Case Study: Atento achieves 64% higher conversion and 63% more formalized agreements with NICE Systems' Nexidia Analytics & Quality Central

Driving Employee Engagement and Collection Improvement

Atento, a top-five global CRM and BPO provider and the leader in Latin America with operations across 14 countries and over 150k employees, faced low conversion rates in its collections business: agents lacked a standardized script, engagement was weak, and the company could not identify the best behaviors, “winning arguments,” or reasons customers refused proposals.

By deploying NICE Nexidia Analytics alongside Quality Central, Atento automated classification of default reasons, used speech analytics to map customer profiles and capture successful pitches, and retrained agents on data-driven scripts. The initiative drove a 63% increase in formalized agreements, a 64% lift in conversion rate, a 65% drop in customers refusing proposals, a 56% rise in use of winning arguments, a 5% quality improvement, better schedule reporting and significant annual cost savings.

Atento