Expert Recall

Millions of consumers were alarmed at hearing that their dishwashers presented a fire hazard. In order to effectively manage the recall, the manufacturer needed a partner in its campaign to recall millions of units while satisfying the requirements of the Consumer Product Safety Commission.

The manufacturer called the Stericycle ExpertRECALL™ team.

• ExpertRECALL delivered approximately two million notifications.

• For the first three months of the event, ExpertRECALL linked hundreds of agents to the manufacturer’s database to take phone calls and schedule parts service.

• Over a thousand ExpertRECALL phone lines were dedicated for this specific event enabling call center agents to field 1.5 million calls. The recall was featured on a network morning news program and as a result ExpertRECALL handled a spike of over 150,000 calls in the first 24 hours.

• Never did a caller receive a busy signal. An interactive voice response (IVR) system effectively answered every call by the second ring and determined the affected versus non-affected status of units. With this well-designed IVR filtering capability, 75 percent of calls received did not require a live agent.

Due to ExpertRECALL’s effective execution, the manufacturer utilized ExpertRECALL’s services to provide the data in class action law suits and manage the remedy process including reimbursements and extended warranties.

Protecting People – Reducing Risk