Atento Luxco 1 (“Atento” or the “Company”), one of the world’s largest providers of customer experience management and business transformation outsourcing services (CXM/BTO) and an industry leader, has presented its 2024 ESG Report, which covers a year marked by the strengthening of its commitment to sustainability as a strategic focus. Aligned with the European Sustainability Reporting Standards (ESRS), the company has consolidated an organizational culture based on ethics, inclusion, and purposeful innovation.
“At Atento, we believe that sustainability is not a parallel path, but rather a way of acting that integrates technology, ethics, and people. In 2024, we have strengthened our ESG commitment through more analytical, inclusive, and automated management, anticipating new regulatory frameworks and promoting solutions that generate added value and sustainable development,” Pablo Sánchez, Chief Marketing Officer and ESG Director at Atento.
Environment: energy efficiency and cleaner operations
Over the past year, Atento has achieved significant milestones in its environmental performance. Since 2020, the company has achieved a cumulative reduction of 27.5% in its greenhouse gas (GHG) emissions, exceeding its year-on-year targets through the consolidation of energy efficiency measures, the redesign of operational processes to reduce unnecessary consumption, and the increased use of more sustainable energy sources. Additionally, 63.2% of global energy consumption already comes from renewable sources, underscoring its commitment to cleaner and more resilient operations.
Also, paper consumption has been reduced by 60% and water use by 12.7% compared to 2020 levels. These improvements have been accompanied by specific initiatives such as reforestation actions in different regions and electronic equipment recycling programs, as part of its collaboration with social organizations for the responsible reuse of technological waste.
On the other hand, the CDP (Carbon Disclosure Project) organization, one of the most prestigious environmental non-profit organizations worldwide, recognized Atento with a B rating in terms of ecological and water management, the best grade that the company has received in recent years, demonstrating Atento’s commitment to the environment and sustainable management.
Social: diversity, employability, and technology at the service of talent
The social scope of the report reflects Atento’s commitment to equality, professional development, and inclusion. In 2024, 64.7% of its global workforce consisted of women, and half of the management positions were also held by women, further consolidating its leadership in gender diversity. Additionally, 91.7% of its employees are full-time, and 44% are under 30 years of age, highlighting the company’s significant role in providing quality employment opportunities for young people.
One of the key advances in 2024 has been the application of generative artificial intelligence to recruitment, with the deployment of the Smart Recruiter system. This innovative solution, based on a conversational AI chatbot, allows candidates to be evaluated in real simulated scenarios, objectively identifying the profiles most aligned with the client’s culture. The tool not only improves efficiency but also ensures more inclusive and transparent processes.
In the training field, Atento has invested more than 42 million hours in training, promoting internal employability, and has managed 4,915 promotions, 67% of which were in the operational area. The company has also launched Atento Academy, a global platform that centralizes and standardizes team training, and has strengthened its learning ecosystem with Atento CXLab, an immersive environment with virtual reality simulators and AI resources to train skills in realistic contexts.
In addition, high-impact social programs such as REDI (diverse and inclusive recruitment), Atento Impulsa (employability for people with disabilities or at risk of exclusion), and DNA, the global diversity strategy that promotes safe, representative, and collaborative spaces throughout the organization, have been maintained and expanded.
Government: digital ethics and global compliance
In terms of governance, Atento has taken a key step forward with the adoption of its first corporate policy on the responsible use of generative artificial intelligence, establishing ethical principles and control mechanisms for its application in products, processes, and labor relations.
Likewise, the commitment to transparency and integrity has been reflected in the consolidation of the compliance model, which includes a Global Committee, active reporting channels, and regular training in ethics, anti-corruption, and data protection. All of this is framed within a cutting-edge technological environment, backed by ISO 27000 certification in cybersecurity and ISO 56002 certification in innovation management, which Atento has renewed for the fourth consecutive year.
One of the most relevant aspects has been Atento’s commitment to the responsible use of technology, a central element in its business model. As a leader in BTO solutions, the company utilizes advanced technologies, including AI and automation, to enhance customer experience, ensuring that its implementation aligns with ethical, inclusive, and sustainable principles. Thus, over the past year, Atento has deployed an approach that combines operational efficiency, thanks to the strategic use of technology, with a genuine commitment to social and environmental responsibility.
With this report, Atento reaffirms its commitment to continuing to develop a more technological, humane, and sustainable organization, where innovation is aligned with the major social and environmental challenges of our time, and where every technological advance has a positive and measurable impact on people’s lives.
“At Atento, sustainability, innovation, and human commitment converge in a single purpose: to lead with integrity and transform the future of customer service by reinforcing empathy and the human touch with the best technology,” concludes Pablo Sánchez.
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