Category Archives: IT / Technology


Case Studies

Telecommunications

CPM manage a Consumer Customer Experience Team in the Telecommunications industry

The challenge
  • CPM manage Customer Sales & Service (CSS) calls with queries on service and billing
  • The customer experience team handle an average of 20,000 calls per month
  • CPM recruit, train and manage the KPIs for the Consumer Customer Experience Team of a telecommunications company
  • CPM have service level and customer satisfaction targets to achieve daily
  • Sales through service also being completed to support client in hitting their sales targets

Our Solution
  • CPM have a team of 25 based in client's building serving the CSS queue
  • CPM provide the management team and processes to deliver the service levels & customer satisfaction performance
  • CPM present back to client's SMT weekly and monthly against set targets

Results

  • Over 104,000 calls managed over a 6 month period
  • 1,225 RGU sales completed over 3 months of Sales through Service
  • CPM create a positive culture within the client's building by managing CPM values and there customer experience motto “Ownership is Caring”

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Case Studies

Telecommunications

CPM deliver on SME sales targets for Telecommunications company

The challenge
  • To acquire new customers for a telecommunications company providing fixed line, mobile, Broadband and Wi-Fi products via Field, Inside and Digital sales
  • To capture tactical information that is electronically fed back into the client's customer database to enhance customer product & service propositions.
  • To provide the sales support function that allows for timely order fullfilment for customers.

Our Solution
  • CPM built an outsourced sales team of 34 full time permanent sales professionals.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our client in the SME business channel.
  • CPM have 26 back office staff working in the offices of the client supporting various sales functions.

Results

12,000 net customer acquisitions per year in line with delivery plan with results delivered within budget

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Case Studies

Telecommunications

CPM delivers Direct Sales for a telecommunications company in the Consumer Market

The challenge

CPM recruit, train, and manage over 80 full time field sales representatives nationwide in a tough sales and regulatory environment. We also provide excellent operational support in terms of HR, order processing, complaint handling, data management and customer Insight. CPM regularly utilise venue and event marketing to increase sales opportunities on a campaign basis.

Our Solution

The CPM consumer sales team provides a flexible and dynamic channel to market consisting of 1 Client Service Manager, 1 National Sales Manager, 6 Regional Sales Managers and 80 Field Sales Representatives. Activity covers all 26 counties and a lead base of over half a million potential customers in every city, town and village in Ireland.

 

CPM Management teams work in partnership with the client to develop strategies and action plans that deliver business objectives.

Results

  • 2,080 calls (per day)
  • 900 customer contacts
  • 100 sales closed and processed on site
  • Average 2.4 products sold per customer
  • Detailed tactical information collected from every sale
  • Daily product and customer insight provided to client from 6 regional hubs

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Case Studies

CPM manage SMB Inside Sales in the telecommunications sector

The challenge
  • Customer acquisition for telecommunications company providing fixed line, mobile, Broadband and Wi-Fi to SMB customers.
  • CPM support new customer acquisition through the provision of Sales Management, Digital Executives and Lead Generation Executives.
  • CPM also provides account management services for a portion of high value SMB customers.

Our Solution
  • CPM provide an outsourced telephone account management team of 10 full time permanent sales professionals dedicated to Inside Sales for a telecommunications company.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our client in the SMB business channel.

Results

  • Digital Executives increased Sales volumes by 200% compared to previous outsourced partner.
  • Lead Generators cost 57% of a Field sales resource and have improved the channels sales performance by 12% by having quality appointments set for the field teams.
  • Each Telephone Account Managers proactively manages a base of 400 SMB accounts along with dealing with inbound care queries and upsells to both groups of customers.

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