Atento announces the successful implementation of its financial restructuring and unveils new business strategy leading the way to BTO (Business Transformation Outsourcing)

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  • In relation to Atento’s financial restructuring plan implemented in the United Kingdom, the effective date of the restructuring is subject to approval by creditors and approval by the English court.
  • Following the successful funding of Exit Financing, the company enters a new phase with a strong focus on technology investment to further grow CX services along with geographic expansion.
  • Technology-driven transformation such as AI and intelligent automation will remain the backbone of delivering the best customer experience with the human touch.
  • The company will continue to focus on strengthening its local, overseas and multilingual business as well as increasing its presence in the US market.

Madrid, November 27, 2023 /PRNewswire/ — Atento Luxco 1 (“Atento” or the “Company”), is one of the leading providers of customer relationship management and business process outsourcing (CRM/BPO) services and an industry leader in Latin AmericaFollowing the successful completion of the restructuring process, it announced the new business strategy today. Moving forward, Atento has entered a new phase in its business strategy, aiming to lead the way to business transformation and foreign trade, increase its competitiveness in the market, and improve its growth outlook. Under this new strategy, the company is focusing on technology investment for CX transformation and geographic expansion, with employees and customers at the center.

Complete the reconstruction

The company will announce the date of restructuring today November 27, 2023 Successfully complete the financial restructuring by implementing a UK restructuring plan pursuant to section 26A of the Companies Act (the “Restructuring Plan”). The restructuring plan was approved by the creditors of the company November 13, 2023 It was unanimously approved by creditors when they voted on the restructuring plan and subsequently accepted in a penalty hearing in an English court. November 17, 2023 In the High Court of Justice England And Wells.

As part of the restructuring, the company accepted additional obligations. 76 million dollars In the process of exit financing. in addition 37 million dollars It has already been received by the company June 2023 to the August 2023This will increase the total investment 113 million dollars And the company will provide a stable financial platform to implement its new business strategy. As a result of the restructuring plan, the company has converted most of its debt into equity, resulting in a net profit of 0.8x EBITDA in fiscal year 24.

“We’re excited to begin this new chapter with a focus on customers, people and technology. We believe that building intelligent, efficient and humane services where people are at the forefront is key to leading the next era of CX. The heart of the relationship,” he says. Demetrius OliveiraAtento’s CEO added, “On this new path, we are focused on ensuring greater excellence than ever before, growing as a company, expanding our geographic presence and transforming the CX sector.”

The company has been approached by Sidley Austin LLP, Loyens & Loff Luxembourg SARL and Houlihan Lokey EMEA, LLP in relation to the restructuring plan.

A new way to lead the next generation of customer experience

The company’s business strategy going forward will be based on three main pillars: (i) revenue diversification, (ii) operational excellence and (iii) transformation. In terms of revenue diversification, Atento aims to drive growth in the US market, continuing to invest in EMEA and the Spanish offshore multilingual offering. Philippines Region as coastal area.

At the same time, the company will continue to focus on the opportunities offered by digital CX and promote new customer acquisition opportunities and current customers. The company’s service delivery focuses on evolving from Business Process Outsourcing to Business Transformation Outsourcing.

Driving operational efficiency based on human-technology excellence

The company focuses on its people and customers by making continuous improvements to the employee experience that increases employee satisfaction and strengthens its operational efficiency by empowering employees with tools and technologies supported by AI, analytics and automation. Customer service with a human touch.

At the same time, Atento will focus on maintaining its excellent performance, which has attracted positive Customer Satisfaction (CSat) and Net Promoter Score (NPS) records. In this regard, the company continues to promote existing models such as Atento Work from Home Agents (WAHA), where Atento has an infrastructure ready to work remotely at any time, providing safety and security benefits to its employees, allowing the company to gain productivity and accelerate growth.

Accelerating technology adoption: Transformation is key.

Another key pillar of the company’s current strategy is the introduction of technology in all sectors. Basically, the company is introducing technology in its internal processes. In addition, Atento will introduce technology into existing work with customers using AI, RPA, bots or analytics that automates basic transactions and improves conversion. In addition to new technologies, Atento will continue to launch and implement technology-based offerings, guided by a consultative approach to identify opportunities and accompany customers during change.

In recent years, innovation has become a natural characteristic of Atento, enabling internal and customer transformation and a vital part of this new strategy. Analysts such as Frost & Sullivan and Gartner have recognized the company as a leader in this area. Latin America, where the company remains a strong leader due to its experience in the industry, focused on cyber security and leading ESG practices in the region. As the Innovation Center, the success of ISO 56002 and the continuous launch of proprietary technology will revolutionize the sector and support the company’s ongoing technology transition journey.

The implementation of new technologies in services, especially AI and automation, has been critical to the company’s daily operations. From its application in candidate selection processes and employee training to the launch of Athena, part of the company’s brand, these technologies pave the way for continuing to provide a human touch in the middle of customer interactions.

The hope of growth supported by experts and the trust from the corporate ecosystem

In addition to expanding its presence in other markets and strengthening its position in existing markets, Atento’s financial strength allows it to continue to focus on its key customers.

Atento will continue to explore opportunities in the digital sector with partners such as Microsoft.

This new strategy is expected to position the company’s key workforce through experience and consulting with specialized business knowledge, enhance its service portfolio to deliver the best employee experience and maintain customer satisfaction in a changing technology environment.

About Atento

Atento is the largest provider of customer relationship management and business process outsourcing (“CRM BPO”) services in Latin America And one of the leading suppliers worldwide. Atento is also one of the leading providers of CRM BPO services for operating companies. America. Since 1999, the company has developed its business model in 17 countries and employs approximately 120,000 people. Atento has over 400 clients offering a wide range of CRM BPO services across multiple channels. Atento’s clients are leading international companies in the telecommunications, banking and financial services, healthcare, retail and public administration sectors.. In recent years, the company has been recognized by several industry analysts in various regions, including Everest (named a “Star Performer” in 2021), Gartner (recognized as a leader in Customer Service BPO in the Magic Quadrant as of 2021), Frost & Sullivan (named a leader in CX Outsourcing Latin America for 2022) or Forbes (chosen as one of the 100 best companies to work for in 2023) Spain). Visit for more information www.atento.com.

Forward-looking statements

This press release contains forward-looking statements. Forward-looking statements can be identified by words such as “may,” “should,” “expects,” “plans,” “estimates,” “believes,” “estimates,” “predicts,” “thinks.” “Continue” or similar words. These statements reflect Atenton’s current expectations only and are not guarantees of future events. These statements are subject to risks and uncertainties that could cause actual results and events to differ materially from those contained in the forward-looking statements. Such risks and uncertainties include, but are not limited to; Atento’s future financial needs; Competition in highly competitive industries; an increase in the cost of voice and data services or a significant interruption in these services; Atento’s ability to successfully implement its new business strategy; Atento’s ability to rapidly change technology and systems offerings to keep pace with its customers’ needs; deployment and adoption of new technologies; loss of any key customers, financial difficulties or bankruptcy; the impact of global economic trends on Atento’s clients’ businesses; the non-exclusive nature of Atento’s customer contracts and the lack of revenue commitments; breach the security and privacy of the systems Atento uses to protect personal information; the cost of pending and future litigation; the cost of defending Atenton against claims of intellectual property infringement; Broad regulation affecting many Atento businesses; Atento’s ability to protect its proprietary information or technology; Service interruption of Atento data and operations centers; Atento’s ability to retain key personnel and attract a sufficient number of qualified employees; Increased labor costs and turnover; the political, economic and other conditions in the countries in which Atento operates; Foreign currency changes; Atento’s ability to complete future acquisitions and integrate or achieve its recent and future acquisitions; Future impairments of our significant goodwill, intangible assets or other long-lived assets. and Atento’s ability to recover consumer invoices on behalf of its customers. Atento is subject to other risk factors described in the company’s filings with the United States Securities and Exchange Commission. These forward-looking statements speak only as of the date on which the statements are made. Atento undertakes no obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Media Contact: press@atento.Com

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