Product Recall

Product Recall

When companies are faced with an unexpected product recall situation, a speedy and cost effective response is usually required. Confero's crisis management service can be initiated within hours, offering live call centre support to customers with defective product, and responding to national media coverage.

Confero has worked on behalf of some of the most well known brands worldwide, handling callers such as concerned IT departments of the world's most prestigious merchant banks, to consumers with health worries.

The experience gained includes FMCG, medical, computer, electrical and childrens products, Confero is able to advise on the most appropriate methods and customer care teams to handle inbound calls.

Setting up the Crisis Management Helpline

  • An initial brief is requested from the customer. This should include:
    • Products affected
    • Reason for the recall
    • Any detrimental effects to the customer
    • Instructions regarding return/disposal of defective product
    • FAQ's for helpline agents to use
  • An 0800 / 0844 telephone number for customers can be instantly provided
  • Agent team type will be agreed with the client
  • Start date / time agreed
  • Training given to the helpline team
  • From the first call onwards - Confero provides continual feedback and reporting to the client
  • Lines will remain open until calls start winding down. At any given point, inbound calls can be re-routed back to client's offices or call centre

Fulfilment

To exchange or refund faulty products, a complete fulfilment service can be provided where replacement product can be sent to customers via our fulfilment team.

If a customer database is available, letters can be sent out with information on the product that needs to be recalled, with a contact number for Confero's helpline.

Integrating with client systems

In many cases it is beneficial for Confero to have access to the customer's CRM database. Confero's software easily and quickly integrates with most client systems, allowing agents to validate a customer claim and mark their record as a recall.

Benefits of using a Call Centre

Product recalls are a major distraction to most businesses. Often, the sheer volumes of inbound calls can flood switchboards and customer care departments - by outsourcing the call handling, clients can be assured of a professional and empathetic response to emotive customers, 7 days a week.

By dealing head on with consumer concerns, Confero's specialist helpline team can "turn" a dissatisfied consumer into a loyal consumer. Benefits include immediate response, status reports and callbacks set at a consumer's convenience - usually within 24 hours of contact.

Confero provides cost-effective domestic and international product retrievals with "no surprises", on time and within budget. We provide product retrieval services in support of consumer services, quality assurance, marketing and manufacturing.

Clients benefit from the expertise Confero has gained over multiple product recalls, ensuring that customers are left with a renewed positive experience of the brand they have purchased.

To find out more

With Confero having FSA authorisation and DMA membership, as well as holding a Consumer Credit Licence, clients can be confident of a service that is quality, target and process driven.

For any queries, please call 0800 083 3232, or contact us by email



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