Industry Markets >Rapid Response

The Connection has extensive experience handling rapid response customer contact center services - and specializes in protecting your brand during adverse events such as product recalls, class action settlement claims and data breach notification. With a string of industry awards for quality and performance, we are trusted by many leading Fortune 500 companies and have the expertise, flexibility and capacity to handle your brand's critical customer contact issues with the dedication you expect from a recognized industry leader.

Call Center Services
The Connection has extensive experience supporting the consumer products, retail, healthcare, financial services food & beverage and government industries.  Some of the services we provide include:

Rapid Response Case Studies

The Connection has the capacity, experience and knowledge base to react quickly to your critical issue and prepare a rapid response program that will allow you and your team to focus on your counter strategy.  Our management and account teams will train our call center staff to handle a large scale disaster, product recall, retrofit, withdrawal, or data breach with urgency and empathy. 

Security Breaches

History
The Connection provides inbound call center services for security and data breaches for a global information solutions service provider that has been in business for over 100 years.  This company has over $1.4 billion in annual revenue and approximately 5,000 employees.  They provide consumer and business credit intelligence, portfolio management, fraud detection, technology and marketing tools for small and large businesses.  This client also acts as a third party service provider to share information with individuals who have been victims of a security breach.  The Connection has become a trusted partner.

Company Goal for Outsourcing

• Inbound call center Services, including:

• Rapid launches (One week notification prior to live date.)

• Customer service and support for data breach/security breach notifications

• Call escalation

• Up-selling additional services

• Handle fluctuating call volume

• Detailed call reporting requirements

Key to Success
The Connection is able to quickly ramp up, typically within a week, to accommodate the urgency of a security breach launch.  The Connection allocates and trains a group of shared agents to handle varying call volumes and hours of operation for their programs.

Tasks to Accomplish Success

• Quickly engage all departments needed for a program launch

• Partner with client by reviewing their scripts, training materials and FAQs

• Identify the number of agents necessary to handle the estimated call volume

• Select and train a group of shared customer service agents

• Provide value added services (bi-lingual agents, IVR, custom reporting, etc.)

• Support client up-sell effort, including the sales component and the customer service

• Provide client with daily reports on phone activity, dispositions and escalated call recaps.

Summary
By offering efficient, turn-key service and accurate call handling we have garnered repeat business from this billion dollar company. They have entrusted us with over twenty security breach programs over the past two years. 

Government Agency Case Study

The Connection provides extensive call center services to assist a federal agency when a bank fails.  We have been chosen as the first response call center for bank customers in case of a bank closing.  Our call center agents provide customer service to consumers and in the case that a consumer’s call requires escalation, our agents notify a government agent.  For many bank closings, we ramp up from zero to over 10,000 calls the first day the public is notified.  Over the last five years of the contract, we have given consistent and sound service.  We were recently awarded the renewal contract for the next five years.

System Features:

• Confidentiality concerns limit advance notice of bank closings to 10 days or less.  The Connection must implement a new program quickly to prepare agents to handle a large volume of calls.

• In-house programmers create brief script segments and a general framework for a database system using Informix.  When a bank closure is announced, they use these elements to quickly build the necessary system.

• Agents will answer informational questions, refer callers to appropriate contacts or agencies, outbound calls to customers or transfer calls directly to the client’s offices.

• Agents are trained to respond sympathetically to concerned customers, assisting them with a troubling transition.

• E-mail response is available for Internet-based bank closures, if necessary.

• The Connection provides fluent telephone response in English and Spanish.