--- title: Client Branded Customer Service Maximizes Consumer Retention during Product Recall description: In anticipation of increased call volume, the organization sought the help of a contact center that could handle the large spike in call volume. 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Upon investigation, the company discovered the recently launched product contained a manufacturer defect that would require the item be recalled. To handle the recall as expeditiously as possible for their customers, the company quickly took action—distributing a recall notification in which they offered free repair of the product. In anticipation of increased call volume, the organization sought the help of a contact center that could [handle the large spike in call volume](https://blog.theconnectioncc.com/call-volume). As a trusted outsourcing partner, The Connection® was called into help. **The Connection® Solution:** - **Agent and Supervisor Training.** Understanding the impact these calls can have on customer retention and corporate reputation, The Connection® developed, in partnership with the Client, an intensive, brand-centric training course for customer service agents using materials and scripting provided by the client. - **Inbound Customer Service.** Inbound customer service agents provided by The Connection® focused on first call resolution, [delivering a customer experience](https://blog.theconnectioncc.com/customer-experience-strategy) unique to our retail client. Agents worked to ensure that in spite of the recall, the process of handling it would increase the likelihood of customers to use their brand again through: -  **Outbound Follow Up.** The Connection® outbound agents contacted non-responsive customers to remind them to schedule their repair appointment. - **Customized Reporting.** In addition to service level, KPI and daily reporting, The Connection® also provided detailed reporting for the client around a customized set of parameters. Reporting included:  **Results:** Impressed with how their program was handled, The Connection® was asked to handle additional operational hours during the recall. In response to the high quality and level of customer service provided, the Client has continued to partner with The Connection® for overflow and event based support.  ### Share this post - [Tweet](https://twitter.com/share) ### Subscribe to Talent Blog Notifications ### Categories - [Call Center Management (36)](https://blog.theconnectioncc.com/tag/call-center-management) [Get in Touch](https://www.theconnectioncc.com/contact-us) ![The Connection](https://blog.theconnectioncc.com/hubfs/The_Connection_March2018/Images/the-connection-logo-white-1.png) ### About The Connection® is a business process outsourcer (BPO), offering a multitude of operational and consulting services for contact center services. ### Contact Us - **Address:** Bloomington, MN 55437 - **Phone:** +1 (952) 948-5488 - **Fax:** +1 (952) 948-5498 ### Blog Signup © Copyright 2025 The Connection®. All Rights Reserved.