Attentive SA, one of the largest providers of customer relationship and business process outsourcing (CRM / BPO) services in the world and a leader in the sector in Latin America, augurs a good campaign Black friday despite the economic situation. Great offers and discounts are anticipated by businesses and significant consumption by customers.
In a year characterized by the increase in the price of gasoline and electricity, the rise in interest rates and inflation that affects the shopping basket of many Spanish households, it could be believed that consumers would restrict their purchases in a significant during the last quarter of the year. However, according to data from Atento, which has extensive experience in campaigns of Black friday and Christmas for clients in crucial sectors for consumption such as logistics and consumer electronics, the trend will be different.
Periods of economic uncertainty are marked by certain trends in consumption that are repeated worldwide. Consumers seek to anticipate their purchases to avoid price increases and, to do so, take advantage of promotions both in physical channels and online. One of the key dates for this is, without a doubt, the Black friday.
The day, imported from the United States, marks, also for Spain, the starting signal for Christmas shopping. This year, according to the same forecasts to which Atento has had access, will mean, if not the strongest sales peak between now and the end of the year, one of the greatest moments of consumption in our country.
Expectations for Black Friday
Those companies that are willing to risk and launch aggressive offers have very good prospects for the Black friday and they anticipate that it will be decisive when it comes to successfully closing their annual billings. The history collected by Atento supports this opinion, since normally the Company’s clients tend to record more satisfactory results during the Black friday than during the Christmas season.
In any case, it is essential that companies prepare for this peak in demand by reinforcing their teams in physical and online stores, as well as the agents who are serving customers during the pre-sale and post-sale phase. The latter can last up to two weeks after the date of the Black fridaysince there are a large number of changes and returns and it even overlaps with the Christmas campaign.
In the past, some Atento clients in the retail sector experienced increases in call volume of 146%, for which the customer service team had to triple. The parcel and courier sector is not far behind either: in the past the number of agents had to double from the last week of November to the first fortnight of January.
At Atento, one more year and regardless of the type of bet that each one of our clients makes during the campaigns of the Black friday and Christmas, we are ready to help you face this last quarter of the year. To meet these peaks in demand, Atento makes available to our clients all the flexibility of an operations provider accustomed to working by campaigns. On the other hand, we also provide technological solutions that help efficiently manage these moments of truth for consumers, providing them with the best Customer Experience.
José María Pérez Melber, General Director of Atento in the EMEA region.
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