Category Archives: Services


Services

International Contact Centre

CPM is an international contact centre specialist with a footprint spanning America, EMEA and Asia Pacific. We protect and grow market share for our clients 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 deliver 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 our clients’ brand ambassadors. We combine industry knowledge and insight with the latest contact centre technology to provide our clients with highly effective telesales, customer service and technical support teams, and their customers with an exceptional contact centre experience.

 

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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.

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.

 

Digital Sales Solutions
Digital sales solutions help to provide our clients with a well-rounded omnichanel solution. Ensuring the customer is being nurtured through the life cycle of a sale is imperative for us and our client and allows us to manage the journey from start to finish.

 

CPM can provide a host of digital solutions to assist your business in driving sales through the digital channel.

 

These include:

Digital sales teams to help fulfil sales and follow up on Expressions of interest

Customer care teams to manage your social media monitoring and responding to customer concerns and queries

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Customer Care

We are passionate about Customer Care!
As a powerful voice for our clients’ brands, CPM places your customers at the heart of everything we do. Our front-line customer care specialists are experts in listening to, engaging with and supporting your customers. At CPM we go beyond great customer service outsourcing. We forge authentic human connections that fulfil your brand’s promise and delight your customers.

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. We manage 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

Consumer Activations are what we do. Over the next 12 months we will carry out over 1.5 million sales demonstrations and sampling days with the sole objective of turning shoppers into buyers.

CPM was founded on the belief that it would only sell if it could be seen and 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 forming a team of enthusiastic ambassadors for your brand directly encouraging consumers to connect with your brand through trial and adoption. Or, it might be a more complex sales proposition where people are encouraged to learn more through an experiential marketing campaign that engages your customers and immediately boosts sales.

 

CPM has created 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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Merchandising

Effective merchandising and retail displays are key to driving sales and gaining a genuine in-store competitive advantage. and is how CPM was originally founded.

We have 80 years experience worldwide and 30 years in Ireland and we have constantly learnt and reapplied our knowledge and experience to point of sale (POS), promotional management, new product launches and of course, visual merchandising.

 

We understand that merchandising is a key sales promotion tool. If your brand is not on shelf, that's a missed sales opportunity. That's why we specialise in creating tailored sales strategies to maximise every opportunity. And with our strategically led creative solutions you'll stand a much better chance of standing out in the few seconds it takes a consumer to make that purchasing decision.

We'll also make sure that your brand is on shelf through POS placement and stock control and we can support your investment with our mystery shopping team to ensure POS compliance and provide you with fully audited reports.

 

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Detail is a world leading, real-time online merchandising service that ensures that our clients’ products are visible online and where the retailer agreed that they should be, every minute of every day.

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Auditing

Comprehensive retail auditing is more than ensuring 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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Sales

CPM is Ireland’s leading partner for outsourced Field Sales solutions. We have 30 years’ experience in Ireland and 80 years in the industry which is unmatched by any other field marketing company in the country.
GROWING sales for our clients, POWERED BY OUR PEOPLE is what makes us so successful.

We provide island of Ireland coverage with over 500 people currently working in the field as well as an extensive database of experience sales staff available to contact when we need to scale up for new or existing business.

 

CPM is all about improving sales volumes. There are tangible benefits to using our outsourced sales teams. Not least of which is the €250m sales we will deliver this year alone and we are constantly searching for new ways to innovate and increase sales every day.

 

The figures speak for themselves.
Our direct sales team will generate over €50m worth of sales this year and our Retail Sales teams will call to over 100,000 retail stores and make more than €200m sales for our clients this year alone.

 

We will select dynamic teams to make sure you hit your sales targets through a blend of direct sales, retail field sales, syndicated sales, telesales, telephone account management and digital sales. We even have our own CPM Sales Academy to help train and improve our sales force.

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Sales Academy

The CPM Sales Academy educates and empowers sales professionals to reach their true potential.
CPM’s Sales Academy is a specialist training consultancy enabling top brand sales teams and the managers to improve their mindset and sales skills.

We have worked with hundreds of sales teams, taught them and learned from them, to continuously evolve best sales practice. Drawing upon decades of sales experience 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. We work alongside behavioural specialists, using real-life sales situations in our live studio, to 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. We use a blend of actor-led exercises, profiling, emotional intelligence and focused leadership techniques to provide sales managers with the knowledge and skills required 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. Mind-set 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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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.

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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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