Prior Diagnosis for Frontline Technical Support

Country: Brazil

Challenge:
To assist the client, a multinational electrical goods company, in the management of Technical Support processes for their products. The aim was to reduce operational costs and increase customer satisfaction via a swift response service.

Atento's Solution:
Atento recognized that technical support home visits were generating considerable costs for the company. It became necessary to avoid such call outs wherever necessary.

Atento saw the opportunity to reduce the volume by previously identifying the call outs that were later classified as "NO FAULT FOUND" - in other words home visits by technicians who discovered that the product was not actually defective in any way.

To achieve this, Atento made a study of the available data in order to identify the common parameters in all "NO FAULT FOUND" visits. Using this information we were able to produce a manual helping to identify those calls that would possibly lead to unnecessary call outs.

Results:
Currently around 49% of "NO FAULT FOUND" call outs are avoided each day, representing a significant annual saving in unnecessary home visits. Furthermore, this solution has helped Atento to become a strategic partner to the client rather than a simple service provider.