Category Archives: AWARDS


Secondo il Grande Dizionario Italiano, la definizione di Agile è “svelto; che agisce, che si muove con facilità e scioltezza”. Relativamente o riferita a un metodo di gestione del progetto, “(…) che è caratterizzato dalla divisione dei compiti in brevi fasi di lavoro e rivalutazione frequente e adattamento dei piani.” Contrasta con cascata (aggettivo).

 

Oggi la comunità degli imprenditori riconosce che per affrontare con successo la complessità, le aziende hanno bisogno di modelli di business diversi.

 

Di fatto, le tendenze dirompenti sono difficili da prevedere, come lo sono anche gli ambienti in rapida evoluzione; nuove tecnologie e digitalizzazione stanno destabilizzando aziende e agenzie che devono, in sostanza, confrontarsi con l’ignoto.

Rispondere a questo livello di complessità con una relazione personale one-to-one, oppure con processi tradizionali a cascata, potrebbe rivelarsi inadatto nel migliore dei casi, se non addirittura estremamente rischioso nel medio termine. Le parole chiave sono flessibilità ed elasticità mentre la collaborazione è lo strumento per tradurre le cose in realtà.

 

Come si combina tutto questo con il modello di outsourcing?

 

Di fronte a un obiettivo ambizioso, spesso è importante moltiplicare le energie, o addirittura puntare ad un risultato esponenziale, ottenibile solo utilizzando modalità operative flessibili. Un approccio di questo tipo implica un forte orientamento al lavoro di squadra, con l’apporto congiunto e la stretta collaborazione dei team interni e del fornitore per raggiungere gli obiettivi. In questo modo la parola partnership non risulterebbe abusata.

 

Alcune aziende sono nate flessibili, altre desiderano esserlo, altre ancora sono costrette a diventarlo. Il punto in comune è che la maggior parte di queste imprese sono in grado di affrontare le sfide del mercato molto rapidamente grazie a prodotti e servizi innovativi e, aspetto non secondario, innovando i loro modelli operativi. In queste aziende la maggior parte delle funzioni, vendite incluse, è esternalizzata.

L’outsourcing può rivestire molti significati, ma il suo vero scopo dovrebbe essere inteso come entrare gli uni nei panni degli altri. Condividere questa prospettiva è ciò che fa la differenza quando si tratta di centrare gli obiettivi, creando un approccio win-win, per entrambi, cliente e agenzia.


Questo è l’approccio adottato da CPM Italy, lavorando in partnership con Cheil, per creare valore per il cliente comune Samsung.A partire dal 2012, CPM è arrivata ad avere fino a 14 persone al lavoro nell’ufficio  di Cheil all’interno della sede Samsung, per amalgamare la cultura e le competenze di Cheil, l’agenzia di comunicazione interna di proprietà di Samsung, dotata della competenza operativa sul campo di CPM.

 

Inizialmente la collaborazione si è basata su un modello a cascata per cui Samsung dava istruzioni a Cheil, che a sua volta le “girava” a CPM e viceversa. Tuttavia, data la complessità e la dinamicità del settore, il modello a cascata ostacolava la performance, poiché questo modus operandiinfluiva sulla nostra velocità di risposta, richiedendo troppo tempo per agire, prendere decisioni informate e renderle esecutive; inoltre risultava estremamente difficile cambiare direzione in tempi brevi quando necessario. L’implementazione di un modello agile ci ha consentito di lavorare utilizzando un approccio di vera partnership, dove tutti s’impegnano per raggiungere gli stessi obiettivi con fluidità: questo ha modificato il corso delle cose e la performance, con un impatto positivo praticamente immediato sui risultati. Lavorare in collaborazione ha responsabilizzato i membri del team e ha avuto un impatto positivo sul loro morale. Il modello agile rappresenta il fulcro del progetto con i nostri collaboratori.

 

In Cheil condividiamo gli stessi valori di Samsung. Velocità e qualità sono i fattori chiave del successo, sia per i brand che per le agenzie, non solo in termini di efficacia ma anche di capacità di cogliere rapidamente le nuove opportunità di soluzioni innovative per far crescere il business insieme, adattandosi al contesto del momento. Questo costituisce il DNA di una vera collaborazione e sta a noi progredire in questa direzione. Lavorare tutti insieme nello stesso posto con le nostre diverse competenze ci ha permesso di raggiungere tutti questi obiettivi” afferma Isabelle Di Raco, Retail Director di Cheil Italia, controparte principale diSamsung nel progetto Field Force dal 2014.

 

Il miglioramento dei risultati è stato quasi immediato: l’incremento della velocità di risposta, passata da 2 giorni ad una media di 4 ore, una comunicazione più efficace grazie all’eliminazione di fraintendimenti o ambiguità e la conoscenza di CPM degli aspetti fondamentali della cultura e delle attività di Samsung ha prodotto risultati mai raggiunti in precedenza.

 

La lezione che tutti noi abbiamo appreso da questo processo è questa: pur essendo faticoso, a volte difficile e molto impegnativo all’inizio, l’approccio e modello di outsourcing agile merita l’investimento poiché rappresenta spesso la soluzione migliore all’incombente complessità che le imprese si trovano a dover affrontare oggi. Lavorare in vera partnership con una agenzia di vendita in outsourcing rafforzerà i team sia del cliente sia dell’agenzia, incentivando non solo la collaborazione, ma anche trasparenza e creatività al fine di offrire la soluzione migliore per incrementare le vendite.

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

Huge congratulations to CPM France for being winners once again at the POPAI Awards Paris 2019 , in Paris for Merchandising

 

The merchandising department of CPM France received a Bronze Award for the 2019 edition of POPAI Awards Paris.

 

Popai Awards Bronze Cewe

 

The project presented by CPM France and CEWE was selected by the jury in the « Commercial performance of a merchandising operation » category, part of « Merchandising Concept Roll-out ».

 

For the 2019 edition of POPAI Awards Paris, CPM chose to present a major merchandising operation for a new client, CEWE, who faced a notoriety issue in 2018. Following this merchandising concept roll-out made by CPM France, CEWE’s turnover has increased by 7%!

 

Two years ago, for the first edition of « Merchandising concept roll0out », CPM France has won the silver award for the Imagine programme at Bricomarché.

 

This article is also available in French!

 

For more information on the services we provide and how we can help you sell more to your customers click here

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: https://www.cpm-int.com/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

Case Studies

Microsoft

CPM provide a dedicated, full-time field sales team across Ireland for Microsoft

The challenge

CPM provide a full time field team across the Island of Ireland for Office, Surface & Windows in Harvey Norman, PC World, Independent Retailers and xBox in Smyths & Gamestop.
CPM also provide a Digital resource, a SME Business Development resource and a Breadth account Manager for Microsoft.

Our Solution
  • Team in place for 10 years, extensively trained and deployed across top Irish retailers representing Microsoft
  • The team are tasked with delivering across the key pillars of retail execution in all Microsoft product categories.
  • Priority focus -attach, product sales & delivering messaging on the Modern PC.
  • Team concentrate on training & relationships in store to drive advocacy.
  • The team deliver insights from their experience in retail to drive Microsoft strategy.

Results

All KPI’s achieved in FY16.
2,300 calls completed, 2,369 RP Training Impressions, 137% achieved on Expertzone.

Case studies

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