Recall Call Centers
When managing a recall, it is critical that manufacturers and retailers do everything possible to facilitate two-way communication with consumers and affected parties who will be impacted by the recall. To do this, companies are best served by receiving help from a recall call center.
One of the worst mistakes you can make as a manufacturer trying to manage a recall is failing to show concern for your consumers and business partners. But many manufacturers make that mistake by carelessly managing their recall hotline. That results in a vast number of consumers who hear only a busy signal when they call for help and information. Consumer frustration increases exponentially when they are unable to speak with someone who can answer their questions and give them an opportunity to voice their concerns.
In most cases, it is unrealistic to expect that your company can single handedly its own the increased call volume and consumer demands it will face during a recall. Even if you could, it is usually more important for your employees to get back to “business as usual” so the company can resume doing what they do best – manufacturing and selling your product – as soon as possible.
ExpertRECALL offers a number of specialized, highly-scalable services for recall communications, including:
- Call center operations and dedicated 1-800 numbers. With thousands of phone lines staffed with trained telecommunications professionals, our recall call center allows for enormous inbound/outbound communications capabilities.
- Physician/Medical recall communications. Our trained health care and medical operators are dedicated to identifying consumer complaints and adverse events quickly, responding with unique expertise and sensitivity to concerned customers.
- Interactive voice response (IVR) and voice broadcast tools. The Interactive Voice Response (IVR) program provides a solid, cost-effective foundation on which to build your recall call center.
- Recall documentation and reporting. ExpertRECALL’s call center system is coordinated with a database program that can capture all the call center activity you need to report to regulatory agencies during and after the recall.
By working with ExpertRECALL to establish and manage a recall call center, you can free up your employees to get back to their primary responsibilities – marketing and selling your product. Leave the medical questions and recall concerns to the recall professionals. This way your customers can get their recall questions answered while also receiving medical counsel and assurance from medical call center agents.
