Category Archives: Energy


Case Studies

Australian Energy Provider

Outsourced Direct Sales

The challenge

With nearly 15% of consumers regularly switching energy providers, Australia has one of the most competitive retail energy markets in the world. In this environment, our energy client recognized that the ability to engage directly with consumers was paramount to. Our job was to provide a compelling and influential platform to convert or ‘sell in’ and retain gas and electricity contracts. CPM Australia has been managing the outsourced direct sales campaign since 2001

Our Solution

A tailor-made program was delivered around involving invaluable intelligence surrounding consumer engagement and the customers’ optimal points of influence. CPM provided solutions involving in-field sales teams, inbound and outbound contact centre channels, as well as channels to assist web related enquiries. We developed industry specific technology solutions which enabled us to consistently deliver high sales and quality scores. Ensuring our energy sales agents were well equipped, the success of the program also relied heavily on sales and retention training.

Results

Since our engagement in 2001, CPM has consistently exceeded KPIs. The relationship continues today as the longest partnership between an energy retailer and an outsourced sales acquisition company in Australia. We believe that our long standing relationship is due in part to our operational excellence, customer centric approach, multi-channel strategy and our ability to deliver profitable customers.

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Case Studies

SSE Airtricity

CPM manage SSE Airtricity Field Sales

The challenge
  • To provide a high quality ethical sales solution to acquire new customers for SSE residential market. Selling Electric and Gas.
  • To capture tactical information from all customer contacts that is submitted to SSE to support enhancement of customer product & service propositions.
  • To provide the sales support function that allows for timely order fulfilment for customers.

Our Solution
  • CPM have built an outsourced team of 40 full time permanent sales professionals.
  • The sales team is supported by a National Sales Manager, Regional Sales Managers and Team Coaches.
  • Ancillary support is provided by a Learning & Development Specialist and a Sales Support Executive.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our SSE Airtricity client.

Results

  • CPM acquired 5,300 customers for SSE from May – December 2016
  • Forecasting acquisition of over 12,000 customers in 2017

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