Category Archives: Customer Care


Case Studies
Airbnb

Customer Care, Multi-Lingual Customer Experience
The challenge

CPM are one of 10 global partners delivering a high performance, high quality, culturally focused first and second tier customer service.  We support the Airbnb community of guests and hosts worldwide.
Our multilingual, CX crewbies all have a passion for travel and great life experiences.
To ensure that Airbnb guests receive “Exceptional Customer Experience” in line with Airbnb values.
Our mission is to support Airbnb to become the Most Loved CX Team across the Globe.

Our Solution

For the first phase rollout, CPM recruited and trained 15 multilingual, highly skilled customer service specialists. Due to the success of Airbnb and their trust in the CPM account team we have grown over 5 years to 600+ customer specialists (Crewbies), operations managers, leads, certified trainers and QA coaches, real time analysts and work force managers.
The team provide a multichannel, first and second tier customer support handling trip and non trip related enquiries and situations.
Ongoing, in-depth product knowledge training provided to promote brand advocacy and ensure an Exceptional Customer Experience is provided to all Airbnb customers.
A culture bearer team set up to ensure preservation of Airbnb’s culture through events and team lead activities.

Results

In 2016 our CPM Crewbies had the highest NPS scoring across the entire global network for 8/12 months
In 2017 we are 30% more productive than the second closest vendor and have maintained NPS at the vendor benchmark.
The team handled over 1,5 million contacts last year.

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Case Studies
FMCG Client

Customer Care, 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.

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Case Studies
FMCG brand

Customer Care, 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)
Ezxceptional Customer Experience delivered to each customer to drive customer satisfaction.

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Services
Technical Support
CPM’s Technical Support Teams are there in a customer’s moment of need to deliver a knowledgeable, trustworthy and professional service; all with a customer-service oriented approach.

We offer first line service desk and second line technical support services across 26+ languages, with the ability to provide extended opening hour service, in line with our clients’ needs.

 

In addition to the standard communications channels of phone and email; our technical support specialists are trained to handle social media and live chat support; spanning after-sales support, product installation, troubleshooting, order management, field engineer support and appointment setting services.

Our services include...

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Services
Technical Support
CPM’s Technical Support Teams are there in a customer’s moment of need to deliver a knowledgeable, trustworthy and professional service; all with a customer-service oriented approach.

We offer first line service desk and second line technical support services across 26+ languages, with the ability to provide extended opening hour service, in line with our clients’ needs.

 

In addition to the standard communications channels of phone and email; our technical support specialists are trained to handle social media and live chat support; spanning after-sales support, product installation, troubleshooting, order management, field engineer support and appointment setting services.

Our services include...

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Services
Multilingual Customer Support
With a language coverage spanning EMEA, Americas and Asia Pacific; CPM’s multi-lingual customer support specialists provide international customer service support across 26+ languages.

This is where CPM’s award-winning Customer Service Outsourcing capabilities come in.

 

All of our customer support specialists are native or mother tongue standard speakers, ensuring that with each engagement, they are delivering superior service to your customers.

 

We can offer our clients both single market and regional customer support programmes for tactical activities including; promotional marketing and product recall call centre services ; as well as on a strategic level , handling omni-channel customer support and case management.

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Services
Customer Service Outsourcing
Delighting Customers is fundamental to a brands’ Customer Service Strategy today more than ever!
Effectively managing customer queries, advice, consumer complaints and cases, all whilst doing so in the customer’s preferred communication channel can be a huge challenge for many brands.

This is where CPM’s award-winning Customer Service Outsourcing capabilities come in.

 

We have developed unrivalled expertise in managing the transition process from in-house to outsourced customer care environments, whether this be on a single country or multi-country basis.

 

Our highly-trained customer care agents provide omni-channel customer service to our clients’ customer base across phone, email, whitemail, social media and live chat channels; covering 92 markets and counting!

 

From Consumer Carelines, Multi-lingual Customer Support, Response Handling through to First Line Technical Support, Order Management, Sales Support and Relationship Management; our focus is on delivering Exceptional Customer Experiences to drive customer satisfaction and engender brand loyalty.

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