News and information the ATM team have gathered together to help clients and visitors get a better understanding of our work and services.
Summary A global appliance brand required an end‑to‑end after‑sales service operation that could manage both trade partners (B2B) and end customers (B2C) across the service lifecycle — from booking engineer appointments to parts ordering, technical support, and...
Outline Many outbound programmes plateau after a maximum number of call attempts, leaving a large portion of eligible customers unreached. In this programme, the client’s traditional approach reached around 55% of the audience — leaving ~45% unreached and the...
Overview ATM Group was engaged to stabilise and modernise customer service for a leading entertainment brand during a time‑critical programme. We built a digital‑first, omnichannel operating model, enabled advisors with better tools and real‑time insight, and...
Outline ATM Group ran a three‑month Proof of Concept (POC) to optimise inbound activity for an appointment‑based service brand. Eligible customers (aged 50+) were offered the ability to book an appointment during their inbound interaction, with the goal of...
We’re excited to share some fantastic news—ATM has been shortlisted for the UK Contact Centre Forum Awards 2024! We’re honoured to be recognised in the category of: Outsourcing Partnership of the Year - Vue This nomination is a testament to the strong partnership...
The CapeBPO Awards shine as a beacon of excellence in the business process outsourcing (BPO) sector, spotlighting remarkable achievements within the Western Cape of South Africa. These prestigious awards recognize outstanding performance, innovative practices, and...
Overview A large telecommunications provider needed to improve retention (“save”) performance and customer journeys while managing peak demand and maintaining service quality. The programme required more than additional capacity: it needed omnichannel coverage,...
As businesses increasingly focus on digital transformation, the Business Process Outsourcing (BPO) landscape is undergoing a significant shift. According to Everest Group, digital-first service providers are emerging as key players, exhibiting growth rates nearly...
In today's competitive landscape, organisations increasingly recognise the importance of customer experience (CX) as a key differentiator. Outsourcing CX functions offers businesses an effective strategy to enhance service delivery while accessing specialised...
The Business Process Outsourcing (BPO) industry is rapidly evolving, significantly influenced by technological advancements and the growing demand for innovative solutions. The Gartner Magic Quadrant serves as a valuable tool for organisations looking to navigate...
