realtime results product recall capabilities
DESCRIPTION
Realtime Results is a professional services firm with years of Product Recall consulting and management expertise. This presentation showcases our years of Product Recall Expertise & Capabilities.To know more about Realtime Results and our our Product Recall Services, please visit www.recallresults.com and www.realtimeresults.comTRANSCRIPT
Realtime Results Contact CentersExperienced, Efficient and Effective Partners
Prepared by:Realtime Results2054 Westport Center DriveSt. Louis, MO [email protected] www.realtimeresults.comwww.recallresults.com
Facing a Recall?We can help! 1-888-263-6569
Overview of the Company
• Realtime Results provides cost-effective, inbound and outbound contact center solutions.
• We support a mix of highly specialized projects and programs.
• Since 2006 we have handled millions of sales, service and support calls.
• We operate three state-of-the art contact centers with more than 1,000 available seats and 100,000 square feet of production space.
• We leverage an experienced I.T. Development staff to quickly deliver off-the-shelf and custom built solutions.
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Partners with Expertise
Realtime Results is a professional services firm with years of Product Recall consulting and management expertise. Our Recall Services include:
– Strategic planning for product recall and safety programs.– Notice design and implementation.– Program registration through live operator support.– Online Internet registration through regcen.com.– Funds management.– Fulfillment services.– Service provider network management.– Preparation of government reports.
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Live Operator Services
Realtime Results live operator staff are professional, courteous, and knowledgeable regarding client products and procedures. Staff training includes:
– Our comprehensive customer relationship program. – On-going customer relationship skills enhancement
training.– Product Recall specific customer-relationship skills training.– Comprehensive product-specific knowledge training.– Ongoing online live program updates through our Intranet.
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Web-Based Consumer Registration
Realtime provides custom online recall registration. Product specific Web pages are developed on our regcen.com Web system. Advantages of our web based services include:
– Fulfills notice requirements of various safety and settlement programs.
– Provides companies with their own propriety page with program information for consumer registration.
– Supports multiple languages.– Allows documents to be posted for consumer review or download.– Provides a site used for full notice and fulfillment programs.– Increases consumer response rates and cost effectiveness of
recall-program.– Gives customers 24/7 access.
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Funds Management
• We offer our clients a variety of Funds Management options including:
– Collection and distribution of payments to suppliers.
– Collection and distribution of payments to field service techs.
– Collection and distribution of payments to consumers.
– Management and accounting support for funding accounts.
– Financial reporting.
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Fulfillment Services
• We offer our clients a wide variety of fulfillment options including:
– Creation and distribution of notices to retailers and distributors.
– Creation and distribution of consumer and end user notices.
– Collection of affected products.– Shipping of replacement products.– Fulfillment of coupons.– Issuance of payments to consumers, servicers, and
retailers.
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Field Repair and Product Recovery
Realtime provides a variety of in the field operations and services including:
– Repair of products in consumer homes and offices.
– Replacement/removal and disposal of products.
– Collection and removal of products from retail stores.
– Environmental disposal when needed.
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Reporting
Realtime provides clients with custom, comprehensive reporting tools including:
– Daily activity reports that track contacts and activity.
– Resolution reports for replacement & repair activity.
– Notification reports to track effectiveness of the mailings.
– Monthly agency reports for the governing body overseeing the recall.
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Business Services
Realtime provides a complete suite of business services to address all recall related needs including:
– Project management• Working directly with clients to assist in program design.• Managing direct mail.• Setup and management of database.
– Bilingual outsourcing.– Crisis communications.– E-mail notifications.– Confidentiality agreement development to cover all work.
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Leading Edge Systems
Good technology is critical to a successful contact environment, and this is one of our strengths. We believe what sets us apart is how we creatively apply technology through our years of experience:
Innovative CRM Platform• Backend data managed on an
IBM iSeries eServer• Custom call scripts with
predetermined outcomes for ease of operation
• Seamless routing of work to agents independent of location
Advanced IP Phone System• ACD and skills-based routing• Call recording with Web-based
remote access and monitoring• Integrated Voice Response (IVR)• Fully deployed soft-phone
environment with Click-to-Dial• Support for both Soft and
Traditional Phones• Predictive dialer capabilities• Easily configured and customized
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• Our diverse workforce is developed in partnership with community organizations, career centers and academic institutions.
• We develop our staff with proactive training at all levels of the company. Each year, our employees complete over 1,000 hours of training beyond new hire training.
• We build talent from within, and we do it one employee at a time. We have a proven record of career development and employee promotions.
• Our HR and recruiting teams are staffed with HR and Organizational Development professionals. These groups support all levels of the organization and have experience staffing and supporting a wide variety of programs.
• We leverage creative employee recognition programs to create a fun and productive work environment. Employee activities include Company BBQ’s, Ticket Raffles, Monthly Birthday/Anniversary Celebrations, Customer Service Week and much more.
Skilled People, Talent & Leadership
Taking care of each and every customer and following through on what we say we’ll do is the foundation of our culture.
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Product and Industry Experience
• Over the years, Realtime Results team of Recall Experts have coordinated recalls for diverse products, industries and government agencies. Past initiatives have included recalls for:
– Consumer Goods– Manufacturing & Industrial Products– Automotive Products and Accessories– Heating and Ventilation Products– Consumer Electronics– Cookware & Kitchen Goods– Clothing– Furniture– Children’s Toys– Tools– Firearms
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Realtime Results Contact Information:
Tom Brockhaus
Vice President
Client Services
888.263.6569
2054 Westport Center Drive
St. Louis, MO 63146
“Assisting the customer, one smile at a time.” – Caley Mason, Customer Service Associate
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Dan Hinkebein
Manager
Business Services
888.263.6569
2054 Westport Center Drive
St. Louis, MO 63146
Please visit our recall services website www.recallresults.com
Facing a Recall?We can help!