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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