Product recall for world-leading food and beverage manufacturer

Customer Service

Ant Marketing were contracted in 2010 to provide an inbound customer service call handling overflow team for a world-leading food, beverage and confectionary manufacturer. We were tasked with assembling a team of 50 agents to handle inbound calls and, where necessary, hot-key transfer calls, following a product recall of one of the manufacturer’s key brands. Through the success of this campaign, Ant Marketing has continued their working relationship with the manufacturer, and also provided similar services over the Christmas 2010 period, successfully manning a full team, including Christmas Day and Boxing Day.

14k

calls were received in total for one product recall

98%

of calls received were answered immediately

Objectives

To ensure the team was adequately staffed to handle call volumes (peaks and troughs) at all times

To answer each call immediately

To handle each call professionally and ensure that the correct information is taken from and given to the customer

Challenge

To ensure a strong, professional and dedicated team were built.

To meet the client KPIs, including call handling times.

Solution

We utilised current employees from existing teams, seconding them to the Product Recall Department to assist in handling the call volumes during the busier times of the day, thus ensuring we had a team of strong, capable, committed and dedicated agents, at all times.

Utilising our extensive technology, Ant Marketing is able to monitor waiting and call handling times on a real time basis, allowing us to involve further current Ant Marketing agents should it be required.

Through the success of this campaign, Ant Marketing has continued their working relationship with the manufacturer, and also provided similar services over the Christmas 2010 period, successfully manning a full team, including Christmas Day and Boxing Day.