Category Archives: News


On behalf of the whole business, I am delighted to announce that after a rigorous multi- stage tender process, CPM UK has been awarded an exciting new contract working with Samsung Electronics UK.

 

The contract includes the Television Audio Visual and Digital Appliances field and training teams.   CPM are thrilled and proud to have been awarded such a prestigious contract and to be working with this innovative brand that is truly leading the way in consumer electronics.   This award further strengthens CPM’s position as the number one sales agency across the globe.

 

The tender process gave CPM a  great opportunity to showcase our ideas, data analytics capability, innovation and above all our award winning talent programmes.   The contract includes the transfer of over 350 employees who will support the Samsung brand in 2020 and beyond, and we can’t wait to get started!  Our mission for Samsung is clear – to drive sales of the Samsung Electronics brand through amazing, personalised consumer experiences and retail staff training.

 

We are excited to be working with a premium field, training and promoter team and look forward to transferring and welcoming  new employees to our business in 2020.  Samsung joins a portfolio of many leading brands across a broad range of sectors including Technology, FMCG, Retail, DIY, Telco and many more.   At the heart of our success is our People and our continuous focus on acquiring, developing and retaining the very best talent in the industry.  For further information on how we do this and what our people think about CPM then please click here or you can visit www.cpmjobs.co.uk for more information on what it’s like working for us.

 

 

Karen Jackson

Managing Director, CPM UK

 

Balance for Better

October, 22nd 2019 – Barcelona

 

CPM Barcelona takes home Gold Team of the Year Award and Silver Business Change & Transformation Award at UK Customer Experience Awards 2019

 

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home Gold in the Team of the Year Award category and Silver in Business Change & Transformation Award category at the UK Customer Experience Awards (CXA).

 

The 10th edition of the CXA recognised those inspiring organisations who enhance their customer experience in many innovative ways and achieve tangible results from the initiatives that have been implemented. Winners were announced at an awards dinner soiree and ceremony held at Wembley, London on the 10th October.

 

Following  gruelling finalist presentations,  competing against 7 other shortlisted agencies; CPM were announced winners as Team of the Year category in recognition of our Talent & Development team’s outstanding commitment, passion and focus in bringing to life CPM values of Freedom, Innovation, Excellence, Respect and Integrity by encouraging our people to challenge themselves and broaden their experiences.

 

I am delighted that our Talent & Development team’s passion and the proven best practice approach they have created has been commended by industry experts.  Congratulations to the entire team for the ongoing hard work and dedication said Annette John, Business Unit Director at CPM Barcelona.

 

Likewise, CPM Airbnb Team won silver in the Business Change & Transformation Award category, beating 8 other nominated competitors. This recognition highlights the brilliant job of our Transformation Team in changing the future by building on our past and by empowering our smartest people and letting them shine, achieving an impressive 650% Airbnb campaign growth in 6 years, and transforming the way we empower out people to grow and develop.

 

I am very proud of my talented Transformation Team; our innovative and creative approach to transforming core working processes has been recognized by both our partner Airbnb and by top industry professionals. A heartfelt thank you to the Airbnb Transformation Team, “ said Tom Johnston, Business Unit Director at CPM Barcelona.

 

CPM is committed to continuous innovation in consumer engagement and driving operational excellence in Customer Experience (CX) and Sales. These awards acknowledge the amazing success of our teams and their innovative approach to CX. I would like to congratulate all of our short-listed and winning teams and commend their unwavering focus on delivering customer experience excellence,” says Fiona Whelan, Managing Director, CPM Barcelona

 

About UK Customer Experience Awards

The UK Customer Experience Awards has grown exponentially to become the biggest CX event of its kind in the world. This year the awards are bigger and better than ever as the event is celebrating its 10-year anniversary. The awards are unique in that the finalists also present their entry live on the day of the finals to a panel of independent judges, ensuring the fairest and most transparent scoring process possible. The UKCXA has been accredited with the prestigious Gold Awards Trust Mark from the Independent Awards Standards Council.

 

About CPM International Contact Centre – Barcelona

CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis.  CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Automotive, Retail and Travel industries and currently covers 26 languages across 71 markets.

 

For further information, contact:

Rachel Doyle | M: +34 638 140 620 | E: Rachel.doyle@es.cpm-int.com |W: http://www.cpm-int.com/icc/

August, 20th 2019 – Barcelona

CPM Barcelona shortlisted for 4 ECCCSA

 

CPM is delighted to announce that we have been shortlisted in four categories of the 19th  European Contact Centre and Customer Service Awards (ECCCSA); recognising industry leaders and innovators in the fields of Customer Experience and Contact Centres.

 

Under the Operational Effectiveness category; CPM has been shortlisted for Best Outsource Partnership with our partner, Agilent Technologies and Most Effective Improvement Programme in partnership with Airbnb.

 

In addition, our Airbnb Quality Management Team have been selected as finalists for Best Quality Team and CPM’s inhouse Talent and Development Team are finalists under Best Contact Centre Support Team category.

 

CPM is thrilled be to be shortlisted for 4 awards at the ECCCSA 2019; recognising our continued commitment to deliver operational excellence and innovation in CX and Sales. We are extremely proud of our strategic client partnerships and are excited to be have reached finalist stage with our clients, Agilent Technologies and Airbnb. I would like to wish all teams the very best of luck for the finalist stage,” says Fiona Whelan, Managing Director.

 

Winners will be announced on Tuesday 26th November 2019 at the ceremony taking place at Evolution venue at Battersea Park in London. Fiona Bruce, journalist and TV presenter, will be holding the evening that will host the most CX talented professionals.

 

Original finalist shortlist available here.

 

About the ECCCSA

As the longest running and largest awards programme in the customer contact industry, the European Contact Centre and Customer Service Awards (ECCCSAs) recognise organisations across Europe that are leading the way in delivering exceptional service to customers.

 

Highly regarded for its robust judging process, the ECCCSAs award organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively.

Being an ECCCSA winner is a prestigious accolade that has proven to raise the profile of the contact centre operation, its capabilities and its stars.

 

Now in their 19th year, the programme is seeing incredible growth with 19 countries participating in 2018 and over 1,200 people attended the awards evening representing the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.

 

About CPM International Contact Centre – Barcelona

CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis.  CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently covers 22+ languages across 65 markets.

 

 

 

For further information, contact:

Rachel Doyle | M: +34 638 140 620 | E: Rachel.doyle@es.cpm-int.com |W: http://www.cpm-int.com/icc/

In the 12 months since the launch of our retailer engagement app a lot has happened! We now have 12,000 retailers using the app to access brand content, advice and offers.

We are successfully helping clients like LRS, Diageo, Mars Wrigley, Concha Y Toro, Juul, Pepsico and AB Inbev to drive their sales in the convenience channel.

 

We wanted to celebrate our success this year and are delighted to be recognised as a finalist in the Retail Industry Awards 2019 for ‘Retailer Initiative of the Year’. As well as being a finalist, *shopt are also sponsoring the ‘Digital Innovation Award’ – where as part of the judging process, we have seen some brilliant entries and examples of innovation in this channel.

 

The Retail Industry Awards are taking place on Tuesday 17 September 2019. These prestigious awards celebrate the very best in the independent and multiple retail sector and are regarded as the ‘Oscar’s’ of the industry.   You can see a full list of finalists here https://retailindustryawards.com/2019/en/page/shortlist

 

We are looking forward to enjoying the night with our colleagues and clients, and of course, we are keeping everything crossed!

If you would like to understand more about *shopt, please get in touch.

hello@shopt.co.uk

 

 

Huge congratulations to CPM France for being winners once again at the POPAI Awards Paris 2019 , in Paris for Merchandising

 

The merchandising department of CPM France received a Bronze Award for the 2019 edition of POPAI Awards Paris.

 

Popai Awards Bronze Cewe

 

The project presented by CPM France and CEWE was selected by the jury in the « Commercial performance of a merchandising operation » category, part of « Merchandising Concept Roll-out ».

 

For the 2019 edition of POPAI Awards Paris, CPM chose to present a major merchandising operation for a new client, CEWE, who faced a notoriety issue in 2018. Following this merchandising concept roll-out made by CPM France, CEWE’s turnover has increased by 7%!

 

Two years ago, for the first edition of « Merchandising concept roll0out », CPM France has won the silver award for the Imagine programme at Bricomarché.

 

This article is also available in French!

 

For more information on the services we provide and how we can help you sell more to your customers click here

I regularly meet with brands who have never outsourced their sales activity before, and so we often end up in a conversation about how outsourcing works, and what the real benefits are.  If you, like many brands, have never outsourced before – then hopefully this article can help you to understand how it works, and answer some of the questions you may have around outsourcing.

So what are the key areas I often discuss with clients?

 

  1. Sales uplift vs Costs – It’s important for any investment to payback and outsourcing your field merchandising is no different. An outsourcing partner will work with you to create an ROI model that tracks costs vs sales uplift throughout the duration of any activity regardless of scale and size. This allows you to have visibility around the payback your investment is generating and to make tweaks to gain further ROI where applicable. For example; some clients find that focusing their field merchandising team on specific in store interventions drives a higher return and therefore you can be really targeted in the way in which you optimise the team’s time to drive the most value.  Your partner agency should be advising on the best way to optimise your coverage to drive the highest returns.  Working with a partner who understands and measures this level of detail provides you with the visibility to make strategic future decisions and the proof that having field merchandising support works. It is a common perception that outsourcing costs more than having your own sales team, however often costs can be misleading.  When field sales teams are embedded within a business, it can be hard to get a handle on the true cost of those teams.  Of course salaries, cars etc can all be factored in – but hidden costs around management, resources, bonus, expenses etc – can get lost into other departments.  When you outsource – you are able to have transparency over the total cost of the operation.  This enables return on investment calculations to be much more accurate.  Paying on a cost per call model with an outsourced partner can also bring other cost benefits around coverage – only paying for visits completed, giving you the comfort that calls you are spending on, are always productive.

  1. Flexibility – For me, this is so relevant in today’s uncertain economy. Outsourcing gives you flexibility.  Flexibility to switch activity on and off completely.  Flexibility to make changes to your activity – the in-call objectives and focus, the stores you are calling on, the frequency of callage – just to name a few.  Many brands that I speak to, cannot commit budget for a full year – their business works on shorter term tactical field sales budgets – so being able to determine from month to month what the allocated budget will be, can be beneficial for financial planning.  Flexibility is also important when trying new things – perhaps you want to see what happens if you start to focus a team on a specific store group – you can do that, with a no risk attitude that if it doesn’t pay back for you – you can just stop the activity, or re-direct the resource.

  1. Speed – To recruit, train and develop a team takes time – and money. Buying into a fully developed team allows you to hit the ground running from day 1.   Yes, the outsourced team will need to become fully adept in your brand – but the core sales skills and store relationships are in place from the moment you start using the team.  Being able to switch on activity within 48 hours, gives the confidence that outsourcing doesn’t just need to be a long term strategy – it can also be a reaction to a problem in store, competitor activity etc.

  1. Scale – Having an existing team, calling into Grocery stores day in day out, nationwide – means that you can scale up your activity as much as you want – and then scale it down again. This allows you to match your coverage based on your brand plans, and your budget.  Putting coverage into one area of the country v nationwide coverage, calling on the top 4 grocers, or focussing on just one – the choice is yours.

  1. Control – for brands who have not outsourced before, a common query is around a perceived lack of control. Outsourcing your sales team should not mean losing any level of control – quite the opposite.  It should keep you in the driving seat as to your brand objectives but with the added benefit of another voice to shape how to best achieve those objectives – a voice with experience across your category among many others.

  1. Gaining experience from other brands – One of the areas we hear clients talk about a lot, is learning from other brands and categories – and outsourcing gives a great opportunity to do this. An outsourcing partner will take the best learnings and findings from across their clients to help shape your activity.

 

So that’s it – plenty of reasons to re-think about outsourcing, certainly if it’s not something you have done before.  With more than 80 years experience working with brands in Grocery, and an average client tenure of 14.5 years – we like to think we have a pretty good steer on what good outsourcing looks like.  We work with our clients to understand what is important to them and create solutions that deliver on their objectives.

 

 

For us, a successful outsourcing partnership is:

 

Doing what we say we are going to do – it sounds simple, but plenty of agencies over promise and under deliver.  We believe it is vital to deliver on what has been agreed.

 

Trust and Transparency – working in partnership means there needs to be trust between brand and agency, and also transparency on both sides to really maximise the opportunity.

 

Continuously Improve & Evolve – we never stand still, and have continuous improvement imbedded into the way we operate, working with brands to strive for easy to deliver more and keep our clients ahead of their competition

 

If you would like to hear more around CPM helps brands just like you then get in touch.

michelle.stead@uk.cpm-int.com

 

We are delighted to share that we are continuing our partnership to deliver personalised customer experiences within Dixons Carphone, by extending our ‘Approved Demonstrator Agency’ status until April 2020.

 

Over the past few months we have undergone a thorough tender process, which has seen us demonstrate our previous campaign experience and operational set-up, as well as high focus on our talent attraction, retention and development approach.  People are at the heart of this work – putting our teams into Dixons Carphone stores on behalf of brands – so we were keen to impress with the development we have recently undertaken on our talent journey.  In 2018 we launched a brand new careers site www.cpmjobs.co.uk, making it easier for great talent to find us and work for us.  We are also accredited by Investors in People, reaching Gold status, which we are very proud of as recognition of the continual focus we have on talent.

 

“The customer, we have found, finds the technology exciting, but confusing and expensive.  They value help, not just in discovering and choosing the right technology for them but also in getting the most out of it over its life.”

Alex Baldock, Group Chief Executive, taken from the recent ‘H1 2018/2019 Interim Results and Strategy Update’.

 

As an accredited agency, CPM can play a crucial role in helping Dixons Carphone deliver their vision ‘We help everyone enjoy amazing technology’.  We will help customers really understand the technology – and provide an opportunity to see the value in a product, not just a blast of features and benefits.  This involves real in-depth understanding of each customer, allowing us to personalise each experience and make it relevant and engaging to that individual.

We are excited for the year ahead, so if you are a brand looking to drive customer experiences and sales in Dixons Carphone, please get in touch – mel.drummond@uk.cpm-int.com

 

 

Every year, colleagues from CPM UK are delighted to be invited to attend the Omniwomen Summit, bringing together people from all of the Omnicom agencies.  This year, along with other colleagues Michelle Stead attended.  We got 15 minutes with her to find out more about the day, and her key take-outs from the speakers…

 

Michelle, what were your perceptions of the summit ahead of attending?

 

I’d heard so many great things from colleagues who had attended the Omniwomen Summit before, so knew it was going to be a great day full of energy! I went with an open-mind but was very excited to know I was spending International Women’s Day at an event filled with likeminded individuals from across the Omnicom agencies, who all felt passionate about empowering women in the workplace. I was really looking forward to hearing from women who had been successful in their own careers and taking advice and learnings from their journeys that I could apply to my own.

 

What was the theme of the day?

 

The theme was all around supporting and celebrating diverse paths to leadership. We heard from a wide range of speakers including Ruth Hunt Chief Executive of Stonewall, Sophie walker Former Leader of The Women’s Equality Party and Sophia Thakur – Award Winning Poet.  Each of them have been on their own really interesting and different journeys – successful in their own right. It was really interesting to hear their points of view, the challenges they have faced on their way to the top and how they overcame these and used them to their benefit.

 

What breakout sessions did you choose?

 

I chose ‘Cracking Confidence’ with Alison Chadwick which was an interactive workshop providing techniques on how to crack confidence from the inside out and from the outside in. The session looked to help me use my natural strengths to tackle situations that feel challenging and make friends with the inner critic who can sometimes stop me in my tracks. I left the workshop armed with immediately usable tips and tools that will help me look as well as feel more confident in the future.

 

The second breakout session I picked was called ‘Making your words work for you’ with Sophia Thukur. After seeing her present on the main stage earlier on in the day, I was super-excited to learn more from the talented artist. This session was aimed at forcing myself to tap into my potential, learn how to approach problems with creative solutions and use confidence exercises specifically looking at posture, tone, pace and poise.

Both of the sessions left me feeling empowered and motivated with key learnings that I can now apply to my day job and support in making me the best version of myself.

 

What was the session that resonated the most with you and why?

 

I really enjoyed the ‘Breaking The Silence’ session which included a panel of Lorraine Jennings (Director of Services & Talent, NABS), Sean Betts (MD, Annalect), Jessica Geary (Senior Digital Media Director, RAPP) and Claire Sanderson (Editor in Chief Women’s Health). The sessions focussed on the individual mental health and wellbeing struggles that the panel had faced, and how they had overcome these challenges, and used the experiences to positive effect.  The session was really open and honest and it was moving to see such senior colleagues talk about their personal struggles.  It demonstrated that the path to success is not easy, and that we all need to do more to drive awareness – and open up about how we are feeling. With mental health being so topical at the moment I found it beneficial that the panel touched on this subject and took away lots of ways in which I can make a difference within my workplace to recognise the signs of any colleagues who may need someone to talk to, and what I can do to create a safe environment for individuals to open up.

 

After attending such an empowering event, what would your advice now be to your female colleagues?

 

This is a hard one as there was so much brilliant advice I took from the event but what really struck a chord with me was that it’s important to know and accept yourself, to be confident and comfortable with who you are and stay true to yourself on your journey to success. It’s vital to understand what it is you value, what are your strengths and keep true to them ALWAYS! Lastly and mostly importantly – don’t let the inner critic stop you from putting yourself out there, trying new challenges and getting you to where you want to be.

 

An introduction to Omniwomen

 

Omniwomen UK + Allies was initially set up 5 years ago with the goal to look at how as an organisation OMNICOM could increase the number, seniority and influence of women in leadership roles across the company. Since establishing, the Omniwomen Team have supported in getting more women into senior roles with 48% of Omnicom’s senior leadership now being female. But not one to stagnate, the Omniwomen UK + Allies Team want to do more and are making the commitment to enable women from all backgrounds to fulfil their potential and this year, are focussing their efforts on supporting and celebrating diverse paths to leadership. Every year Omniwomen UK + Allies hold a Leadership Summit bringing together around 300 colleagues from across the wider UK agencies all passionate about equality, diversity and inclusion and I was lucky enough to attend this year’s event on International Women’s Day.

 

 

Michelle Stead,

CPM UK

Welcome to our latest edition of Expert Speak ‘Balance for Better’ from Karen Jackson, MD, CPM UK to support #IWD2019 

 

Did you know?……….

 

RETURN ON EQUITY

On average companies with the highest percentages of women board directors outperformed those with the least by 53%

RETURN ON INVESTED CAPITAL

On average companies with the highest percentages of women board directors outperformed those with the least by 66%

RETURN ON SALES

On average companies with the highest percentages of women board directors outperformed those with the least by 42%

Companies in the top quartile for gender diversity are 15% more likely to have financial returns above their respective national industry mediansIn the UK greater gender diversity on the senior-executive team corresponded to the highest performance uplift in our data set; for every 10% increase in gender diversity, EBIT rose by 3.5%

Source: McKinsey, Catalyst

 

This years theme for International Women’s Day is #BalanceforBetter.

 

The aim is to build a gender-balanced world.

 

“Balance is not a women’s issue, it’s a business issue. The race is on for the gender-balanced boardroom, a gender-balanced government, gender-balanced media coverage, a gender-balance of employees, more gender-balance in wealth, gender-balanced sports coverage …Gender balance is essential for economies and communities to thrive.”

 

www.internationalwomensday.com

 

The gender ratio for the entire world population is 102 males to 100 females – a very gender balanced world I think!

 

It is also a fact that there is not a problem with female achievement and women now out-perform men in terms of educational attainment.  In addition, as women we are also “leaning in” and asking for promotions and negotiating salaries at the same rates as men and, contrary to conventional wisdom, we are now staying in the workforce – again at the same rate as men.

 

Therefore, to my very logical brain, it would make reasonable sense that the business world would be made up of a balanced number of equally paid males and females at every level within organisations.

 

So why are there only 30 women in full time executive roles at FTSE 250 companies (down from 38 last year), which amounts to just 6.4% of the total?  And why does the national Gender Pay Gap between males and females currently stand at 18.4%? (OfNS April 18).

 

I recognise that this is not an overnight fix and actually business and government are more committed than ever to balancing the gender equation.

 

Therefore, we need to push the agenda even harder and overall companies need to take more decisive action. We all need to start treating gender balance with as much importance as our other key business priorities like business growth and customer satisfaction.

 

This means holding our leaders and managers accountable for results, identifying and  closing gender gaps for both new hires but also for all promotions across the business. This certainly does not mean introducing any form of quota system but by first and foremost, having a talent attraction strategy that actively encourages and attracts gender balanced candidates for all roles within your business. Your recruitment process should be merit based, free from unconscious bias and should create excitement, foster confidence and bring out the very best in each and every candidate.

 

It also means creating an all-inclusive culture, where everyone feels supported, encouraged and given the confidence to progress their careers and achieve beyond what they thought they were capable of – I know I did!

 

At CPM we are committed to championing a Gender balanced workplace and recognise and understand that inclusion and diversity leads to greater business success. In our UK business, I am very proud to have a gender split of 42% Male, 58% Female and our UK board is split 50% female and 50% male. This is particularly pleasing for a sales organisation where typically “Women in Sales” usually account for less than 30%.

 

Having a diverse workforce based on opportunity and meritocracy is something that is deeply important to me and to CPM. As someone who has progressed through the business, I am passionate about creating development opportunities for anyone who wants them, whilst at the same time providing support programmes that give everyone – especially women – the confidence to progress their careers if they choose.

 

We work closely with our female employees to encourage and support the challenges they face with balancing their career & families, and to also build the confidence they sometimes lack to progress their careers. Our flexible working practices, part time roles, mentoring, support and sponsorship programmes, have not only driven positive gender balance across all roles within our business, but have also brought tangible benefits to both our Female and Male colleagues.

 

Whilst I recognise that there is always work to do to continually improve our business performance, culture and the diversity of our team, I am hugely proud of our progress to date and the engagement, passion, hard work and commitment from the CPM team.

 

Balance for Better

 

 

 

 

 

 

Karen Jackson,

MD, CPM UK

Balance for Better

#IWD2019 #BalanceforBetter

Are you ready to maximise your Grocery Sales this Easter? Did you know that consumers spent a smashing £900m within Grocery across all categories last Easter? From working with a range of clients across categories, we know just how important it is for brands to maximise sales over the holiday period through increased availability, incremental space and in-store execution. Don’t make it all about the egg this Easter, speak to us today to hear how CPM can help you crack this key selling period.

 

Calling into grocery, high street and discounters, our FLEX team of Retail Experts are ready to switch on when and where you need them, with as little as 48 hours’ notice. Our army of 300+ Business Development Executives have a wealth of experience within this field which allows them to create an impact in store and drive the highest return for our clients. Being in store every single day, across a range of brands the team have unrivalled relationships with the stores within their territory, acting as an extension of the store team which in turn allows us to influence decisions and drive real change for our clients.

 

Not sure which stores to call to drive the most impact? Leave that to us! CPM’s insight team can analyse your sales data to identify which stores to visit based on sales potential, footfall and our knowledge on the stores deemed to be the least compliant. We will make recommendations on when to call, where to call and the interventions to make to drive the highest ROI. Want to increase your ROI even further? We have the ability to use Predictive Analytics to deploy our FLEX Team into the right stores to fix issues before they actually happen, protecting chances of lost product sales. Our clients using Predictive Analytics are already seeing up to a 23% sales uplift.

 

Crack Easter this year by using our FLEX Team and accelerate sales immediately through in-store merchandising, promotional compliance, increase incremental space, stock management plus much, much more.

 

Ready to smash this Easter? Get in touch – 01844 261777 hello@uk.cpm-int.com

 



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