Category Archives: Customer Care


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

Customer Care, Multilingual Customer Support

The challenge

Management of the consumer careline for UK, ROI, Spain and Portugal for FMCG Client brand portfolio. 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 provide 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 like foreign body found or sugar in the products.
  • Bespoke, multichannel communication response via phone, email, white mail ensuring our client’s consumers receive a first class service by making the difference.

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

Technical Support

CPM’s technical support teams are there in a customer’s moment of need.
CPM’s technical support teams deliver a knowledgeable, trustworthy and professional service to our clients’ customers with a friendly, customer service oriented approach.

We offer first line service desk and second line technical support services in over 26 languages, across 92 markets, with the ability to provide extended opening hour service, in line with our clients’ needs.

 

In addition to the familiar communications channels of phone and email, our technical support specialists are trained to handle social media and live chat support, providing, product installation, after sales support, troubleshooting, order management, field engineer support and appointment setting services.

Our services include...

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Services

Sales Support & Order Management

With sales support and order management from CPM, our clients are free to sell.
CPM’s professional sales support and order management teams enable our clients’ sales force to spend more time converting customers and making sales.

Our trained specialists deliver omni-channel 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. We take care of the sales order management activity, stock and inventory, product inquiries, and investigating order shipments to ensure efficient order processing and the accurate and timely delivery of goods.

 

Our clients are advised and updated on all activities every day, ensuring their 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.

CPM is a global organisation with a local presence offering true 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 are delivering superior customer service for our clients’ customers.

 

CPM provides clients with national, international and regional customer support programmes for tactical, promotional marketing and product recall call centre services and strategic omni-channel customer support and case management.

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Services

Customer Service Outsourcing

At CPM we believe that delighting customers is fundamental to a brands’ Customer Service Strategy.
CPM’s award-winning Customer Service Outsourcing capabilities provide brands with a total customer care solution.

We will effectively and efficiently manage customer queries, provide informed advice, handle consumer complaints with care and all within the customer’s preferred communication channel.

 

CPM has developed unrivalled expertise in managing the transition process from in-house to outsourced customer care environments at national or international level, across 92 markets. Our highly-trained customer care agents provide omni-channel customer service to our clients’ customer base, connecting over phone, email, whitemail, social media and live chat channels.

 

From consumer carelines, multi-lingual customer support, 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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