CPM Barcelona managing the multilingual consumer careline for FMCG Brand in our International Contact Centre
The challenge
CPM Barcelona manage the consumer careline for UK, ROI, Spain and Portugal for FMCG Brand EMEA brand portfolio in our International Contact Centre. 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 provides our 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 including foreign bodies, or the amount of sugar in the products.
Bespoke, multichannel communication response via phone, email, white mail ensuring our client’s consumers receive a first class service and an exceptional customer experience.
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.
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.
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)
Ezxceptional Customer Experience delivered to each customer to drive customer satisfaction.
GLOBAL
AU
BE
CH
FR
DE
ES
HK
IE
IN
IT
NL
SG
TH
UK
VN
