Category Archives: Customer Care


Case Studies
LEADING ALCOHOLIC DRINKS MANUFACTURER

Blended Field and Phone
The challenge

Our clients ambition is to grow sales of their brands and to partner with an agency that bring experience & expertise to drive sales. Having worked together since 2006, we work with our client to deliver an integrated field and telephone sales support team – supporting bars, restaurants and licensed café’s to increase brand visibility, drive ROS and identify new opportunities.

The blended field and phone solution provides a cost effective approach to managing the call files, reducing the cost to serve lower value and geographically hard to reach outlets. The cross trained flexible Telephone Account Managers also provide tactical callage to drive NPD and data cleanse within the dynamic on trade market.

Our Solution
  • We provide a team of 18 Customer Development Executives and 5 Telephone Account Managers providing support to outlets to retain our clients brands, ensure sufficient stock of branded glassware and improve visibility of brands to drive ROS.
  • Promotion of dual stocking and identify prospects for new brand sales.
  • Telephone team also provide vacancy coverage for internal regional field sales teams for high value call files, attend new business days in trade and make transfer orders.
  • Driving sales of new brands via sampling evenings and marketing promotions supporting bar/club staff in understanding how to ‘sell’ the brands we introduce.
  • Working to ensure quality of product is delivered to the end consumer by effective training and brand activations in a B2B approach.

Results

  • Brand retention across outlets at 97% v Target of 91%.
  • 2400 outlet training sessions run each year with a 92% mystery shop pass rate.
  • Yearly increase in ROS with 80% of outlets achieving ‘Fair Share’ or higher of projected sales.
  • Increasing dual format listing across country by 5% YOY, generating an additional £720,000 in revenue.

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Case Studies
LEADING FMCG MANUFACTURER

Omni-Channel Consumer Care team
The challenge

To provide an Omni-Channel Consumer Care team for our client, managing voice, email, whitemail and multiple social platforms across multiple brands,
Our client needed a team to manage contacts from consumers both within the UK & Ireland alongside also managing B2B contacts.

Our Solution
  • A dedicated Contact Centre team of 7FTE headed up by a Team Leader.
  • Flexible model in place to manage seasonal spikes throughout the year.
  • Fully blended team managing contacts across phone, email, whitemail and Social.
  • Bespoke training programme designed to provide a robust Induction to all new starters.
  • Integrated CRM solution for complaint management and insight reporting with unique features built to support critical alert procedures.

Results

  • External mystery shopping benchmarked our team at No.2 against 7 other FMCG brands. An increase of 4 places vs 2014
  • Annual SLA’s exceeded across all channels

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Case Studies
Airbnb

Customer Care, Multilingual Customer Support
The challenge

CPM are one of 10 global partners delivering a high performance, high quality, culturally focused first and second tier customer service.  We support the Airbnb community of guests and hosts worldwide.
Our multilingual, CX crewbies all have a passion for travel and great life experiences.
To ensure that Airbnb guests receive “Exceptional Customer Experience” in line with Airbnb values.
Our mission is to support Airbnb to become the Most Loved CX Team across the Globe.

Our Solution

For the first phase rollout, CPM recruited and trained 15 multilingual, highly skilled customer service specialists. Due to the success of Airbnb and their trust in the CPM account team we have grown over 5 years to 600+ customer specialists (Crewbies), operations managers, leads, certified trainers and QA coaches, real time analysts and work force managers.
The team provide a multichannel, first and second tier customer support handling trip and non trip related enquiries and situations.
Ongoing, in-depth product knowledge training provided to promote brand advocacy and ensure an Exceptional Customer Experience is provided to all Airbnb customers.
A culture bearer team set up to ensure preservation of Airbnb’s culture through events and team lead activities.

Results

In 2016 our CPM Crewbies had the highest NPS scoring across the entire global network for 8/12 months
In 2017 we are 30% more productive than the second closest vendor and have maintained NPS at the vendor benchmark.
The team handled over 1,5 million contacts last year.

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Case Studies
FMCG Client

Customer Care, Multilingual Customer Support
The challenge

CPM manage a Large FMCG Client Consumer Careline Service across their Drinks portfolio: Contact channels include phone, email and webform.
Markets covered: Belgium, France, Germany, Italy, Luxembourg, Netherlands, Switzerland , Portugal

Our Solution

CPM developed a Shared Service solution using our Multi-lingual Bureau Team at CPM Barcelona.
The customer service focused team are responsible for:

  • Ensuring all inbound contacts are responded to according to agreed timescales based on criticality criteria
  • Adding value to the consumer experience and exceeding expectation
  • Supporting promotional activity
  • Providing nutritional information to consumers
  • Accurately recording information into a bespoke CRM system, Crisis management cover (e.g. product recall)

Results

  • Since September 2015 go-live, the team have exceeded call service levels, achieving 95% of calls answered under 20 seconds. Our target is 80% of calls answered in 30 seconds.
  • Due to a product recall incident in February 2016, CPM successfully briefed and trained the Consumer Care Team to manage crisis management queries in under one hour.

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Case Studies
FMCG Brand EMEA

CPM Barcelona managing the multilingual consumer careline for FMCG Brand in our International Contact Centre
The challenge

CPM Barcelona manage the consumer careline for UK, ROI, Spain and Portugal for FMCG Brand EMEA brand portfolio in our International Contact Centre. Launched 3rd of February 2014 with 2 dedicated FTEs the team is now 3.5 FTEs plus a multilingual overflow to support peak in contacts. Our customer service focused team undertook induction training at client offices to ensure the team were fully immersed in the client brand and values.

Our Solution
  • CPM Barcelona provides our FMCG client with 3.5 English, Spanish and Portuguese speaker agents.
  • The team handle all matters of consumer support from general enquiries and complaints right through to hot topics including foreign bodies, or the amount of sugar in the products.
  • Bespoke, multichannel communication response via phone, email, white mail ensuring our client’s consumers receive a first class service and an exceptional customer experience.

Results

During last year more than 20.000 contacts were managed across the 4 countries
98% of calls handled within 30 seconds (80/30 target)
Exceptional Customer Experience delivered to each customer to drive customer satisfaction.

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Services
Sales Support & Order Management
Free up your time to sell with sales support and order management from CPM.
Our professional sales support and order management teams help your sales force to spend more time converting customers and making sales.

Our trained specialists deliver omnichannel sales support services via inbound and outbound calls, email, live chat and social media.

 

CPM’s sales support teams are often the primary interface between field sales reps, distributors and internal departments. It is our job to take care of your sales order management activity, stock and inventory, product inquiries, and investigation of order shipments to ensure efficient order processing and the accurate and timely delivery of goods.

 

You are advised and updated on all activities every day, ensuring your sales teams’ calls are focussed and optimised.

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Services
Multilingual Customer Support
CPM provides strong multi-lingual customer support in over 26 languages.
Speaking the same language as your customers is vital, but not just linguistically. CPM delivers real multi-lingual customer support, rooted in cultural understanding and familiarity, across Europe, the Middle East, Africa, Asia-Pacific and the Americas.

All of our customer support specialists are native or mother tongue speakers, ensuring that with each engagement, they deliver superior customer service to your clients.

 

As one of our clients, you will benefit from national, international and regional customer support programmes for tactical, promotional marketing and product recall call centre services and strategic omnichannel customer support and case management.

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Services
Customer Service
Delighting customers is fundamental to your brand’s Customer Service Strategy.
CPM’s award-winning Customer Service Outsourcing capabilities provide brands with a total customer care solution.

CPM’s award-winning Customer Service Outsourcing capabilities provide you with a total customer care solution that will effectively and efficiently:

  • Manage customer queries
  • Provide informed advice
  • Handle consumer complaints with care

All within your preferred communication channel.

 

If you are concerned about how to transition from in-house to outsourced customer care environments, we’ve got that covered. Our team has developed unrivalled expertise in this area, both at national and international level, across 92 markets. These highly trained customer care agents will provide omnichannel customer service to your customer base, connecting over the phone, email, white mail, social media and live chat channels.

 

From consumer care lines, multi-lingual customer support, and response handling, through to first line technical support, order management, sales support and relationship management, we deliver exceptional customer experiences to drive customer satisfaction and engender brand loyalty.

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