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CPM International: High Performance Sales & Exceptional Customer Experiences

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CPM International Business Credentials- Specialists in delivering high perforamnce sales and customer service programmes across field, phone and digital platforms. Visit our website for further information: www.cpm-int.com or contact our International Sales Team on: +44 (0)20 3481 1020

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Page 1: CPM International: High Performance Sales & Exceptional Customer Experiences
Page 2: CPM International: High Performance Sales & Exceptional Customer Experiences

We will deliver more than $2.2 billion of sales for our clients this year

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Our Heritage

Page 4: CPM International: High Performance Sales & Exceptional Customer Experiences

CPM Offices

• Australia

• Austria

• Belgium

• China

• France

• Germany

• India

• Ireland

• Italy

• Netherlands

• New Zealand

• Singapore

• Spain

• Switzerland

• UK

• USA

• Vietnam

Associate Offices

• Canada

• Croatia

• Czech Republic

• Greece

• Hungary

• Malaysia

• Poland

• Russia

• Scandinavia

• Slovakia

• Slovenia

• South Africa

Our Global Footprint

* Highlighted In red are locations where we have Stand-alone Contact Centre as well as field

marketing presence.

Page 5: CPM International: High Performance Sales & Exceptional Customer Experiences

We know how, when & where to acquire, communicate with & retain ... your customers.

“Customers who communicate across more than one channel are more loyal.

….customers using three or more channels of communication with a brand are 66% more committed to that brand than those using a single touch point.”

Harvard Business School

Our Business Model

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Creating Exceptional Customer Experiences

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PHOTOS/ VIDEO CLIPS

Fast Facts

Country: Spain- EMEA Coverage

Service: Pan European Consumer Careline

Sector: FMCG

Best-in-class EMEA Consumer Careline

Overview Responsibility to manage the entire Pan- European consumer careline covering UK, Ireland, Italy, France, Spain, Germany, Norway, Sweden, Finland & Benelux markets.

Solution

CPM UK covers the UK and Irish consumers while CPM Barcelona provide the Client with 9 multilingual agents covering the EMEA region. Handle all matters of customer support from general enquiries and complaints right through to analysis of foreign bodies found within Client products. Bespoke, multichannel communication response via phone, email, white mail and fax ensuring customers receive a first class service. Ongoing, product knowledge training is provided to promote brand advocacy and ensure an exceptional customer experience is provided.

Results / ROI Handle 2000 calls per month First time response rate improved by 92% Significantly reduced overhead costs in-house Customer satisfaction and brand loyalty retained Provide summarised insight of quality trends, concern areas and consumer feedback enabling Client to take action based on fact.

This FMCG Brand is one of the world’s leading producer of cereals and convenience foods.

Client Objectives

• Increase customer satisfaction and brand loyalty. • Provide Exceptional Customer Experience to all consumers • Improve overall first time response rates • Provide in-depth insight regarding consumers brand opinion to improve overall service .

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Fast Facts

Country: Spain- Pan Euro Coverage

Service: Customer Service, Back Office, Sales

Sector: Publishing, Hospitality & Leisure

Multi-lingual, Multi-channel Back Office Support

Overview Our Client is a global leader in continuity publishing across 25 countries. Publications include; home, leisure and hobby magazines and CD music compilations. CPM helped the Client to centralize their back-office customer service and sales activities.

Solution

Recruitment of a team 100 dedicated Relationship Management agents managing multi channel activities email, white-mail and telephone communication across 6 languages. Complete back-office customer query management / payment processing / sales performance functionality handling per year over; Intelligent IVR solutions developed to optimize front end queuing, query management and overflow handling.

Results / ROI

CPM deliver a dedicated Pan-European contact centre capability within 12 weeks. Consistent delivery & over performance against SLA and Sales targets attaining a 30% increase in sales output.

Client is a global leader continuity publishing - specializing in the research, marketing and delivery of continuity products that endeavour to “ inform “entertain” and “ inspire “ their customer base of some 10 million consumers throughout the world.

Client Objectives

• Centralise Pan European back office customer service and sales function • Improve customer satisfaction & drive brand loyalty

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Delivering High Performance Sales

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Task Force boost sales, selling over 4,500 motorcycles

Challenge The common aim of the Client’s Task Force was to push sales of the one year old motorcycle models, which were returned after Leasing contracts ended. Additionally, CPM had to increase the sales of the new model motorcycles.

Approach CPM selected qualified and experienced sales personnel, which was able to communicate the advantages and fascination for The Client’s motorcycles to the end customer. A tailored tour management which was optimally fitted to the existing reseller network of Client’s resellers in major cities throughout Germany. CPM provided broad expertise and experience in planning, organising and executing sales shows.

Results Over a 3 year period, we were able to sell over 4.500 vehicles to private customers by reaching the customers “where they meet”, and also redirecting them to the cooperating car resellers. CPM conducted over 12.000 sampling days throughout the project.

Fast Facts

Country: Germany

Service: Task Force, Sales

Sector: Automotive

The Client is the leading provider of premium products and premium services for individual mobility. Along with its automotive concerns, the Group's activities comprise the development, production and marketing of motorcycles, as well as comprehensive financial services for private and business customers.

Client Objectives

• Increase Sales • Provide an Exceptional Customer Experience to the end user • Raise Brand awareness

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Inbound enquiry & Outbound lead generation

Challenge

The CPM Sales Information Centre provides support on behalf of the client, relating to pre-purchase consideration right through to resale. This is through both inbound and outbound interaction supported by our desire to initiate natural conversation flow rather than apply standard scripts. ‘Exceptional Customer Experience’ is key.

Approach

This service is delivered through an integrated Contact Centre solution supported through a dedicated operational management team including Quality, Campaign Implementation and Information Analytics.

Results

Communicators are incorporating their personality based on natural conversation flow to mirror and relate to the level of the customer/ prospect. Interactions are tailored based on customer segment, contact history where available, situational needs, and the customer’s personality. Support and development of lead generation for each brand. Through gathering key research information during every contact.

Fast Facts

Country: UK

Service: Inbound Enquiry /Outbound lead generation Sector: Automotive

The Client is one of the world's oldest car manufacturers, being responsible for the sales, marketing and service of several individual car Brands.

Client Objectives

• Increase Sales • Provide an Exceptional Customer Experience to the end user • Raise Brand awareness

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Fast Facts

Country: The Netherlands

Service: CRM, Inbound Customer Care, Outbound Lead Generation

Sector: Automotive

Centralized Customer Relationship Management Centre

Overview Multi-channel, CRM program via Inbound, Outbound, Web Response & Data entry services

Solution CPM created a Centralized Customer Support Centre facility that receives and processes inbound telephone calls and incoming faxes regarding distribution partners (dealers), technical issues, pricing & campaign specific questions, test drives and collateral. Outbound calls were made as well to different target groups (consumers) to generate (hot) leads, gather information, increase customer service level/satisfaction, checking processes.

Results / ROI •Quality of leads increased significantly • No Cold leads anymore • Lead specific information is now available • A uniform and correct contact approach has been established • Quality of the database has gone up significantly

The Client is a leading multinational automobile producer, marketing its product range worldwide. Being one of the top six car producers in the world achieving close to 5 million in sales of its automotive product range in 2011

Client Objectives

• Customer acquisition & retention • Consistent image across all touchpoints; pre and post sale • Centralized Customer Support Centre to handle all enquiries • Proactive lead generation to drive increased sales • Creation of a high quality, accurate database

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MEASURING CUSTOMER SATISFACTION

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PHOTOS/ VIDEO CLIPS

Fast Facts

Country: Spain – UK coverage

Service: Outbound Customer Satisfaction Research Surveys

Sector: Automotive

CSI Activities: raising satisfaction levels to new heights

Overview

To drive customer satisfaction and sustained brand loyalty through the provision of and Outbound Customer Satisfaction Survey campaigns.

Solution

• A team of 14 native “customer-oriented” agents based in our CPM Barcelona Contact Centre, reducing costs by 20%. • The team completed outbound CSI surveys targeting customers who have recently purchased a Car or Motorcycle or have used a Service provider. • Flexible team resource offered in line with quotas led to significant saving for the client.

Results / ROI

• Delivery of “Exceptional Customer Experiences” to all customers • 100% coverage on SLAs and over 80% on quotas • 5000 contacts made per month and delivering an average of 67% completed surveys with 100% accuracy of completion. • Invaluable insight provided to Client on key issues and areas for improvement

Client is one of the six largest automobile producers in the world, specializing in the manufacture of automobile, motorcycle and power products across the globe.

Client Objectives

• Delivery of Exceptional Customer Experiences to all the UK customers • Measuring the client satisfaction. • Gain insight on Client’s Providers Service Levels

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PHOTOS/ VIDEO CLIPS

Fast Facts

Country: Spain- UK Coverage

Service: CSI

Sector: Automotive

Quality Standard Customer Satisfaction Surveys

Overview

CPM provide an outbound customer satisfaction surveys activity; targeting customers who have recently purchased a Car or have used a Client Service provider in France.

Solution The project is run from our Pan-European contact centre in Barcelona with 6 native agents specially trained in CSI services. The size of the team is increased or decreased depending on quotas determined by CPM and Client together thereby producing optimum results in the most cost effective way.

Results / ROI The CPM CSI Team delivers a great customer experience to Client’s customers by enhancing the service the Client expects to provide to them where action can be taken on the tangible results that we provide. Target wise we call around 2000 customers per month and deliver consistently circa 85% of quota requirements (data supply dependant).

The Client is one of the top ten automotive manufacturers in the world.

Client Objectives

• Maintain Quality Standard Customer Service • Increase customer satisfaction and drive sustained brand loyalty •Execute 2000 customer satisfaction surveys per month

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ENGAGING CUSTOMER CONVERSATION

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Fast Facts

Country: Spain- UK/Ire coverage

Service: Digital Media Moderation

Sector: FMCG

Maintaining Brand integrity & high quality Customer Service through Digital Media Moderation

Overview To manage & actively monitor the Client’s Facebook page among other online blogs/ consumer advice forums.

Solution Consumer engagement via Facebook Wall and PM – queries, complaints, moderation, banter! Managing Facebook promotions – creative's, budget and execution Briefing Careline and Logistic & Distribution teams Managing the assets and creating plans of calls to action with external agencies Creating brand plans with Brand Managers in sync with TV, NPD, ATL Liaison with Facebook key account manager to ensure ahead of curve in terms of Facebook offering Advises on all other social developments Ownership and development of all the Client’s promotional microsites

Results / ROI Delivery of a multi-channel high quality, Exceptional Customer Experience programme by CPM across phone, mail, email, and now digital platforms. Ensure brand integrity and service is maintained through active analysis and response to consumer complaints/queries online.

The Client is the world’s leading producer of cereals and convenience foods.

Client Objectives

• Increase customer satisfaction and brand loyalty. • Provide Exceptional Customer Experience to all consumers • Maintain brand integrity through managed and professional monitoring of digital media sites and online forums. • Provide in-depth insight regarding consumers brand opinion to improve overall service .

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Multi-channel Careline across phone, email and Livechat

Fast Facts

Overview Client wanted to add Livechat to embrace new ways for customers to engage with the brand and needed a supplier who could handle the complex nature of enquiries. CPM are already a supplier and manage over 90,000 customer contacts per year for the complete product range which included cars, motorcycles and power products. The teams expert knowledge of the Client and its products enabled a real-time conversation with online users to resolve their queries and enabled the gathering of data capture to further enhance the Client’s database and communications.

Solution Provision of real-time engagement through our existing specialist customer service agents. Concierge style service to ensure every customers query is resolved. Extended operating hours to maximise customer engagement. Providing comprehensive reporting to understand the nature of customer enquiries and provide valuable marketing insight.

Results / ROI In its 6 months there were over 15,000 livechats, averaging over 100 per day, each lasting on average 10 minutes. This demand for the service far exceeded expectation of 50 per day and has delivered insight which has enabled the Client’s marketing divisions to tailor their communications.

Client is a leading Car Manufacturer. It is the world's largest engine and 6th largest car manufacturer.

Country: UK

Service: Customer Care , Sales Outbound Lead generation, callbacks and Livechat

Sector: Automotive

• Be No 1 in annual JD Power survey

• Deliver excellent customer service • Continuously improve customer

satisfaction

Client Objectives

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Our mission is to grow

our clients’ business

by using Insight

to create Influence

and drive Sales

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Our Call Centres

International Centres Of Excellence

Multi Native Multi-lingual 28 global markets Multi-channel Integrated Solutions : Field , phone , digital Logistics & fulfilment Dedicated & bureau agents Customer service, sales & satisfaction activities Flexibility and scalability PCI DSS Compliant (secure payment processing environment

People 26,000 employees

worldwide 2000 + international

call centre agents 40+ multi-lingual

project managers & team leaders

Facilities 11 international call

centre's 2000+ workstation

capacity Additional

workstations available for commissioning

Best in class technology & telcoms

Scale / Volumes: 8.7 million

Inbound/Outbound calls

3.8 million field calls to retail sector

71,000 demos/ sampling events

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Richest language pool across EMEA Region Low Cost labour across multiple language markets Economies of scale achieved through a centralized approach Competitive telecoms Employer friendly HR legislation Virtual technologies PEST Stability

Unrivalled access to multi- national, flexible, highly educated labour pool

Languages

Spanish

English

Italian

French

Catalan

German

Portuguese

Dutch

Czech

Greek

Russian

Finnish

Danish

Norwegian

Swedish

Hungarian

CPM Barcelona

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Award winning Carelines

Customer Satisfaction

Index : Assessing

the customer experience

Cross & up-sell

Win back

Appt. Setting

Field Team Support

Glean Insight to gain

Influence

Building Influence

to gain loyalty & Sales uplift

Customer Care, CSI

Sampling & Demonstrations

Lead Generation and Data Qualification

TAM

Our Services

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ONE TEAM, 17 PROJECTS, 16 LANGUAGES

Our Bureau Capabilities

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Fast Facts

Country: Spain

Service: Customer Service, CSI, Back Office, Technical Support

Sector: Various

Multilingual, Multi-country, Multi-channel Bureau Service

Overview CPM Barcelona operate a multi lingual bureau service with native speakers in several languages specially trained in customer service, sales and retention. Solution The core languages we currently cover are; German, English, Swedish, Norwegian, Dutch, Italian, French, Portuguese, Finnish, Spanish, Czech, Catalan, Danish, Russian, Ukrainian, however, we can cover many more. Our service currently runs from Monday to Friday from 9am until 6pm (CET) however we can offer the flexibility and scalability depending on your requirements. All our bureau agents are university educated and can speak a minimum of 2 languages. At CPM we train the agents to be proficient in: The client’s product, service and brand. Complaint handling and compensation decision management. Maximisation of first time resolution and refund minimisation through proper first time service handling. Results / ROI Over 10,000 inbound calls per month. Over 12,000 outbound calls per month. Almost 8,000 emails per month. Almost 10,000 IVR calls per month.

CPM Barcelona Multilingual Bureau specialize in the provision of shared service multi-native team focusing on customer acquisition, management and retention activities for our international clientele.

Client Objectives

• Multi-lingual, multi-native highly skilled shared resource team • Customer Acquisition, Management & Retention Services • Activities include Customer Support, IT Helpdesk, Back office support, Compensation Decision Management • Aim: To increase overall customer satisfaction and drive brand loyalty

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If you would like to:

• Speak to our clients

• Find out more about the great work we do for them

• Learn how we could help you and your business

Rachel Doyle [email protected] +34 638 140 620