Key Services:

 
  • Local language Contact Centre support with global reach

  • In country phone number provisioning

  • Phone lines and Interactive Voice Response (IVR) set up with local language recordings

  • Cloud based database telephony setup for central control with global reach

  • Specialist cloud customer relationship management (CRM) database for central data control and management dashboards. Real time response updates and simplify progress reports

 

  • Recall and Crisis communication process mapping 

  • Response handling and follow up

  • Social media monitoring & interactions

  • Digitised channels to ensure fast, streamlined response handling and end to end reporting: Digital Messaging, Click-thru and Web Form response handling, all tracked with dynamic dashboards and reporting on our cloud based CRM system

  • Messaging and PR-related guidance through our fantastic network of industry partners 


 

Recall and Crisis Communication

Communicating with internal and external stakeholders is paramount. Ensure that your employees, board members and other internal stakeholders are aware of the situation and have adequate information for their roles. Ensure that customers, re-sellers, distributors and other external stakeholders are notified as soon as possible. Reassuring them of the situation and supplying all relevant information is key to minimising the negative impact of a crisis.

Usually the notification will ask for a response to ensure the notification has been received; this could be a return mail, registering details on a web portal or an inbound phone response. To make the whole communication process easier, all contact information and communication history should be logged on a dedicated recall customer relationsip management (CRM) database. From here you can easily identify who has responded and who may need a second notification, and possibly further engagement.

Providing a dedicated recall hotline is imperative for reassuring your customers and allowing them to gain information when needed. They can call with any questions or concerns they may have, and to get any updates on the recall situation. 

 

Marketpoint Recall Communication Flow

 
 

In a crisis you need a communication partner who can manage all of this for you. With a wealth of experience across a variety of industries, Marketpoint Recall provides the optimum Recall Communications Support.

Through our global network of Contact Centers, we’re are able to provide multilingual recall support services, all managed centrally in the UK. With our integrated cloud based telephony platform, digital expertise and recall CRM database, integrated live reports are at your fingertips to get up to the minute statistics.