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
CPM developed a Shared Service solution using our Multi-lingual Bureau Team at CPM Barcelona.
The customer service focused team are responsible for:
Results
Connect with us
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.
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.
Connect with us
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...
Case studies
Connect with us
Find a Sales Solution
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.
Our services include...
Case studies
Connect with us
Find a Sales Solution
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.
Our services include...
Case studies
Connect with us
Find a Sales 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 experience environments at national or international level, across 92 markets. Our highly-trained customer experience 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.
Our services include...
Case studies
Connect with us
Find a Sales Solution
Sitemap | Terms of Use | Privacy Policy
© CPM 2021 Web Design by Origin
When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. Control your personal Cookie Services here.