atento has
over 400 clients to whom it offers a wide range of CRM/BPO services
through multiple channels. Atento's clients are mostly leading
multinational corporations in sectors such as telecommunications,
banking and financial services, health, retail and public
administrations, among others. Atento´s shares trade under the
symbol ATTO on the New York Stock Exchange (NYSE). In 2019, Atento
has been named one of the World´s 25 Best Multinational Workplaces
and one of the Best Multinationals to Work for in Latin America by Great Place to Work®. For
more information visit www.atento.com
Media relations
Maite
Cordero
+ 34 91 740 74 47
atento.media@atento.com
Investor relations
Shay Chor
+55 11 3293 5926
shay.Chor@atento.com
Fernando Schneider
+55 11 3779 8119
fernando.schneider@atento.com
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SOURCE Atento S.A.