Issue 2 2017

LATINAMERICANEWS / Issue 2 2017 7 NEWS , Peru had the lowest penetration with 47.3. Despite the country’s economic progress, cash remains the primary payment instrument, as a portion of population - especially in rural areas - still do not have access to basic financial services. However, payment cards are emerging as a substitute for cash, as the government and banks begin to provide basic financial access to the unbanked population. Pay-later card penetration in Brazil measured 83.5 cards per 100 individuals in 2016, compared to its peers: Argentina (87.0), Chile (74.4), Venezuela (59.1), Colombia (30.4), Mexico (25.1) and Peru (21.8). The growing lower- and middle-class populations have fuelled credit card penetration. In November 2010, the National Monetary Council made it compulsory for banks to provide basic credit cards with lower annual fees than cards offering benefits or rewards such as air miles or insurance cover. Brazilian e-commerce market posted a review-period (2012- 16) compound annual growth rate (CAGR) of 21.42%, growing from $7.40bn (BRL 24.10 billion) in 2012 to $16.10bn (BRL 52.40 billion) in 2016 and is anticipated to reach $23.10bn (BRL 75.10 billion) by 2020. Payment cards remain the most popular payment method among online shoppers, accounting for 66.3% of the total e-commerce transaction value in 2016. Banco Central do Brasil, the country’s central bank, has simplified the process of opening a bank account, facilitating access to basic banking products such as bank accounts and debit Mr. Llaguno is a member of Atento’s Executive Committee and reports to Atento’s Chief Executive Officer Alejandro Reynal. As Atento Mexico Regional Director, Mr. Llaguno will lead the commercial activities and operations of the company in the country, one of the largest markets for Atento in terms of revenues, number of clients, employees and customer relationship centres. Mr. Llaguno will also be responsible for strengthening and expanding Atento’s leadership position in the CRM/BPO market in Mexico, where the company is the number one provider (Frost & Sullivan 2015). Alejandro Reynal, Atento’s Chief Executive Officer commented, “Rodrigo is a terrific addition to Atento’s team. We are delighted to bring him on board to lead our Mexico operations.” Mr. Reynal added, “The CRM/BPO industry is changing at a fast speed, creating opportunities for the right player in the markets for growth. We believe Mexico is one of these markets for Atento. Rodrigo’s unique expertise and knowledge will be instrumental to expand our market leadership position in this important geography for our growth strategy.” “Atento has an unrivalled commitment to be at the forefront of the CRM/BPO industry providing unique solutions to manage the customer experience for more than 400 clients worldwide. This commitment is why Atento is the industry leader in Latin America and among the top providers in the world. I am excited to join such a fantastic team and look forward to bringing the Atento Mexico leadership position to new heights,” said Mr. Llaguno Mr. Llaguno combines more than 15 years’ experience in leadership roles within large and medium- sized companies in Latin America with a strong focus on growth, customer services and contact centres. Before joining Atento, he held the position of Corporate Vice-President, Customer Experience at Aeromexico, where he was responsible for the customer experience strategy, service culture efforts, customer processes and analytics as well as customer care for the whole organisation. From 2010 to 2016 he held the position of Vice-President, Customer Experience, at Avianca Holdings. Previously, he held leadership positions within the areas of customer services, marketing and sales in other aviation sector companies such as TACA Airlines and consumer products companies in Latin America. Rodrigo Llaguno is a Chemical Engineer from the Monterrey Institute of Technology and Higher Education in Mexico and has an MBA from Harvard Business School. For more information visit www. cards. Accounts can be opened by individuals free of charge in government-owned banks, with no maintenance fee charged. Furthermore, the government has introduced the Bolsa Familia program to help low-income families. The report The Cards and Payments Industry in Brazil: Emerging trends and opportunities to 2020 provides detailed analysis of market trends in the Brazilian cards and payments industry. It provides values and volumes for several key performance indicators in the industry, including credit transfers, payment cards, cash, direct debits and cheques during the review-period (2012-16e). This report provides the following analysis: - Current and forecast values for each market in the Brazilian cards and payments industry, including debit, credit and charge cards; - Detailed insights into payment instruments including credit transfers, cash, cheques, direct debit and payment cards. It also, includes an overview of the country’s key alternative payment instruments; - E-commerce market analysis and payment methods and; - Analysis of various market drivers and regulations governing the Brazilian cards and payments industry. - Detailed analysis of strategies adopted by banks and other institutions to market debit, credit and charge cards. Read the full report: www. Cards-and-Payments-Industry- in-Brazil-Emerging-Trends-and- Opportunities-to.html Atento Appoints Rodrigo Llaguno as Mexico Regional Director In 2016, debit card penetration in Brazil stood at 159.6, the highest in comparison to its regional peers - Chile with 122.2, Mexico with 113.3, Venezuela with 92.4, Argentina with 91.5 and Colombia with 49.6. This was according to research fromReportLinker. Atento S.A., the leading provider of customer relationshipmanagement and business process outsourcing services in Latin America and one of the top five providers worldwide, announced that it has appointed Rodrigo Llaguno, as Atento Mexico regional director.