ATM Group
ATM Group

success

Client successes the ATM team have gathered together to help clients and visitors get a better understanding of our work and services.

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Case Study – ATM’s Proactive Approach in the BPO Sector

25 October 2024 | Success Stories

Challenge Traditional BPOs often settle for a 55% outbound connection rate post-maximum attempts, leaving 45% of potential customers unreached. Solution ATM identified the gap and proactively proposed an alternative engagement strategy by leveraging WhatsApp as a communication channel for an…
Person having their eyes tested

Challenge

Traditional BPOs often settle for a 55% outbound connection rate post-maximum attempts, leaving 45% of potential customers unreached.

Solution

ATM identified the gap and proactively proposed an alternative engagement strategy by leveraging WhatsApp as a communication channel for an optician client.

Execution

  • Developed and deployed an AI-powered WhatsApp bot to reach the remaining customer base.
  • Created an interactive, automated customer journey to increase engagement.

Results

  • 10,500 customers contacted
  • 4,800 engaged
  • 95,000 interactions
  • 1,100 optician bookings
  • 950 bookings completed

These engagements resulted in an estimated £330,000 in incremental revenue (based on an assumed average spend of £350 per customer).

Impact

All revenue generated was incremental, directly attributed to ATM’s proactive technology initiative, showcasing how alternative engagement channels can drive significant business growth.