Category Archives: News


CPM UK takes GOLD for Best Outsourcing Partnership with Royal Mail

 

We were delighted to receive this award, recognising a true outsourcing partnership, where our team of 45+ business managers, based in our Warrington Contact Centre, drive business to business sales for Royal Mail.

 

On the awards evening, there were 1,200 attendees, finalists from 19 countries, and just 28 winners, including CPM UK! The judges called out some specific reasons why our entry was selected as the GOLD winner;

  • A real sense of a joined-up operation across different levels
  • A passionate drive to deliver results on both sides to achieve sales targets, bring teams along with them and to win the hearts & minds of staff
  • Value add goes beyond cost reduction
  • The ability of both organisations to be able to adapt to change

Prior to the awards evening, much earlier in the year we made the decision to enter for Best Outsourcing Partnership for our work with Royal Mail.  Nominations were invited from organisations who have a great partnership with their outsourcing partner and can demonstrate results that show how the customer and employee is benefiting from the partnership.  With our 10-year partnership, some amazing results and a brilliant story to tell – our Royal Mail worked seemed the perfect choice.

 

We submitted an initial award entry, and were shortlisted to present to a panel of independent judges.

The ECCCSA is highly regarded for the integrity and credibility of the judging process, with high calibre judges that are handpicked for their experience and knowledge. The judges are there to recognise organisations that are leading the way in delivering exceptional service to customers.  It’s a tough process, where you are up against the clock to bring to life why your agency/client partnership is award worthy – but the team did an amazing job on the day

 

About CPM’s Contact Centres.

 

We offer an international contact centre delivering inbound and outbound customer experience and sales solutions on an EMEA-wide basis.  We specialize in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently cover 22+ languages across 65 markets.  We have Contact Centres in Thame, Warrington and Barcelona.

CPM activities in Belgium

 

CPM and Krea Sales have worked together in Belgium since 2015. After the first year of collaboration Krea Sales purchased 56% of the shares in CPM Belgium and Joeri Perneel has now acquired the remaining 44% of CPM’s shares in the company. Joeri thus acquires 100% of the shares in the company, which will change its name in the coming weeks. Both businesses share several international clients and will continue to collaborate on behalf of those clients, whilst developing their own local market strategies where appropriate.

Oct 13, 2017 – At last night’s 2017 POPAI Marketing @Retail Awards, Microsoft and their agency partner – Retail Safari –  were awarded the “2017 Field Marketing Excellence Award ”. The industry event is dedicated to celebrating and recognising the innovations of retail and shopper marketing across Australia.

 

“We are incredibly proud to receive this esteemed award,” said Michelle Casey, Channel Marketing Lead, Consumer Channels Group, Microsoft Australia. “It’s recognition of the robust work we’re doing in-field and a testament of our talented in-field Microsoft evangelists who are 100 per cent committed to delivering compelling customer experiences that drive demand and sales across our entire ecosystem.”

 

Awards were presented in several retail marketing categories. Microsoft was honoured among leading national field marketers for demonstrating excellence in innovation and implementation of a retail campaign that successfully influences and enhances the shoppers’ journey.

 

“We are proud to be a collaborative partner with Microsoft,” says Louise Mockler, Group Account Director at Retail Safari’s Sydney office. “It’s always been an honour to be in a strategic partnership that not only meets and exceeds business objectives but earns Microsoft recognition within the industry and community.”

 

POPAI is the only global, not for profit industry association exclusively advocating for excellence in shopper and retail marketing. With more than 45 offices and 1700 member companies worldwide, POPAI brings global best practice intelligence, resources, recognition and networks and to their members.

 

Click here to see 2017 POPAI winners.

4th December 2017 – Barcelona 

 

CPM Barcelona takes home Silver Best Customer Service Team of the Year Award at the European Contact Centre & Customer Service Awards

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home Silver in the Best Customer Service Team of the Year Award category at the European Contact Centre and Customer Service Awards last night; recognising its revolutionary approach to Social Media and Customer Service!

 

Speaking about the awards, Tom Johnston, Business Unit Director – Sales through Service, CPM Barcelona said, “I am delighted that our ground-breaking and innovative approach to growing the online community, serving our millennials via their channel of choice and truly monetizing Social Media through customer service excellence, has earned the accolades of so many industry experts.”

 

“CPM is committed to innovation in consumer engagement and embracing digital channels as part of our industry-leading approach to omni-channel customer service.  This award acknowledges the amazing success and commitment of our social media team in delivering best-in-class customer service.  I am extremely proud of the team,” says Fiona Whelan, Managing Director.

 

This award recognizes CPM Barcelona for its forward-thinking and innovative approach to social media and social customer service. As customer experience specialists, CPM Barcelona delivers omni-channel customer service solutions for our blue-chip client portfolio, spanning 22+ languages and 65 markets.

 

Following a multi-stage award submission process, which included a face:face finalist presentation competing against 9 other shortlisted agencies; CPM were awarded Silver medal category winners at the awards ceremony held at the impressive Evolution venue in Battersea Park, London.

 

CPM Barcelona’s Social Media Team had already triumphed at the UK Customer Experience Awards earlier this year, scooping the prestigious Best in Class – International Social Media Award.

 

The European Contact Centre and Customer Service Awards (ECCCSAs) are the largest and longest running awards in the customer contact industry. Highly regarded for its robust judging process, the ECCCSAs recognise organisations that are leading the way in delivering exceptional service to customer.

 

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.doyle@es.cpm-int.com |W: https://www.cpm-int.com/icc/

October, 19th 2017 – Barcelona
CPM Barcelona named Best in Class in Social Media at UK CX Awards

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home GOLD at the UK CX Awards – for International Business – Best in Class – Innovation in Social Media, as a result of the amazing work undertaken by our CPM Social Media Team!

 

The CX Awards are a prestigious award body who undertake and annual awards process recognising innovation in customer experience throughout Europe.

 

Following a gruelling finalist presentation competing against 5 other shortlisted agencies; CPM were announced as category winners at an awards dinner soiree and ceremony held at Wembley in London last month.

 

This award recognizes CPM Barcelona for its forward-thinking and innovative approach to social media and social customer service. As customer experience specialists, CPM Barcelona delivers omnichannel customer service solutions for our blue-chip client portfolio, spanning 22+ languages and 65 markets.

 

“Winning the Innovation in Social Media Award is a testament to CPM Barcelona’s dedication and commitment to constantly innovate when it comes to customer experience, “says Fiona Whelan, Managing Director, CPM Barcelona.
“We place a heavy focus on innovation and future visioning to optimise digital channels and ensure continued service excellence as channels proliferate; securing customer brand loyalty and generating long-term relationships between our clients’ customers and their brands.”

 

CPM Barcelona is also in the running for 4 other contact centre awards at this year’s European Contact Centre and Customer Service Awards and CCA Global Excellence Awards. Winner announcements will take place in November at the gala dinner award ceremonies.

 

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.doyle@es.cpm-int.com |W: /icc/

 

Last Friday CPM Ireland won “Best Field Sales Team/Field Sales Support”, in conjunction with Britvic at the Checkout National FMCG Awards 2017!

 

This is the 2nd year in a row that CPM has taken away such a great accolade.

 

In 2016 we were fortunate to win with our CPM/GSK team and now for 2017 we take away the same award for our CPM/Britvic team. This truely solidifies the fact that we are leaders in the Irish Retail industry providing award winning outsourced sales teams to support multinational FMCG organisations!

 

We are very proud our CPM/Britvic team, who deliver such a high calibre of output on an ongoing basis.

Every year CPM works closely with Britvic to plan in-store execution for the annual Britvic campaign calendar. This is a core strategic plan which ensures that all sales and merchandising activities are executed to at minimum industry best standards.

 

This year has been no different with CPM/Britvic excelling in their results. We are immensely proud of our Sales team and Field Sales Support and the results they have achieved over the past 12 months and the influence they have had through the key in store relationships they have built.

 

As part of the strategy for this year in conjunction with Britvic our goal was to become the partner of choice within the Soft Drinks Category based on strong store relationships, influencing decisions through intelligent insights, and excellence in execution in all stores we service.

 

This as a team we have achieved through greater understanding of the market, further investment in learning and development to enhance the acumen of our sales team as well as hard work, ambition and creativity in store that ensures maximum customer engagement with our brands and by default sales growth on behalf of our retail partners.

 

We believe this clear strategic focus and the commitment and determination in achieving this is why our CPM/Britvic Team have been awarded the fantastic award of “Best Field Sales Team/Field Sales Support” at the Checkout National FMCG Awards 2017.

 

If you require Award Winning Sales Teams to support your brands in store contact us today.

 

And for more information on other winners at the prestigious Checkout National FMCG Awards 2017 Click Here

Irish checkout fmcg awards

Contact us to find out how we can help drive sales for your business

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.

 

 

London, United Kingdom, 26th June 2017

 

CPM first set up office in the UK in 1936 as an over-the-counter marketing agency and has continued to evolve and grow to become today’s global leader in integrated field sales, contact centre and digital sales services; representing over 200 blue chip global brands across a multitude of sectors.

 

Following its momentous 80 year anniversary in 2016, and with a strategic focus on expanding its new and existing client portfolio, CPM is delighted to announce the launch of a new logo, brand identity and website.

 

The new image signifies CPM’s continued growth and culture for innovation, whilst retaining the heritage and trust it has developed with its clients over the past 80 years through its brand promise: Using the power of insight to create influence and drive sales for our clients.

 

The new brand identity and logo is an evolution of the former visual elements with a modernized typeface, injection of colour and a revamped, powerful image library.

 

“The colours of the new logo (blue, green, and red) have been linked to each element of our brand promise of Insight, Influence, and Sales. We hope this will convey an image of confidence whilst offering energy and excitement.  As sales specialists this aligns perfectly with our company culture.”

 

Tom Preece, Group Chief Executive Officer.

 

To coincide with its fresh new image, CPM have also launched a new website to showcase its new brand identity using a responsive and easy-to-navigate menu design so that users can find their way around the site on any operating platform.

 

CPM will be rolling out the new identity to all assets as of 26th June 2017.

 

Speaking about the new brand entity, Group Chief Development Officer of CPM, Joost van de Ven remarked:

 

 “On the back of a significant year in 2016 celebrating 80 years in business, and to reflect our expanding client and service portfolio, this new brand identity and website reflects our client centric focus and commitment to technology and innovation, not only in the field but also in our contact centres and online. This is one of the core reasons our clients and employees alike choose to work with us! While we have developed ourselves as a global leader in outsourced sales over the past 80 years, we are always thinking outside the box and looking for fresh, high tech solutions which not only deliver a true competitive advantage but also drive incremental sales for our clients.”

 

CPM is the leading partner for outsourced field sales and contact centre solutions, with impressive global clients spanning FMCG, Retail, Technology, Automotive, and Financial sectors, to name a few.

 

To discover CPM’s new brand image, please see visit www.cpm-int.com.

 

CPM is a UK registered company, employing over 34,000 people across the globe. It is also a part of the Omnicom Group.

 

For queries, please contact CPM Group @ international@cpm-int.com

Web: www.cpm-int.com | Tel: +44 20 3481 1020

CPM International Group, 85 Strand, London, WC2R 0DW, UK

 

About CPM

CPM is an award-winning international outsourced sales agency specialising in field sales, contact centre and digital sales solutions working alongside our extensive portfolio of clients to deliver long-term strategic programmes and shorter term tactical campaigns.  CPM forms part of CPM Group, one of the world’s largest outsourced field marketing and sales companies. CPM is a part of the DAS Group of Companies.

 

About Diversified Agency Services

Diversified Agency Services (DAS), a division of Omnicom Group Inc. (NYSE:OMC) (www.omnicomgroup.com), manages Omnicom’s holdings in a variety of marketing communications disciplines. DAS includes over 200 companies, which operate through a combination of networks and regional organizations, serving international and local clients through more than 700 offices in 71 countries.

 

About Omnicom Group Inc.

Omnicom Group Inc. (www.omnicomgroup.com) is a leading global marketing and corporate communications company. Omnicom’s branded networks and numerous specialty firms provide advertising, strategic media planning and buying, digital and interactive marketing, direct and promotional marketing, public relations and other specialty communications services to over 5,000 clients in more than 100 countries.

Alex McKay, Chairman – CPM Australia and Co-Author of International Retailing Books , including the latest CPM – sponsored book, Brand Activation: Implementing the Real Drivers of Sales and Profit; is interviewed in Australia’s leading retail magazine, Retail World.

Alex discusses the how the future of retail lies in activating customer and not brands; and mentions that companies need to re-evaluate how to they optimise their resources to create value for both the brand and the end customer.

“The principles of activation haven’t changed. They just needed to be adapted to an evolving environment,” says Alex.

Download the full interview below.

About Brand Activation: Implementing the Real Drivers of Sales and Profit:
The book takes a microscope to the consumer purchase journey, examining the effectiveness of different channels and touchpoints in driving sales. It draws on global insights, our own experience and comprehensive research we conducted in collaboration with the Australian Consumer, Retail and Service Research Unit (ACRS). The research revealed a number of important insights. A key finding is that, confronted with today’s digitally disruptive and over-saturated media environment, more purchase decisions are being made closer to the moment of sale. Our authors and contributors include: Dr. Sean Sands, Managing Director of the Australian Consumer, Retail, and Services (ACRS), Graham Brown, CPM Alumni, and Alex McKay, CPM Chairman, Thailand and Australia.

About CPM:
CPM is an award-winning international outsourced sales agency specialising in field marketing, contact centre and digital marketing solutions working alongside our extensive portfolio of  clients to deliver long-term strategic programmes and shorter term tactical campaigns.  CPM forms part of CPM Group, one of the world’s largest outsourced field marketing and sales companies. CPM is a part of the DAS Group of Companies.

1. Benefit from elite sales talent
Your company needs star performers and the best place to find them is at a sales specialist. An outsourced sales provider is a community of experts in their field of sales. Their knowledge will be honed through years of working with dedicated colleagues across a variety of companies, brands and sectors. To identify the very best in the industry look for a partner with a strong philosophy of training and benchmarking. For example, sales outsourcer CPM runs a Sales Academy to educate its in-house sales teams. It also offers this service to clients. CPM then benchmarks performance to track “star” performers, “winners”, “puzzles” and (hopefully few) “passengers”. The company has been an Investor in People for 15 years, holding silver status. A partner can be beneficial for the in-house talent pipeline too. Best practice will be shared, training offered and candidates from the outsourcer may move in-house. Each year CPM provides a sales talent pipeline for blue-chip organisations that this year alone has recruited more than 50 salespeople from CPM into their wider organisations.

2. Glean insights from other industries
A classic business strategy is to observe behaviours in other sectors and then incorporate them into your own. By using an outsourced sales partner you gain instant access to a galaxy of information. A sales outsourcer will work across a whole range of companies and channels, including retail, fast-moving consumer goods (FMCG), utilities, automotive, technology, financial services and business to business. The outsourcer collects data from every transaction which, when anonymised, can be used to improve the performance of other clients. Karen Jackson, managing director of CPM, says: “We process 75 million pieces of sales data each week. This data is hugely important as it provides empirical evidence to support decision-making.” Evidence that it works? “Our average return-on-investment measure shows we have grown our clients’ sales by 24 per cent year on year,” she says.

3. Conquer omnichannel
The Holy Grail of sales. In order to be omnichannel, an organisation must be able to track a consumer across mobile, online, e-mail, social media, in person at the store and over the phone. Consumers also expect a seamless sales experience regardless of the channels they use. Weaving these channels together into a single picture of each consumer can be a nightmare. Most companies don’t even try. The obvious solution is to go to a sales specialist with the technology to implement an omnichannel experience. This may involve uniting existing technologies or it may mean introducing new systems. The key is to find an outsourcer that knows how to capitalise on the data collected. This opens up data-led sales campaigns in which messages are tailored to each and every customer. Ask your potential sales partner for examples of how they’ve implemented and then maximised omnichannel for a client.

4. Access specialist sales technology
It’s not just omnichannel where the latest technology comes in handy. Your company needs the best solutions for all sales-related matters. And here’s where a sales partner can make a real impact. A premium-level sales outsourcer will provide access to the most productive sales technology. For example, CPM is an accredited partner of Salesforce.com, so it can use the best cloud-based sales technology. Salesforce is also easy to integrate with existing systems, ensuring a high degree of compatibility between a client’s current systems. CPM also boasts a deep knowledge of the Salesforce AppExchange, which adds functionality to the core product. In addition, CPM is familiar with the latest tech in the fields it works in, including contact centres, field sales, digital analytics, experiential shopping and training. This expertise can be introduced into your organisation.

5. Flexibility
At Christmas there’s a sales rush. Some companies hire for the season, then downsize in early-January. Many get it wrong, leading to bottlenecks in the pipeline and unhappy customers. An outsourced sales partner can help ramp up sales capacity smoothly. At a stroke you can access greater headcount around the clock. Product recalls are another key time. Ms Jackson explains: “We have supported our clients in providing additional face-to-face resource within 24 hours to support retailers in removing product from shelves and siting information notices, protecting trading relationships. Customer service teams are upscaled to handle the increase in consumer queries. At CPM we have supported two of our FMCG clients in this way in the last two months alone, increasing resource the same day.” Outsourcing is also a great way to grow a channel, territory or segment without being constrained by internal headcount restrictions, formalised pay-banding structures or pension arrangements. Throughout the year, CPM books more than 650 sales campaigns for a variety of clients. These run from 25 health and beauty specialists to over 700 active selling colleagues, at timescales as short as four weeks’ notice. Relationships range from a month to numerous 25-year-plus strategic relationships. It handles unusual requests, such as finding 30 Chinese speakers within four weeks to take a household sauce from 20 to 70 per cent penetration across four UK major cities. Clients think of it like a tap they can turn on and off when they need, without any of the ongoing costs.

6. Get strategic advice
A sales outsourcer will bring genuine expertise to the relationship. It can help you construct a long-term strategy, and advise on granular issues, such as how to split budget between marketing channels and which consumer segments to prioritise. CPM has more than 80 years’ experience selling products across many sectors, channels, segments, through face to face, over the telephone and digitally. Ms Jackson says: “Sales is our business. We have specialists that cover talent management, data and analytics, and operations to deliver an unbeatable combination. We can help clients develop a sales strategy, acting as consultants, to ensure they have the optimum approach in everything they do.”

7. Lower risk
Around 70 per cent of companies enter outsourcing arrangements to make cost-savings. This is valid, but underestimates the other benefits. By using an outsourcer all peripheral costs are eliminated. The overheads of hiring and developing talent are gone. The mindspace absorbed by running a team is freed up for more important tasks. And risk is reduced. There’s no longer a danger of buying the wrong sales software or struggling to use data in the right way. A sales partner will ensure you are working near maximum potential from the start of your campaign to the end. Furthermore, the “risk and reward” remuneration models used in outsourcing ensure there is skin in the game for everyone. Agencies are accountable for the return they deliver and therefore driven to focus on the agreed strategy. It’s why the world’s fastest-growing organisations use sales partners.



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