Category Archives: Services


Services
International Contact Centre
CPM is an international contact centre specialist with a footprint spanning America, EMEA and Asia-Pacific.

That helps you because we protect and grow your market share by delivering exceptional customer experiences and high performance telesales programmes on a local, regional or global basis.

 

Every day, over 3500 international contact centre employees provide bespoke, multilingual, customer support solutions, in 26 languages, across 92 markets. We engage thousands of consumers in positive conversations through inbound and outbound telesales, telephone account management and customer service solutions.

 

CPM’s highly trained contact centre teams become your brand ambassadors. Combining industry knowledge and insight with the latest contact centre technology, you enjoy highly efficient telesales, customer service and technical support teams, and your customers get an exceptional contact centre experience.

 

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Services
Digital
Digital is a fundamental part of the integrated sales solutions that we provide for our clients.

Great digital sales solutions are effective because they are simple, easy to use and combine years of retail, consumer and multiple sector experience with a thorough understanding of today’s consumer.

 

Working alongside our technology specialist OMNI ISG, CPM brings together national and international, multilingual sales and retail teams, across all digital platforms. Web and mobile are woven seamlessly into digital campaigns that embrace RFID (Radio Frequency Identification) and NFC (Near Field Communication) technology to provide you integrated in-store communications, mobile on-site sales activation, social media amplification and online sales optimisation.

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Services
Customer Care
Outstanding customer care leads to strong, loyal relationships.
The satisfaction of your customers is paramount, which is why our front-line customer care specialists are experts in listening to, engaging with and supporting your customers.

We are not just talking about great customer service outsourcing; we help you forge authentic human connections that fulfil your brand’s promise and delight your customers.

 

How can you be sure we know what we are doing?

 

CPM’s customer contact centres engage in over 27 million customer conversations every year. Our multilingual customer support teams become your customer care teams, speaking in 26 languages across 92 markets around the world. Inbound response handling, technical helpdesks and care lines all provide opportunities for relationship development that turns repeat customers into lifetime customers and advocates for your brand.

 

Our online customer service teams monitor and engage on social media to manage all your online communities and facilitate customer conversations with online technical support.

 

From strong sales support through online order management, order tracking and payment processing services, CPM delivers complete customer care solutions.

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Services
Consumer Activation
When it comes to consumer activations, over the next 12 months, we will carry out in excess of 1.5 million sales demonstrations and sampling days with the sole objective of turning shoppers into buyers.

Founded on the belief that it would only sell if it could be seen, we take a creative approach to active selling.

 

Retail activation and employee engagement form part of our experiential marketing approach to sales promotion. This could be building a team of enthusiastic ambassadors for your brand directly encouraging consumers to connect with you through trial and adoption. Alternatively, it might be a more complicated sales proposition where people are invited to learn more through an experiential marketing campaign that engages your customers and immediately boosts sales.

 

CPM has been creating world leading events and promotions for over 80 years. We pioneered active selling, and we continue to innovate and develop original sales activation programmes every day.

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Services
Merchandising
Effective merchandising and retail displays - two key elements to driving sales and gaining a true in-store competitive advantage.

The retail division of CPM is where our story started, and no one knows more about effective merchandising and building productive relationships with retailers.

 

For over 80 years we have constantly learnt and reapplied our knowledge and merchandising experience to point of sale (POS), promotional management, new product launches and of course, visual merchandising.

 

Merchandising is a key sales promotion tool. We will support your investment with our mystery shopping team to ensure POS compliance and provide you with fully audited reports.

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Auditing
Comprehensive retail auditing is more than just delivering point of sale compliance (POS Compliance).

CPM's field research teams make over 20 million visits to retail stores every year, gathering sales intelligence that leads to fact-based insights that will help influence your relationship with retailers and drive consumer sales.

 

Our suite of mystery shopping services goes beyond in-store visits. It embraces face-to-face, telephone and online points of contact with your consumers so that you can accurately track and improve customer experience.

 

We even monitor and audit social media and online chat to gather consumer views and continuously compare them to your sales performance. This enables you to make informed decisions, adapt sales strategy and measure the impact of sales promotion campaigns.

 

At CPM, whether you are looking for comprehensive auditing of consumer behaviour, net promoter scores, or retail compliance, we will build a bespoke programme for your brand anywhere in the world.

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Services
Sales
CPM is all about improving sales volumes.
By outsourcing to our specialist teams, you will benefit from increased sales. In fact, this year alone we will deliver $4 billion of sales. Plus, you will have a team on your side that is always searching for new ways to innovate and increase sales.

Think of the impact it will make to your business having the sales skills and experience of over 34,000 people, working right around the world, as an extension of your field sales and telemarketing teams.

 

Our performance speaks for itself:

  • Our field sales team will make more than 15 million visits to retail stores this year
  • We are trusted to handle over 27 million customer conversations this year alone, successfully

If you are looking for a contact centre partner, we will select dynamic teams to make sure you hit your sales targets through a blend of direct sales, field sales, syndicated sales, telesales and telephone account management professionals.

 

Also, we have our own CPM Sales Academy to help train and improve both sales force and telephone account management teams.

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Services
Sales Academy
Help your sales professionals reach their potential with CPM’s Sales Academy.
CPM’s Sales Academy is a specialist training consultancy enabling top brand sales teams and managers to improve their mindset and sales skills.

Over the years, we have trained hundreds of sales teams. But we also believe in the value of learning from their field experiences to help us continuously evolve best sales practice. Having drawn on decades of sales experience from around the globe, we truly understand buyer psychology, neuroscience and how to reach peak performance.

 

CPM’s Sales Academy immediately boosts sales performance and achieves measurable, long-term results. Working alongside behavioural specialists, using real-life sales situations in our live studio, we help sales professionals build confidence, learn and embed new skills.

 

Our award-winning Sales Manager Programme enables team leaders to coach, motivate and stretch their sales teams. Using a blend of actor-led exercises, profiling, emotional intelligence and focused leadership techniques, sales managers gain the knowledge and skills they need to inspire and develop their sales teams long into the future.

 

CPM’s sales training is always aligned with commercial goals and currently boasts short and long-term sales improvement of 7% - 40%.

 

The CPM Sales Academy programme includes:

1. Mindset training
2. Face-to-face sales
3. Telephone sales
4. Presentation skills
5. Sales management training
6. Insights Discovery Personality Profiling

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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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