Category Archives: Ferrero


Case Studies

FMCG Brand EMEA

CPM Barcelona managing the multilingual consumer careline for FMCG Brand in our International Contact Centre
The challenge

CPM Barcelona manage the consumer careline for UK, ROI, Spain and Portugal for FMCG Brand EMEA brand portfolio in our International Contact Centre. Launched 3rd of February 2014 with 2 dedicated FTEs the team is now 3.5 FTEs plus a multilingual overflow to support peak in contacts. Our customer service focused team undertook induction training at client offices to ensure the team were fully immersed in the client brand and values.

Our Solution
  • CPM Barcelona provides our FMCG client with 3.5 English, Spanish and Portuguese speaker agents.
  • The team handle all matters of consumer support from general enquiries and complaints right through to hot topics including foreign bodies, or the amount of sugar in the products.
  • Bespoke, multichannel communication response via phone, email, white mail ensuring our client’s consumers receive a first class service and an exceptional customer experience.

Results

During last year more than 20.000 contacts were managed across the 4 countries
98% of calls handled within 30 seconds (80/30 target)
Exceptional Customer Experience delivered to each customer to drive customer satisfaction.

Case studies

Connect with us


Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

Case Studies
FMCG brand

Customer Experience, Multilingual Customer Support
The challenge

Management of the consumer careline for UK, ROI, Spain and Portugal for FMCG Client brand portfolio. Launched 3rd of February 2014 with 2 dedicated FTEs the team is now 3.5 FTEs plus a multilingual overflow to support peak in contacts. Our customer service focused team undertook induction training at client offices to ensure the team were fully immersed in the client brand and values.

Our Solution
  • CPM Barcelona provide FMCG client with 3.5 English , Spanish and Portuguese speaker agents.
  • The team handle all matters of consumer support from general enquiries and complaints right through to hot topics like foreign body found or sugar in the products.
  • Bespoke, multichannel communication response via phone, email, white mail ensuring our client’s consumers receive a first class service by making the difference.

Results

During last year more than 20.000 contacts were managed across the 4 countries
98% of calls handled within 30 seconds (80/30 target)
Ezxceptional Customer Experience delivered to each customer to drive customer satisfaction.

Case studies

Connect with us


Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs



WATCH OUR SHOWREEL
CPM JOBS
Top

Facciamo uso di cookie per offrire un’esperienza online ottimale. Cliccando su “Accetto”, accetti l’utilizzo dei cookie in conformità alla nostra politica.

Privacy Settings saved!
Impostazioni sulla privacy

Quando visiti qualsiasi sito Web, lo stesso può memorizzare o recuperare informazioni sul tuo browser, per lo più sotto forma di cookie. Controlla i tuoi Servizi Cookie personali qui.

Questi cookie sono essenziali per consentire all'utente di spostarsi all’interno del sito Web e di utilizzarne le funzionalità. Senza questi cookie non possono essere forniti i servizi di base.

Cookie generati da applicazioni basate sul linguaggio PHP. Si tratta di identificatori di uso generale, utilizzati per gestire le variabili delle sessioni utente. Normalmente si tratta di numeri generati casualmente e il loro utilizzo può variare a seconda del sito, ma un buon esempio è la conservazione dello stato di login per un determinato utente tra le varie pagine.
  • PHPSESSID

Utilizzato su siti realizzati con Wordpress. Verifica se nel browser sono abilitati o meno i cookie
  • wordpress_test_cookie

Per poter utilizzare questo sito web utilizziamo i seguenti cookie, necessari dal punto di vista tecnico
  • wordpress_test_cookie
  • wordpress_logged_in_
  • wordpress_sec

Decline all Services
Accept all Services