Customer Experience, 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.
Customer Experience, 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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