Category Archives: News


4th December 2017 – Barcelona 

 

CPM Barcelona takes home Silver Best Customer Service Team of the Year Award at the European Contact Centre & Customer Service Awards

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home Silver in the Best Customer Service Team of the Year Award category at the European Contact Centre and Customer Service Awards last night; recognising its revolutionary approach to Social Media and Customer Service!

 

Speaking about the awards, Tom Johnston, Business Unit Director – Sales through Service, CPM Barcelona said, “I am delighted that our ground-breaking and innovative approach to growing the online community, serving our millennials via their channel of choice and truly monetizing Social Media through customer service excellence, has earned the accolades of so many industry experts.”

 

“CPM is committed to innovation in consumer engagement and embracing digital channels as part of our industry-leading approach to omni-channel customer service.  This award acknowledges the amazing success and commitment of our social media team in delivering best-in-class customer service.  I am extremely proud of the team,” says Fiona Whelan, Managing Director.

 

This award recognizes CPM Barcelona for its forward-thinking and innovative approach to social media and social customer service. As customer experience specialists, CPM Barcelona delivers omni-channel customer service solutions for our blue-chip client portfolio, spanning 22+ languages and 65 markets.

 

Following a multi-stage award submission process, which included a face:face finalist presentation competing against 9 other shortlisted agencies; CPM were awarded Silver medal category winners at the awards ceremony held at the impressive Evolution venue in Battersea Park, London.

 

CPM Barcelona’s Social Media Team had already triumphed at the UK Customer Experience Awards earlier this year, scooping the prestigious Best in Class – International Social Media Award.

 

The European Contact Centre and Customer Service Awards (ECCCSAs) are the largest and longest running awards in the customer contact industry. Highly regarded for its robust judging process, the ECCCSAs recognise organisations that are leading the way in delivering exceptional service to customer.

 

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/

October, 19th 2017 – Barcelona
CPM Barcelona named Best in Class in Social Media at UK CX Awards

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home GOLD at the UK CX Awards – for International Business – Best in Class – Innovation in Social Media, as a result of the amazing work undertaken by our CPM Social Media Team!

 

The CX Awards are a prestigious award body who undertake and annual awards process recognising innovation in customer experience throughout Europe.

 

Following a gruelling finalist presentation competing against 5 other shortlisted agencies; CPM were announced as category winners at an awards dinner soiree and ceremony held at Wembley in London last month.

 

This award recognizes CPM Barcelona for its forward-thinking and innovative approach to social media and social customer service. As customer experience specialists, CPM Barcelona delivers omnichannel customer service solutions for our blue-chip client portfolio, spanning 22+ languages and 65 markets.

 

“Winning the Innovation in Social Media Award is a testament to CPM Barcelona’s dedication and commitment to constantly innovate when it comes to customer experience, “says Fiona Whelan, Managing Director, CPM Barcelona.
“We place a heavy focus on innovation and future visioning to optimise digital channels and ensure continued service excellence as channels proliferate; securing customer brand loyalty and generating long-term relationships between our clients’ customers and their brands.”

 

CPM Barcelona is also in the running for 4 other contact centre awards at this year’s European Contact Centre and Customer Service Awards and CCA Global Excellence Awards. Winner announcements will take place in November at the gala dinner award ceremonies.

 

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/

 

Each year Omnicom invites 60 of its brightest talents from across its 1,500 agency network to come and participate in a Senior Management Program (SMP) at Babson College in Boston, MA. Lectures and think-tank style discussional exercises are conducted by legendary Harvard Business School Professors such as Len Schlesinger, Thomas DeLong, Nancy Koehne and Luis Huete. This year, Sophie Chelmick from CPM Barcelona was one of the selected participants to attend this premier educational initiative.

 

“It was transformational” explains Sophie, a Business Unit Director within CPM Barcelona after successfully finishing the SMP graduate program this July. “Our lecturers; incredible, experienced professors both professionally and academically discussed real-world case studies, strategies and solutions enabling us to explore new methods and approaches to traditional leadership concepts” explains Sophie. “it was also an opportunity to network with execs from a wide spectrum of Omnicom agencies to share ideas for taking back into CPM – as well as some potential future collaborations with those agencies”.

 

“This was very special” Sophie goes on, “a new kind of understanding emerged amongst all of us; particularly regarding some of the shared challenges the agencies face and how together we may overcome some of them; how, even as Omnicom businesses we all have an urgent and pressing need to focus on new solutions and innovations if we are to survive the future and harness the digital revolution”.

 

A key part of the program is to lead an initiative inspired by the course teachings; Sophie explains; “I was particularly struck by AMV BBDO’s creation of “Flare” in direct response to the threat of creative crowd-sourcing agencies and I want to bring the concept of “self-disruptive innovation for survival” into CPM. My initiative will be around the future of work in the contact centre both from a tech and people perspective to meet future needs of customers and employees.”

 

“My insights were deeply personal and emotional as well as professional, I learned how critical it is to spend time with my family and that by doing so I can be more effective as a leader. I now want to to ensure I pass on these learnings to our amazing teams here at CPM so that all my CPM colleagues as well as our clients can concretely benefit from the Omnicom SMP program!”

 

Omnicom is an inter-connected global network of leading marketing communications companies. The Omnicom portfolio provides the best talent, creativity, technology and innovation to some of the world´s most iconic and successful brands. With 75,000 people working globally and serving 5,000 brands in a 24 / 7 / 365 world – Omnicom is made up of 1,500 agencies worldwide and CPM is one of those agencies.

London, United Kingdom, 26th June 2017

 

CPM first set up office in the UK in 1936 as an over-the-counter marketing agency and has continued to evolve and grow to become today’s global leader in integrated field sales, contact centre and digital sales services; representing over 200 blue chip global brands across a multitude of sectors.

 

Following its momentous 80 year anniversary in 2016, and with a strategic focus on expanding its new and existing client portfolio, CPM is delighted to announce the launch of a new logo, brand identity and website.

 

The new image signifies CPM’s continued growth and culture for innovation, whilst retaining the heritage and trust it has developed with its clients over the past 80 years through its brand promise: Using the power of insight to create influence and drive sales for our clients.

 

The new brand identity and logo is an evolution of the former visual elements with a modernized typeface, injection of colour and a revamped, powerful image library.

 

“The colours of the new logo (blue, green, and red) have been linked to each element of our brand promise of Insight, Influence, and Sales. We hope this will convey an image of confidence whilst offering energy and excitement.  As sales specialists this aligns perfectly with our company culture.”

 

Tom Preece, Group Chief Executive Officer.

 

To coincide with its fresh new image, CPM have also launched a new website to showcase its new brand identity using a responsive and easy-to-navigate menu design so that users can find their way around the site on any operating platform.

 

CPM will be rolling out the new identity to all assets as of 26th June 2017.

 

Speaking about the new brand entity, Group Chief Development Officer of CPM, Joost van de Ven remarked:

 

 “On the back of a significant year in 2016 celebrating 80 years in business, and to reflect our expanding client and service portfolio, this new brand identity and website reflects our client centric focus and commitment to technology and innovation, not only in the field but also in our contact centres and online. This is one of the core reasons our clients and employees alike choose to work with us! While we have developed ourselves as a global leader in outsourced sales over the past 80 years, we are always thinking outside the box and looking for fresh, high tech solutions which not only deliver a true competitive advantage but also drive incremental sales for our clients.”

 

CPM is the leading partner for outsourced sales solutions, with impressive global clients spanning FMCG, Retail, Technology, Automotive, and Financial sectors, to name a few.

 

To discover CPM’s new brand image, please see visit www.cpm-int.com.

 

CPM is a UK registered company, employing over 34,000 people across the globe. It is also a part of the Omnicom Group.

 

For queries, please contact CPM Group @ international@cpm-int.com

Web: www.cpm-int.com | Tel: +44 20 3481 1020

CPM International Group, 85 Strand, London, WC2R 0DW, UK

 

About CPM

CPM is an award-winning international outsourced sales agency specialising in field sales, contact centre and digital sales solutions working alongside our extensive portfolio of clients to deliver long-term strategic programmes and shorter term tactical campaigns.  CPM forms part of CPM Group, one of the world’s largest outsourced field marketing and sales companies. CPM is a part of the DAS Group of Companies.

 

About Diversified Agency Services

Diversified Agency Services (DAS), a division of Omnicom Group Inc. (NYSE:OMC) (www.omnicomgroup.com), manages Omnicom’s holdings in a variety of marketing communications disciplines. DAS includes over 200 companies, which operate through a combination of networks and regional organizations, serving international and local clients through more than 700 offices in 71 countries.

 

About Omnicom Group Inc.

Omnicom Group Inc. (www.omnicomgroup.com) is a leading global marketing and corporate communications company. Omnicom’s branded networks and numerous specialty firms provide advertising, strategic media planning and buying, digital and interactive marketing, direct and promotional marketing, public relations and other specialty communications services to over 5,000 clients in more than 100 countries.

2016 marks CPM International Group’s 80th anniversary. CPM first set up office in the UK in 1936 as an over-the-counter marketing agency and since then, the business has continued to evolve and grow to become today’s global leader in integrated field marketing, contact centre and digital marketing services; representing over 200 blue chip global brands across a multitude of sectors.
80 years young. We are faster, sharper and more innovative than ever before

Today, CPM celebrates 80 Years in Sales; 80 years of delivering incremental revenue for its client brands through its brand promise: Using the power of insight to create influence and drive sales for our clients.
The success and evolution of the CPM brand can be witnessed in the key company stats below:

  • CPM employs over 37,000 people across the globe.
  • The global business will deliver more than $3 billion of sales for its clients
  • CPM will make over 20 million face-to-face sales calls in retail across the globe
  • CPM will undertake over 150,000 audits across 40 international markets for our clients
  • Its international multi-channel contact centres will handle more than 20 million inbound and outbound sales & customer care calls this year in 32 languages across 92 international markets.
  • CPM will carry out over 1.8 million sampling/demonstration days

Speaking about the anniversary, Group Chief Development Officer of CPM, Joost van de Ven remarked:
“We are delighted to celebrate 80 Years in Sales. While we have developed ourselves as a global leader in outsourced sales over the past 80 years; we are forever evolving our service offering and technologies to ensure we are delivering innovative sales solutions which deliver true competitive advantage and incremental sales for our clients.”
CPM is the leading partner for outsourced sales solutions, with impressive global clients spanning FMCG, Retail, Technology, Automotive and Financial sectors, to name a few. The special partnership CPM has with clients is all about transparency, trust and performance – old fashioned values that work well in a very modern world, and which is also the reason its client base continues to grow.
For further information on the CPM Group heritage, please see the Company Timeline.
CPM is a UK registered company, employing over 37,000 people across the globe. It is also a part of the Omnicom Group.
For queries, please contact CPM Group @ international@cpm-int.com
Web: www.cpm-int.com | Tel: +44 20 3481 1020
CPM International Group, 239 Old Marylebone Road, London, NW1 5QT, UK
About CPM
CPM is an award-winning international outsourced sales agency specialising in field marketing, contact centre and digital marketing solutions working alongside our extensive portfolio of clients to deliver long-term strategic programmes and shorter term tactical campaigns. CPM forms part of CPM Group, one of the world’s largest outsourced field marketing and sales companies. CPM is a part of the DAS Group of Companies.

About Diversified Agency Services
Diversified Agency Services (DAS), a division of Omnicom Group Inc. (NYSE:OMC) (www.omnicomgroup.com), manages Omnicom’s holdings in a variety of marketing communications disciplines. DAS includes over 200 companies, which operate through a combination of networks and regional organizations, serving international and local clients through more than 700 offices in 71 countries.

About Omnicom Group Inc.
Omnicom Group Inc. (www.omnicomgroup.com) is a leading global marketing and corporate communications company. Omnicom’s branded networks and numerous specialty firms provide advertising, strategic media planning and buying, digital and interactive marketing, direct and promotional marketing, public relations and other specialty communications services to over 5,000 clients in more than 100 countries.

CPM International proudly present detail, a revolutionary new way to help brands and businesses with merchandising online. It ensures your availability at your retailer sites and maximizes your online intelligence and your ability to be sold online, 24/7.

For the past 15 years, e-commerce has grown from a fresh idea into a booming billion-euro business. This digital shift, where opportunities as well as disturbances multiply in a split second, creates a whole new ballpark for brands and businesses looking to promote their goods online.

Whilst retail merchandising in physical stores is an important and carefully executed scheme, merchandising online is still a guessing game. Most brands and businesses have no idea if their products are visible and buyable online or if their products are in the best position to be sold.

In order to help with this, we have launched detail, as probably the best merchandising online solution in the market, providing the following benefits:

  • It ensures that you are visible online where you should be.
  • It ensures that your products are always available to buy where they are listed online.
  • It provides you with real-time price intelligence for your products across all listed sites.
  • It monitors your competition and their activities online.
  • It monitors your share of shelf online, and how your SKUs rank at each retailer.
  • It helps you to be compliant in your online exposure at your retailer sites.

For further information, contact CPM at international@cpm-int.com and +44 (0)20 3481 1020, or visit www.cpm-int.com/detail.

About the detail merchandising online solution:
detail merchandising online solution (www.detailonline.com) is a Nordic invention, brought to the global market via CPM International.

Contact within detail merchandising online solution is Joakim Gavelin, Senior Partner at gavelin@detailonline.com or +46 70 694 16 00.

About CPM
CPM is an award-winning international outsourced sales agency specialising in field marketing, contact centre and digital marketing solutions working alongside our extensive portfolio of clients to deliver long-term strategic programmes and shorter term tactical campaigns. CPM forms part of CPM Group, one of the world’s largest outsourced field marketing and sales companies. CPM is a part of the DAS Group of Companies.

About the DAS Group of Companies
The DAS Group of Companies, a division of Omnicom Group Inc. (NYSE: OMC) (www.omnicomgroup.com), is a global group of marketing services companies. DAS includes over 200 companies in the following marketing disciplines: specialty, PR, healthcare, CRM, events, promotional marketing, branding and research. Operating through a combination of networks and regional organizations, DAS serves international, regional, national and local clients through more than 700 offices in 71 countries.

We are extremely proud of the great culture we have created across our global office base, spanning EMEA, Asia Pacific and US marketplaces.
We have over 37,000 employees working for CPM’s blue chip clients across the field and in our multi-channel contact centres.
Many of our staff have been working in the business for over 20 years and as part of our 80 year celebrations ; we invited our employees , both old and new , to share their thoughts on how far the business has come.

Tom Preece, Group CEO:
“One of the major changes has been the acceptance of outsourcing and its advantages which have increased significantly since I have been with the business…I see a bright future for CPM in terms of continuing to be relevant to client needs in marketing and selling their products.”

Zrinka Schaefer, Head of Recruitment Centre, CPM Germany:
“A lot has changed since I first set foot in the company 26 years ago. Our line of business has become more diverse and international.”

Over 200 delegates from OMNICOM agencies throughout the UK attended an inspirational thought provoking day hearing from guest speakers covering a range of topics that impact women in leadership within the working environment on a daily basis.

Keynote speakers on the day included:

Emma Sergeant President of the Europe DAS Group chaired the event and introduced Natalie Brzezinski, CEO of Symposium Stockholm who spoke about how impactful Social Media is in the world today and how self-belief and resilience are the key to her successful career to date.

Amir A. Dossal Founder and President of the Global Partnerships Forum shared his career at the UN. He called out the importance of Women’s influence in business and in his life personally.

Sophie Daranyi Chairman, Haygarth. Her message to us was to be our authentic self and it is ok to be a working mother, speaking openly about strong communication at home being key to getting the balance right.

Ruth Hunt Chief Executive, Stonewall took us on an enlightening and humorous journey through her career and the advances seen in LGBT rights to which she has been highly influential.

During the breakout sessions topics were covered including:

‘Is a great leader a resilient leader’ and that it’s not about achieving a ‘work life balance’ it’s about ‘life balance’ where home and career are intrinsically linked. Ali and Rose’s own career and home life journeys provided useful insight in managing ‘Hairdryer moments’ through the lens of ‘perspective’.

‘The Psychology of Wellbeing and Resilience’ Looking at the signs of Survival mode vs Competence mode with survival mode bringing strong emotions that hi-jack competent thinking. John Perry provided some top tips in how to remain in competent mode through the ability to choose one thought over another.

The event finished with key speakers sharing their pledges for ‘being bold for change’ along with many top tips to take away including; Finding the rainbow and following it, if not a worry in 5 years don’t spend 5 minutes worrying, play from a straight bat and back yourself.

CPM attendees confirmed the day provided an excellent environment to be involved in a high profile learning and development forum; offering the ability to network with senior women across OMNICOM and wider client industries; along with celebrating women in the workplace.

CPM are delighted to be part of this initiative and have undertaken a number of activities across our field marketing and call centre business to celebrate women in the workplace, including supporting ‘Smart Works’ providing business clothing helping low income women back to work, helping them feel confident and look fabulous for job interviews.

It’s official: CPM UK has been listed amongst the best companies in the world for people management. We’ve received the coveted Gold level Investors in People accreditation. This is the international standard for the way businesses lead, support and inspire their people.

We’ve just completed our fourth Investors in People assessment since we first achieved the standard in 2004. We were delighted to reach Silver status in 2013 and now we join the élite – only 8% of businesses in the UK holding the Investors in People accreditation have reached Gold level.

CPM UK Managing Director Karen Jackson says: “One of CPM’s core strategic focus areas is the empowerment of our people, so we couldn’t be more proud to have received this, the ultimate accolade.

“We’ve increased our focus on career development over the last two years – for field, Contact Centre and Head Office staff.  We’re providing the structure, tools and awareness for our people to manage their own careers and this includes making online learning resources accessible for all.”

CPM’s IIP assessor emphasised the high level of engagement amongst our people, describing us as passionate, proud and energetic with a strong culture of wanting to improve and deliver the best for clients.

She commented: “It is a supportive, caring and dynamic business for those who want to work hard and play their part”.

Karen Jackson adds: “Everyone in the company is encouraged to seize development opportunities, and we’ve given our managers the framework, skills and behaviours to motivate and inspire their teams. At the same time, we pursue a ‘Grow our Own’ ethos, supporting people to build on their capabilities and be rewarded with promotion.

“We also provide a two-way communication channel between our Board and staff representatives, encouraging grass roots ideas and quickly resolving any perceived issues. We’re delighted but not surprised that the ‘Morale’ and ‘Enthusiasm’ scores on our employee surveys have surged in recent years.”

Alex McKay, Chairman – CPM Australia and Co-Author of International Retailing Books , including the latest CPM – sponsored book, Brand Activation: Implementing the Real Drivers of Sales and Profit; is interviewed in Australia’s leading retail magazine, Retail World.

Alex discusses the how the future of retail lies in activating customer and not brands; and mentions that companies need to re-evaluate how to they optimise their resources to create value for both the brand and the end customer.

“The principles of activation haven’t changed. They just needed to be adapted to an evolving environment,” says Alex.

Download the full interview below.

About Brand Activation: Implementing the Real Drivers of Sales and Profit:
The book takes a microscope to the consumer purchase journey, examining the effectiveness of different channels and touchpoints in driving sales. It draws on global insights, our own experience and comprehensive research we conducted in collaboration with the Australian Consumer, Retail and Service Research Unit (ACRS). The research revealed a number of important insights. A key finding is that, confronted with today’s digitally disruptive and over-saturated media environment, more purchase decisions are being made closer to the moment of sale. Our authors and contributors include: Dr. Sean Sands, Managing Director of the Australian Consumer, Retail, and Services (ACRS), Graham Brown, CPM Alumni, and Alex McKay, CPM Chairman, Thailand and Australia.

About CPM:
CPM is an award-winning international outsourced sales agency specialising in field marketing, contact centre and digital marketing solutions working alongside our extensive portfolio of  clients to deliver long-term strategic programmes and shorter term tactical campaigns.  CPM forms part of CPM Group, one of the world’s largest outsourced field marketing and sales companies. CPM is a part of the DAS Group of Companies.



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