Collectively, we are facing an unprecedented situation. With COVID-19 we are experiencing something that no one has seen before in our lifetime. It is affecting everyone from our families to our businesses and communities.
With the world changing at such a rapid pace, we wanted to share with you how we’re approaching this fast-changing public health situation at CPM Australia Group, and share with you the new opportunities that this challenging time has created not only for us, but also for our valued clients.
Over the past three weeks, everyone at CPM Australia has been committed to maintaining our high work standards through these challenges. Throughout these unforeseen changes we have remained steadfastly focused on our commitment to our clients and their customers, always providing excellent customer service and consistently delivering the highest levels of performance, availability, and security.
Like almost every other business in the world, we have had to make some adjustments across all our operations. For instance, in a matter of days we rapidly and safely migrated our contact centre agents to a working-from-home (WFH) scenario, with no impact on the high-quality support we provide our clients. This was no mean feat considering the technology and client systems involved; however, we already had the processes, technological resources and training systems in place to efficiently and effectively facilitate this. We are proud of our team’s efforts, and we are grateful to our clients who have told us that they have been amazed by our ability to rapidly adapt and find workarounds to ensure their brand is being represented in the best way possible. The net result is that we are continuing to effectively run our business and service our clients remotely, free from any disruption.
What support can we offer?
Under current government restrictions on people movement, both shoppers and employees have been asked to stay at home. However, regardless of these unprecedented circumstances, consumers will maintain an expectation that organisations will be available and ready to service them. Now more than ever, consistent delivery of a positive customer service experience is paramount. Indeed, 30% of Australian consumers have stopped shopping at a company in the past year due to a poor customer service experience¹. Consequently, both customer service practices and employee training methods are set to change.
The good news is CPM Australia currently has the capacity to assist both existing and new clients with contact centre support, as well as a range of training solutions that include, eLearning, webinars, instructional design, human resources assistance, recruitment, payroll, and all things customer service. Following are some details about these services:
Needing an efficient, in-the-moment and highly personalised customer service experience? Our home-based call centre services cover both customer service and support. Backed by our technical infrastructure including Genesys Voice Over IP Dialler, Verint Quality Management System, Cisco VPN-enabled telephony linked with CRM, and Microsoft Teams for collaboration and internal communication. Additionally, we can remotely carry out quality assurance using our QA management system, which is fully integrated with our Genesys Telephony Platform and Verint Quality Management System.
Why reinvent the wheel? If you like us you have large components of your workforce working from home (or are soon to), then take advantage of the training material that we have already developed to support your teams. To ensure the health, safety and productivity of your staff during this time, CPM & Retail Safari’s accredited Learning & Development Team have designed and developed a specific WFH eLearning module that can be uploaded straight into your existing learning management system and be available to support your staff within 24 hours.
What we have been able to accomplish in only a few days is a testament to our corporate agility and employee-first philosophy. CPM is committed to delivering the highest levels of service and support to our clients or any other businesses, who need to be ready, responsive and resilient during today’s challenging times.