The results from the World Economic Forum on the Gender Equality Gap 2020 remind us there’s still a long way to go to true gender parity.
99.5 years they estimate.
Luckily companies like CPM have been championing equality and diversity for decades.
Owned by the Omnicom group, they’ve been a global force in the outsourced field sales and marketing landscape for the last 85 years, now operating within 35 countries across the globe.
Creating an inclusive culture is nothing new to the CPM Teams, it’s in their DNA, reflected in the fact that 50% of the group’s senior leadership is female.
Step inside this progressive organisation and see how they’re actioning the change we need to see.
CPM has supported #IWD since 1997.
Mike Hughes, CPM’s CEO says: “CPM has always been a gender-diverse business but like many things, there is more we can and will do.
Supporting IWD allows us to celebrate the achievements of the thousands of women who work for CPM throughout the world and I would like to thank all of you for what you do for CPM, for each other, for our clients and for our and your communities.
Through our owners Omnicom, we are fortunate and happy to be able to actively participate in global initiatives such as OPEN and Omniwomen; this makes our company a more diverse, equal and inclusive environment which in turn allows us to do the best job for our clients by reflecting the societies in which we live and work.
I really like this year’s IWD theme ‘Choose To Challenge’. A challenged world is an alert world and I would like to think all our colleagues feel able to call out gender bias and inequality and to be treated seriously and with respect when you do, but if you don’t, this is the year for that to change and I would encourage you all to exercise your ability to choose to challenge”.
Michelle Tugwell, CPM’s new Chief People Officer says over the coming years they’ll harness a global strategy. Currently, a lot is done at local level albeit with joined-up initiatives through OPEN & Omniwomen and its annual summit.
Michelle’s passionate about creating a truly diverse and inclusive culture whilst challenging traditional stereotypes in the workplace.
She states how important it is that people feel they can be themselves and benefit from an inclusive, supportive team around them.
Having never been overtly ‘ambitious’ and being open about sometimes lacking in confidence herself, she learnt she was capable of doing increasingly more senior jobs from the confidence others (both female and male bosses) had in her.
“As a company, we’re big on mentorship. I’ve seen from personal experience when others have confidence in you, you believe you’re capable too”.
Mentoring and leading by example comes naturally to CPM.
Karen says it was CPM’s investment in sponsorship and mentoring that made a big difference to her self-belief.
“I was very lucky to have 2 great female sponsors at CPM. They encouraged me, championed me, and gave me the confidence to believe I could take on more senior leadership roles”.
Luci Beaufort -Dysart – Director of Hyphen is joining Karen on the Omniwomen committee this year and is excited to help shape the events and 2021 year-long programme. For Luci, investing in a company’s culture is only ever a good thing.
“I had a couple of female bosses in my former career who really championed me and taught me how important it is to: treat everyone with respect, not to dwell on the inevitable things that go wrong and to build relationships with people at every level”.
She believes getting along with your colleagues is key to getting the most out of your work.
“I’m one of the senior leads on our internal sports and social committee. Driving this forward is something I feel passionately about”.
Kirstin Knight –General Manager of Cosine, joined CPM’s subsidiary company just 18 months ago. Whilst she’s keen to point out she’s enjoyed working with inspiring male and female colleagues since joining the CPM family, she says it’s refreshing to be part of a company with so many women in senior roles.
“One of the most challenging things for me to overcome as a female leader has been balancing my career with raising my kids; especially as one of my children has special needs. In my former career, I had to tell a few white lies to attend medical appointments (there were so many!), which I’m ashamed to admit.
Because of my experiences, I want to commit to being as supportive and flexible as I can be so no other parent – male or female feels they can’t cope anymore”.
How brilliant is it to hear this sort of honest dialogue?
“CPM has been a part of my life for 18 years and as CEO of the French Group the last 13 years, there have been challenges.
CPM has become my second family, my second pillar. I’m able to do this role by putting in a lot of work, being tenacious and with thanks to tremendous relationships (both male and female), which enable me to achieve a good balance between personal and professional life, because the time devoted to my two daughters is the most precious to me”.
On the issue of achieving that elusive balance (family + career), it’s worth talking about flexibility in the workplace.
CPM is a People business, offering a wide variety of career opportunities in an array of disciplines, some of which are part-time or tactical/project-based. So, there’s always been a degree of flexibility ingrained within their culture.
While many commentators have spoken about their hope that the post-pandemic world will begin to reset many of the imbalances in society, CPM are in a brilliant position to catapult off the back of the great work they’ve already done.
Michelle says that everyone has adapted so well to working from home, they’re reviewing their working practices to see how elements of this can remain in the future.
Diversity & Flexibility
Within a world of increasing diversity, accelerated by globalisation and the ability to remote work (thanks COVID), we expect work expectations to change, from both employees and employers alike.
CPM are committed to embracing diversity and flexibility.
Lorraine Butler – MD of CPM Ireland says she wants CPM to challenge themselves to consider the diversity of how family units are created and aligning support for employees around this, as a means to helping create concentrated change.
“At CPM Ireland, we’re currently looking into how we can implement incremental support(s) for families going through fertility treatment, ensuring people have the bandwidth and freedom to go through this challenging experience without the additional challenges of worrying about keeping this hidden from work”.
Lorraine also points out another issue of huge importance here:
“Given people are our greatest asset, we need to be mindful of ageism”.
As far as both diversity and inclusivity go, this couldn’t be more poignant today.
The female workforce aged 50-64 has grown 50% in the last 10 years.
The outdated view that women of a certain age just want to wander off into a menopausal fog or coast their way into retirement, is completely off the mark.
CPM value equality and diversity and develop staff throughout their careers.
CPM works hard to understand the challenges that women face in their careers, not just around family but as the gender more likely to suffer from imposter syndrome (or admit to it anyway), and be judged by their age and the conditions that can accompany these life stages.
Veronique says gender equality is part of CPM’s DNA.
“Every year we ensure we make changes and one example is with our gender equality index. Last year we increased our score by 9 points (97/100). The fact our Executive committee is 50% female spreads inclusivity into the whole company. This year I’m committing to even more involvement, Co-Chairing Omniwomen France.”
Recruitment and attraction
With an understanding of the importance of finding new talent, from more diverse backgrounds and via more diverse sources, CPM has established a new recruitment strategy in the UK and are looking at replicating this across the group.
They work hard to ensure their advertising and selection process is free from gender bias. By decoding ad copy to eliminate words with unconscious bias and using creative containing more balanced representation from all walks of life. Plus, they’re placing increased emphasis on ‘will versus skill’. Focusing more on behaviours and attitude versus direct experience, they’ve seen an increase in the diversity of applications.
And finally, CPM is choosing to challenge old-fashioned stereotypes common in the workplace.
Michelle is a huge advocate of being open, honest and genuine.
CPM has been focused on supporting employee’s mental wellbeing, making a variety of tools and resources available, and have recently trained a team of Mental Health First Aiders.
They also operate a menopause policy, looking to protect their employees’ wellbeing in whatever way they can.
By speaking out and encouraging honesty, CPM hope the future of work will alter unconscious behaviours and attitudes for the better.
And as Lorraine Butler reminds us, Anita Roddick had some excellent advice:
“If you think you are too small to make an impact, try going to bed with a mosquito”!
With CPM #ChooseToChallenge and taking action week in week out, it might be less than 99.5 years until gender parity is in touching distance.
Watch this CPM space
Follow us on social to see the changes we action this year and all that happens at Omniwomen2021
August, 20th 2019 – Barcelona
CPM Barcelona shortlisted for 4 ECCCSA
CPM is delighted to announce that we have been shortlisted in four categories of the 19th European Contact Centre and Customer Service Awards (ECCCSA); recognising industry leaders and innovators in the fields of Customer Experience and Contact Centres.
Under the Operational Effectiveness category; CPM has been shortlisted for Best Outsource Partnership with our partner, Agilent Technologies and Most Effective Improvement Programme in partnership with Airbnb.
In addition, our Airbnb Quality Management Team have been selected as finalists for Best Quality Team and CPM’s inhouse Talent and Development Team are finalists under Best Contact Centre Support Team category.
“CPM is thrilled be to be shortlisted for 4 awards at the ECCCSA 2019; recognising our continued commitment to deliver operational excellence and innovation in CX and Sales. We are extremely proud of our strategic client partnerships and are excited to be have reached finalist stage with our clients, Agilent Technologies and Airbnb. I would like to wish all teams the very best of luck for the finalist stage,” says Fiona Whelan, Managing Director.
Winners will be announced on Tuesday 26th November 2019 at the ceremony taking place at Evolution venue at Battersea Park in London. Fiona Bruce, journalist and TV presenter, will be holding the evening that will host the most CX talented professionals.
Original finalist shortlist available here.
About the ECCCSA
As the longest running and largest awards programme in the customer contact industry, the European Contact Centre and Customer Service Awards (ECCCSAs) recognise organisations across Europe that are leading the way in delivering exceptional service to customers.
Highly regarded for its robust judging process, the ECCCSAs award organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively.
Being an ECCCSA winner is a prestigious accolade that has proven to raise the profile of the contact centre operation, its capabilities and its stars.
Now in their 19th year, the programme is seeing incredible growth with 19 countries participating in 2018 and over 1,200 people attended the awards evening representing the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.
About CPM International Contact Centre – Barcelona
CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis. CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently covers 22+ languages across 65 markets.
For further information, contact:
Rachel Doyle | M: +34 638 140 620 | E: Rachel.email@example.com |W: http://www.cpm-int.com/icc/
Each year Omnicom invites 60 of its brightest talents from across its 1,500 agency network to come and participate in a Senior Management Program (SMP) at Babson College in Boston, MA. Lectures and think-tank style discussional exercises are conducted by legendary Harvard Business School Professors such as Len Schlesinger, Thomas DeLong, Nancy Koehne and Luis Huete. This year, Sophie Chelmick from CPM Barcelona was one of the selected participants to attend this premier educational initiative.
“It was transformational” explains Sophie, a Business Unit Director within CPM Barcelona after successfully finishing the SMP graduate program this July. “Our lecturers; incredible, experienced professors both professionally and academically discussed real-world case studies, strategies and solutions enabling us to explore new methods and approaches to traditional leadership concepts” explains Sophie. “it was also an opportunity to network with execs from a wide spectrum of Omnicom agencies to share ideas for taking back into CPM – as well as some potential future collaborations with those agencies”.
“This was very special” Sophie goes on, “a new kind of understanding emerged amongst all of us; particularly regarding some of the shared challenges the agencies face and how together we may overcome some of them; how, even as Omnicom businesses we all have an urgent and pressing need to focus on new solutions and innovations if we are to survive the future and harness the digital revolution”.
A key part of the program is to lead an initiative inspired by the course teachings; Sophie explains; “I was particularly struck by AMV BBDO’s creation of “Flare” in direct response to the threat of creative crowd-sourcing agencies and I want to bring the concept of “self-disruptive innovation for survival” into CPM. My initiative will be around the future of work in the contact centre both from a tech and people perspective to meet future needs of customers and employees.”
“My insights were deeply personal and emotional as well as professional, I learned how critical it is to spend time with my family and that by doing so I can be more effective as a leader. I now want to to ensure I pass on these learnings to our amazing teams here at CPM so that all my CPM colleagues as well as our clients can concretely benefit from the Omnicom SMP program!”
Omnicom is an inter-connected global network of leading marketing communications companies. The Omnicom portfolio provides the best talent, creativity, technology and innovation to some of the world´s most iconic and successful brands. With 75,000 people working globally and serving 5,000 brands in a 24 / 7 / 365 world – Omnicom is made up of 1,500 agencies worldwide and CPM is one of those agencies.
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