Atento Pitch Deck (2018): 34-Slide Breakdown

Atento's 2018 investor presentation serves as a roadmap for a large-scale corporate pivot. Originally a cost center for Telefonica (TEF), the company transitioned into a public entity and the top CRM BPO provider in Latin America. By 2017, Atento had diversified its revenue, with 62% coming from non-TEF clients, up from just 10% in 1999. The deck emphasizes growth through higher value-added solutions, such as end-to-end collections and credit management, and the integration of AI via partnerships like Keepcon. Financial results from 3Q 2017 show a 9.0% revenue increase and a reduction in leve…

Key takeaways

• Atento evolved from a Telefonica cost center in 1999 to the #1 CRM BPO player in Latin America by 2017 (Slide 5).
• Revenue grew from less than $0.5 billion in 1999 to $1.9 billion by 3Q 2017 (Slide 5).
• The company successfully diversified its client base, reducing Telefonica's share of revenue from ~90% in 1999 to 38% by 2017 (Slide 5).
• Significant growth was achieved in the Telco vertical (39% CAGR) and Multi-Sector vertical (14% CAGR) between 2013 and 2016 (Slide 13).
• Atento identifies substantial 'whitespace' for market share growth, holding only 3% of the Telco BPO market and 10% of the Multi-Sector market (Slide 13).
• Strategic M&A, including RBrasil and Interfile, allowed the company to expand into high-margin credit management and collections (Slide 17).
• The partnership with Keepcon adds semantic AI and automation, managing over 200 million messages per month (Slide 21).
• Financial health improved with a debt refinance and a leverage reduction to 1.5x by 3Q 2017 (Slide 29).

Frequently asked questions

What was the primary driver of Atento's transformation?

The primary driver was the transition from a captive cost center for Telefonica to an independent, public CRM BPO provider. This involved diversifying the client base so that by 2017, 62% of revenue came from non-Telefonica clients, and expanding the service offering from basic call center tasks to high-value solutions like credit management and AI-driven customer engagement.

How does Atento plan to capture more market share in Latin America?

Atento identifies significant 'whitespace' in its core markets. As of the 2018 deck, they held only 3% of the Telco BPO market and 10% of the Multi-Sector market. They plan to capture this share by moving from fixed-revenue core services to success-fee-based end-to-end solutions and by leveraging targeted M&A to enter specialized verticals like collections.

What role does technology play in Atento's growth strategy?

Technology is central to their 'Accelerate Profitable Growth' pillar. Specifically, their partnership with Keepcon integrates semantic technology and AI into their platform. This allows for real-time customer sentiment monitoring and automated actions, currently managing over 200 million messages monthly for more than 50 clients.

What are the key financial highlights from the 3Q 2017 report?

In 3Q 2017, Atento reported revenue of $501.3 million, representing 9.0% constant currency growth. Adjusted EBITDA was $59.7 million with an 11.9% margin. Notably, the company reduced its leverage to 1.5x and saw a 20% year-over-year growth in recurring earnings per share (EPS).

How is Atento addressing shareholder value?

Atento is focusing on 'Value Creation Levers,' which include accelerating top-line growth and improving free cash flow conversion. They implemented a first-time dividend of $0.3384 per share and refinanced debt to reduce interest expenses. Additionally, a follow-on offering by Bain Capital helped diversify the shareholder base and boost share liquidity.

Atento pitch deck: the facts

Company

Atento

Year

2018

Stage

Public

Slides

34

Sector

CRM BPO / Outsourcing

Deck type

Investor Presentation

Headquarters

Luxembourg (Global HQ) / Latin America (Primary Operations)

Atento pitch deck PDF

The full Atento deck is embedded on this page and can be read slide by slide in the browser — no download or account required. Each slide is covered in the breakdown above.

What the Atento S.A. pitch deck was used for

This is Atento S.A.’s February 2018 investor presentation, a 34‑slide public market deck used with equity investors after Atento’s 2014 NYSE listing under the ticker ATTO. The company positions itself as the leading CRM BPO provider in Latin America and among the top global players, highlighting a transformation from a captive call center for Telefónica to a diversified public CRM BPO provider. The deck focuses on Atento’s scale in Latin America, digital and end‑to‑end solutions, client diversification beyond Telefónica, and the turnaround and growth trajectory visible in its 2017–2018 financials. It is an investor relations deck rather than a private fundraising round, aimed at public equity and debt market participants monitoring Atento’s performance and strategy.

Business model: Global provider of customer relationship management (CRM) and business process outsourcing (BPO) services, including customer care, sales, collections, back office, and technical support, with a leading focus on Latin America.

Year

2018

Industry

Customer Relationship Management (CRM) and Business Process Outsourcing (BPO) services.

Round: Public equity investor relations deck following Atento’s 2014 NYSE initial public offering, used to inform existing and prospective public‑market investors rather than to raise a discrete private funding round.

Headquarters: Luxembourg (public limited liability company organized under the laws of the Grand Duchy of Luxembourg).

What happened after the Atento S.A. deck

Following its separation from Telefónica’s CRM business in 2012 and subsequent NYSE listing in 2014, Atento has operated as an independent, publicly traded CRM BPO provider. By 2018, the company reported nearly US$1.92 billion in annual revenue with mid‑single‑digit growth and was positioning itself as the largest CRM BPO operator in Latin America and a top‑five global provider, while advancing a

• Telefonica announced and ratified the sale of Atento’s CRM business in 2012, accompanied by a nine‑year Master Service A
• Atento became a publicly listed company on the New York Stock Exchange in October 2014, with its ordinary shares trading
• By fiscal year 2018, Atento reported revenue of approximately US$1.92 billion, representing around 4.3% year‑on‑year gro
• Atento established itself as the largest CRM BPO provider in Latin America and among the top five globally, with operati

What the Atento S.A. deck got right

• Clear regional and global scale leadership. Atento is presented as the leading CRM BPO provider in Latin America and the fourth largest globally by revenue, with 99 contact centers in 13 countries, more than 151,000 employees and over 91,000 workstations, underscoring a scale advantage and pan‑regional delivery capability. This operational footprint supports service to large multinational clients across verticals.
• Strong, diversified blue‑chip client base. The deck emphasizes long‑standing relationships with blue‑chip clients and high client‑retention rates, with Atento serving over 400 mostly leading multinational corporations in sectors such as telecommunications, banking, financial services, health, retail and public administration. This underpins the stability and recurring nature of its revenue base.
• Compelling transformation and digital growth story. Atento highlights its evolution from a single‑country call‑center provider for Telefónica into a diversified, independent CRM BPO company with growing end‑to‑end and digital solutions, supported by a dedicated digital business unit and partnerships with tech‑enabled global digital customers. This transformation narrative is reinforced by 2018 earnings data showing revenue growth and margin improvements.
• Recognized people‑centric culture and employer brand. The presentation underscores Atento’s unique people focus, noting recognition among the 25 best multinational workplaces and as the only Latin America‑based company on that list, supporting its claim of strong human‑capital management in a labor‑intensive industry. This can be a competitive differentiator in service quality and employee retention.
• Demonstrated resilience and improving financial performance. Financial disclosures around the time of the deck show Atento delivering mid‑single‑digit revenue growth and stable or improving EBITDA margins, including a reported increase from approximately US$1.82 billion to US$1.92 billion in revenue between 2017 and 2018 and margin expansion in Brazil. This performance during periods of macroeconomic stress in Latin America illustrates operational resilience.
• Deep integration and leading market shares across LatAm. The deck presents detailed market‑share data indicating leading positions in key Latin American countries (e.g., top share in Brazil, Peru and other markets), combined with integration into clients’ tools and processes and Atento‑developed intelligence and tools, suggesting a deep, embedded role in the client value chain. This can make Atento harder to displace and supports its strategic importance to clients.

What could have been stronger

• Limited transparency on client concentration and Telefónica dependence in the deck itself. The February 2018 investor deck emphasizes market leadership, digital growth and transformation from a captive Telefónica call center but provides limited quantified detail on revenue concentration by client, especially the ongoing share of Telefónica in total revenue, despite Telefónica still being a major client under a long‑term Master Service Agreement. For investors, this makes it harder to assess residual client‑concentration risk directly from the deck.
• Digital transformation claims are not tightly quantified. While the deck highlights Atento’s role as a leader in digital CRM/BPO solutions and mentions a dedicated digital business unit, it contains relatively sparse hard data on the proportion of revenue from digital vs. traditional voice services, specific digital product offerings, or KPIs such as automation penetration or average revenue per digital client. This lack of granularity may make it difficult for investors to quantify the digital transformation’s financial impact.
• Limited comparative benchmarking versus global and regional competitors. The presentation relies heavily on Atento’s status as the largest CRM BPO player in Latin America and fourth‑largest globally by revenue, but provides less insight into competitive dynamics, pricing pressure, and how Atento’s margin profile compares numerically to key competitors beyond broad statements about stable margins amid recession. This weakens the ability of investors to benchmark Atento’s performance versus peers based solely on the deck.
• Underdeveloped downside and macro‑risk analysis. Macro risks such as Latin American currency volatility, regulatory changes, and labor costs are acknowledged only briefly through references to a ‘severe LatAm macroeconomic recession,’ with little scenario analysis or stress testing of how these factors could affect revenue, margins, or debt metrics. As a result, the deck under‑develops downside risk analysis for a business with substantial operations in volatile markets.
• Human‑capital metrics only partially addressed. Although Atento references its people focus and Great Place to Work rankings, the deck does not provide detailed metrics on employee turnover, wage inflation, or productivity improvements, which are critical operational variables for a large, labor‑intensive BPO operator employing around 150,000 people. This limits an investor’s ability to fully assess human‑capital risk and execution capacity from the presentation alone.

How an investor would read this deck

What draws attention

• Whether Atento’s transformation from a captive Telefónica call center into an independent, diversified CRM BPO platform has translated into sustainable revenue diversification and improved margins, as suggested by its 2017–2018 earnings and market‑share data.
• Atento’s competitive moat in Latin America, including its scale (99+ contact centers, 13 countries) and long‑standing relationships with blue‑chip clients, and how these factors underpin client retention rates and pricing power.
• The progress and measurable financial impact of Atento’s digital and end‑to‑end CRM/BPO solutions, including its specialized digital business unit and partnerships with tech‑enabled global digital customers.
• How Atento manages macroeconomic, currency and regulatory risks in key Latin American markets while maintaining stable margins and executing turnaround initiatives, particularly in Brazil.
• Atento’s capital structure, public‑market performance since its 2014 NYSE listing, and any plans for refinancing, dividends or share‑repurchase programs that would affect equity and debt investors.

Risks that stand out

• Client‑concentration risk associated with Telefónica and other major clients, given Atento’s historical origin as a Telefónica captive and the long‑term Master Service Agreement that continues to govern significant business volume.
• Exposure to macroeconomic volatility, currency fluctuations, and regulatory changes in Latin American markets, which can affect revenue, margins and debt metrics despite Atento’s claims of maintaining stable margins during recessionary periods.
• Competitive pressure from other global and regional CRM/BPO providers, including the potential commoditization of standard contact‑center services and the challenge of maintaining differential value through digital and end‑to‑end solutions.
• Operational and human‑capital risks stemming from Atento’s large, labor‑intensive footprint, including turnover, labor disputes and wage inflation, which can materially impact service quality and profitability.
• Execution risk in Atento’s digital transformation strategy, including the need to invest in new technologies and tools while successfully monetizing digital offerings and maintaining margins against both traditional and digital‑native competitors.

Questions this deck invites

• What percentage of Atento’s total revenue in 2017–2018 was still derived from Telefónica, and how has that concentration evolved since the 2012–2018 amendments to the Master Service Agreement? Investors would seek precise client‑concentrati
• What portion of Atento’s 2018 revenue and EBITDA came from digital and non‑voice CRM/BPO solutions versus traditional contact‑center services, and what specific digital products or platforms drive that growth? This would validate the digita
• How do Atento’s operating margins, pricing structures and contract terms compare quantitatively to key competitors in Latin America and other global BPO providers, and what defenses does the company have against commoditization and price pr
• What is Atento’s medium‑term strategy for Brazil and other key markets that experienced recession and turnaround efforts, including specific operational initiatives, restructuring measures and expected margin trajectory?
• How does Atento plan to manage labor‑related risks—such as wage inflation, unionization, and turnover—across its 150,000‑strong workforce, and what investments in training, automation and workforce management are reflected in its financial

What founders can take from the Atento S.A. deck

• A public‑market investor deck for a services company can effectively anchor the narrative around a clear transformation story—in Atento’s case, evolving from a captive Telefónica call center into a diversified, independent CRM BPO leader—while tying that story to specific contractual milestones and
• Demonstrating scale and market leadership with concrete metrics (number of contact centers, countries, employees, workstations, and market‑share percentages by country) helps investors quickly understand the company’s competitive position and operational footprint.
• Highlighting long‑standing relationships with blue‑chip clients and high client‑retention rates can strengthen investor confidence in revenue durability, especially in B2B service businesses where recurring contracts are key.
• Explicitly segmenting the business into traditional CRM/BPO and higher‑value digital and end‑to‑end solutions, and linking this segmentation to growth and margin‑improvement data, can show investors where future value creation is expected.
• Addressing macroeconomic headwinds—such as Latin American recession—while showing stable margins and turnaround progress in key markets like Brazil can reassure investors about management’s ability to navigate volatility.
• Public investor decks that combine operational detail (platform scale, country footprint) with financial performance (revenue growth, EBITDA trends) and clear strategic priorities (digital, client diversification) can serve as strong reference documents for understanding a mature, listed company’s i

Atento S.A. pitch deck: common questions

What does Atento do?

Atento is a global CRM and BPO services provider that focuses primarily on customer relationship management solutions such as customer care, sales, collections, back office and technical support, with a leading presence in Latin America and additional nearshore services to U.S. clients.

Is the February 2018 Atento deck a startup fundraising pitch or a public investor presentation?

Atento became a publicly listed company on the New York Stock Exchange in October 2014 and its ordinary shares trade under the symbol ATTO. The February 2018 investor presentation is therefore a public market deck used to communicate strategy and performance to existing and prospective public investors, not a private venture fundraising pitch.

How is Atento related to Telefónica, and what transformation does the deck describe?

Telefonica announced the sale of Atento’s CRM business in October 2012, with the agreement ratified in December 2012; a Master Service Agreement was signed to regulate Atento’s relationship as a service provider to the Telefónica Group for nine years, later amended in 2014, 2016 and 2018. The 2018 deck references this history as Atento’s transformation from a captive call‑center operation for Telefónica into an independent, diversified CRM BPO provider.

What is Atento’s market position according to the 2018 investor deck?

Atento reports that it is the largest provider of CRM BPO solutions in Latin America and among the top five providers globally, with operations in around 13 countries and approximately 150,000 employees serving over 400 clients. The deck also shows market‑leading positions by CRM BPO market share in several Latin American countries, including #1 in markets such as Brazil and Peru.

What revenue level and growth does Atento report around the time of the 2018 presentation?

Atento’s fiscal year 2018 revenue was approximately US$1.92 billion, representing about 4.3% year‑on‑year growth from 2017, as reported in the company’s fourth‑quarter and full‑year 2018 results. Earlier 2018 earnings presentations show first‑half revenue of about US$963.8 million, with continued growth and margin improvement, particularly in Brazil.

Sources

Funding and outcome facts on this page were researched on 2026-08-21 from the pages below.

• Atento investor presentation feb.2018
• 2019
• Atento Reports Fiscal 2018 Fourth-Quarter Results Highlighted by Continued Sequential Margin Expansion in Brazil - Atento
• Relatório
• Consolidated-Annual-Accounts-2018.pdf
• Atento - Wikipedia
• Atento Reports Fiscal 2018 Third-Quarter Results...
• Atento Reports Fiscal 2018 First-Quarter Results Highlighted by...

Atento pitch deck slides

What each slide of the Atento pitch deck says

Slide 2

Disclaimer AtTer T0 This presentation is provided to you on the condition that you agree that you will hold it in strict confidence and not reproduce, disclose, forward or distribute it to any third party in whole or in part without the prior written consent of Atento S.A. ("Atento"). This presentation has been prepared by Atento. The information contained in this presentation is for informational purposes only. The information contained in this presentation is not investment or financial product advice and is not intended to be used as the basis for making an investment decision. This presentation has been prepared without taking into account the investment objectives, financial situation…

Slide 4

Atento At-A-Glance Company Overview ® Leading CRM BPO provider in Latin America and the fourth largest globally by revenue ® Growing end-to-end solutions for clients across all verticals & dedicated digital business unit m Long-standing relationships with blue-chip clients ® Superior pan-LatAm delivery platform 99 contact centers in 13 countries globally - 151,000+ employees & 91,000+ workstations globally = Unique people focus: only CRM BPO company among the 25 best multinationals to work for and the only LatAmbased company(!) ® Proven management team: strong constant currency growth with market share gains and stable margins despite severe LatAm macroeconomic recession Source: Company fil…

Slide 5

We Have Evolved From A Call Center of Telefonica to LatAm's #1 CRM BPO Solutions Provider J Aterto 1999 2014-Present®) 2017+ + TEF cost center « Public Company pos - Pure-play call center « Diversified CRM solutions | + Limited geographic scope + #1playerin Latin America | V Strengthen CRM BPO market \ leadership position, with Services ey | \ whitespace remaining across 100% 27% \ 3 a Scope of \ verticals and geographies Services \ Services \ 73% \ \ 19 \ v Expand addressable market via Revenues | | \ higher value-added solutions ($Bn) <05 - I | Vv Accelerate profitable growth Non-TEF TEF 2 3 gi ~10% 38% with mainstream digital Client Base TEF Non-TEF | ~90% 62% | wT jo Margin expansion du…

Slide 6

Long-lasting, Blue-Chip Client Base Highest client retention in the market, driven by excellence in service offering Loyal Client Base With Best-In-Class Retention Tech Global ERBITZ transportation & ~~ SAMSUNG Ridesharing App | Lenovo | Global Technology & Lenovo oo ~) Phone Company Other Financial Services ere 98.7% Client Bann tenon” IY costco ECTS Nestle 10+ year relationship ~ with ~60% of clients * interset Unilever 5+ year relationship HSBC J D) i o ents (2 Itau pe with 80% of clients B ConectCar Whirlpool Telcos vw & 9 Sources: Company filings (1) Client retention is based on an average of the last three years (2) As of 2016; length of relationship statistic excludes Telefonica

Slide 7

We Are The Only Scale Provider of Differentiated CRM BPO Solutions in LatAm Uniquely Positioned to Capture Digital Growth We Provide Differentiated The Only Platform to Serve Large End-To-End Customized Solutions Clients Across LatAm 2016 LatAm CRM BPO market share (%) Mexico 25%1 Colombia Brazil 9% 25% Peru 40%" v Relevant role in the client's value chain with I Atento #1 position higher specialization and customization Chile B Atento #4 posit ento osition v Fully integrated with client's tools and 25% 4 Processes Argentina v Intelligence and tools developed and i\ 18% provided by Atento v Strong momentum with leading, techenabled, global digital customers Sources: Frost & Sullivan, Gartne…

Slide text above is read directly from the Atento deck PDF embedded on this page.

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