who we are
ATM Group helps brands improve customer service, retention and sales through contact centre and revenue-generation outsourcing—supported by AI-enabled optimisation.
our story
ATM Group began with a simple frustration: too many outsourced contact centres were built around activity and cost, not outcomes. We set out to build a different kind of partner—one that takes ownership of customer conversations and commercial performance, and improves them through disciplined delivery, clear governance and continuous optimisation.
Over time, that approach has expanded beyond service to include retention, sales and revenue-generation programmes, supported by multilingual capability and practical AI. Today we deliver from the UK, the Netherlands and South Africa, and we work through a repeatable cycle of Discover → Decide → Deliver → Improve—so performance doesn’t stand still after go-live (and you can see the results in the client success stories below).
group leadership team
Vimal Prema
Patricia Garcia
Jay Duffy
Matt Molinero
Nigel Arkwright
UK
leadership team
Meherban Chana
Michael Petts
Adnan Mukadam
Richard Hancock
SA
leadership team
Morne Amos
Blanche Searle
Loretta Meyer
John Kennedy
Cornelis Muilwijk
EU
leadership team
Dennis Baetens
client successes
Proactive customer engagement (WhatsApp outreach + AI bot)
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 booking opportunity unrealised. ATM Group proposed an alternative engagement strategy
B2C & B2B trade partner and customer operations (after‑sales service)
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 closure validation. ATM Group’s South Africa delivery team supported the operation by
Appointment scheduling and booking (inbound optimisation POC)
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 increasing bookings without negatively impacting Average Handling Time (AHT) or
Transition support (CLRP) + self‑service enablement
Overview During a high‑risk operational transition, a healthcare organisation needed continuity, high‑touch support for critical interactions, and a controlled pathway to embed a new operating model — without disrupting patients/customers or overloading frontline teams. ATM Group created a temporary specialist transition‑support team (the “CLRP” silo), introduced multi‑channel support, and
Transformation & migration at scale (COE, trials, upgrades, rapid campaigns)
Overview A telecommunications provider running major upgrade and migration programmes needed to scale customer operations without disrupting service, while improving experience and reducing churn. The environment demanded rapid test‑and‑learn, real‑time insight, and the ability to launch campaigns quickly as products and eligibility rules evolved. ATM Group supported large‑scale migrations
Retention programme (blended channels + analytics‑led optimisation)
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, evidence‑led optimisation, and a scalable, multi‑skilled workforce model. ATM Group delivered a blended voice + digital
Digital-first customer service transformation + rapid CCaaS migration
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 reduced friction for customers. Later in 2023, ATM Group led a full CCaaS
work with us
We’re always looking for people who care about customers and want to build better outcomes with smarter tech and great teams. View our current roles in the UK, the Netherlands and South Africa using the buttons below. If you don’t see the right opportunity, email recruitment@atm.group
our values
Our values shape how we show up for clients and for each other—focusing on outcomes, being clear with data, and improving what we do week after week.
brave
We challenge assumptions and fix what isn’t working. That means testing improvements quickly, measuring impact, and scaling what delivers better customer and commercial outcomes.
humble
We stay grounded in evidence and feedback. We listen first, learn fast, and use technology (including AI) where it genuinely adds value—without hype.
collaborative
We work as one team with our clients and colleagues. Clear communication, shared goals and strong governance help us deliver consistently and improve together over time.
our commitments
our planet
We work to measure and reduce our operational footprint—partnering with Climate Wise to track impact and prioritise practical reduction actions year on year.
our communities
We support the communities where we operate through local charity partnerships, fundraising, and colleague volunteering across the UK, the Netherlands and South Africa.
our people
We’re building an inclusive, supportive workplace where people can grow—backed by clear development, wellbeing focus, and a culture of respect.
FAQs
Who is ATM Group?
ATM Group (atm.group) is a customer operations and revenue partner providing contact centre outsourcing and revenue-generation support. We help brands run and improve customer service, retention and sales programmes using a practical mix of people, process and technology.
What services do you provide?
We deliver customer service, retention, sales, and revenue-generation programmes, alongside supporting capabilities like quality assurance, training, workforce planning, and continuous optimisation.
Where do you operate?
We deliver programmes from the UK, the Netherlands and South Africa. This footprint helps us provide resilient coverage and access to diverse talent pools.
What makes you different from a traditional BPO?
We’re outcomes-led and improvement-driven: we align on measurable goals, establish clear governance, and optimise performance over time rather than “set and forget.” Our approach is structured around Discover → Decide → Deliver → Improve.
How do you use AI and automation?
We use AI to support teams and improve performance—such as better knowledge access, quality insights, and smarter workflows—while keeping people accountable for customer outcomes. We prioritise practical, safe use cases over hype.
How do you measure success?
We agree a scorecard that typically includes service and commercial KPIs—e.g., CSAT/NPS, first-contact resolution, quality/compliance measures, and where relevant conversion, retention and revenue metrics—plus clear reporting and review cadence.
What does onboarding / transition look like?
We start with discovery to understand your customers, processes and success measures, then design the operating model and implementation plan. Transition is delivered in controlled phases with training, QA and governance in place from day one.
How do you handle data security and compliance?
We align to your security and compliance requirements and build controls into training, processes, access management and QA. If you have specific regulatory needs, we’ll confirm how we meet them during discovery and can share relevant documentation under NDA.
