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Case Studies

FMCG client
EMEA FMCG Consumer Careline via our International Contact Centre

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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Tags consumer careline customer experience emea fmcg multilingual customer support

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