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Overview
- Since 2003 Navigator has provided care lines to a FMCG client. In May 2007 Navigator was contacted by their parent company to manage inbound customer contact for an impending product recall.
- They urgently required a response handling hotline, a customer help desk, a contact centre to support press announcements and manage inbound enquiries from their customers.
- With only twenty-four hours notice, Navigator set up and trained a dedicated team ready to take calls.
- As press announcements took place over the following week, a team of over twenty agents and supervisors dedicated themselves to the campaign seven days a week and took over four thousand calls a day at peak.
Delivery
- As the requirement for inbound call handling reduced, the campaign was scaled down and transferred to a shared resource.
Partnership
Client Brand, Quality Services Manager says:
“In May 2007, Navigator provided over 20 agents dedicated to the campaign 7 days a week at very short notice. At peak they were handling over 4 thousand calls a day. Consumers were complimentary about the way their calls were dealt with, and we received praise from the Food Standards Agency for the efficiency with which the recall was managed, showing due care to our customers”.
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