Atento unveils strategy shift to business transformation outsourcing

MADRID, SPAIN  — Atento, a global provider of customer relationship management (CRM) and business process outsourcing (BPO) services, is charting a new course following its successful financial restructuring implementation.

The company’s focus shifts to Business Transformation Outsourcing (BTO), emphasizing technological investments and geographic expansion.

Atento’s UK restructuring plan, sanctioned by English courts, secured overwhelming creditor support. This strategic overhaul involved securing $76 million in exit financing, bringing total investment to $113 million. 

The restructuring transformed most debt into equity, forecasting a net leverage ratio of 0.8x EBITDA for FY24 and enabling reinvestment into business operations.

“We believe that to lead the next era of CX, it is key to structure intelligent, agile, and humanized services, where people must be at the heart of the interaction,” said Atento CEO Dimitrius Oliveira.

Atento’s strategic roadmap includes expanding its multilingual services and establishing operations in the Philippines as an offshore location.

The Spain-based company also aims to drive growth in the U.S. market while continuing to invest in the multilingual offerings developed in Europe, the Middle East, Africa (EMEA) and Spanish nearshore.

With a workforce of around 120,000 across 17 countries, Atento serves over 400 clients, primarily in telecommunications, banking, healthcare, retail, and public administration.

Atento recently welcomed Álvaro Badiola Guerra as its Group Chief Financial Officer to bolster its financial strategy and augment its market footprint.

The company ranked #28 on the Time Doctor OA500, an index of the world’s top 500 outsourcing firms.