Customer relationship and business process outsourcing firm Atento has announced it is launching a Virtual Hub for remote working customer experience workers.
The command centre is aimed at optimising operations for employees working at home, with the hub initially allowing for the management of 80,000 agents. Based on the cloud, the solution can be adapted to the operational needs of a client and directly connect to office locations worldwide to serve as a centralised operations management solution.
“Atento Virtual Hub is another step we are taking into transforming CX. Our clients will now have a single centralised point where they will be able to manage all remote operations of the team as a whole, from agent recruiting and training to campaign development, everything under strict security protocols managed in an agile way with a global approach”, said Carlos López-Abadía, Atento’s CEO.
The product follows up on new industry demands following changes caused by the ongoing COVID-19 pandemic, serving as an add-on for the Atento@Home solution. That remote working initiative allowed Atento to switch more than half of its workforce to telecommuting during the initial stages of the pandemic.
That allowed Atento agents to, for instance, reach high risk individuals in the State of Maryland to make appointments. “The Atento team deployed this solution very quickly and within two weeks we were ready to assist residents. We have the capabilities to scale our operation up or down depending on demand and have demonstrated the ability to handle 70,000 calls per day,” said John Blackburn, EVP, DMI Health Innovations & Cybersecurity.
Cybersecurity and Remote Working
Atento emphasised the focus on cybersecurity within the Virtual Hub, due to the added risks associated with those working from home. The solution duly incorporates biometric recognition, two-factor authentication, secure connection via VPN and information security controls, as well as facial recognition and operational alarm screens.
