Business Challenges

The internal customer care center of a major appliance manufacturer was drowning in the volume of calls that were escalated to them by two large outside vendors. By outsourcing their most difficult calls to TMP Direct’s “white glove” CSRs, they were able to achieve 99% satisfactory resolution for caller.

The only thing worse than having to recall a product is not handling the recall well. You need enough trained customer care agents to handle inquiries quickly, politely and efficiently. Plus, you’ll need excellent reporting capabilities so you can meet consumer protection agency guidelines. In short, with TMP Direct on your side during a product recall, you’re covered.

TMP Direct helps companies overcome challenges — in this case helping a client generate over $300,000 in incremental revenue.

Sometimes you have to dangle the carrot to help your sales channel partners see the opportunities ahead of them, in this case we helped create more value for the sales leads and lower costs.

With TV ads airing for a new product and their peak season on the way, the internal customer care department of a cooling products manufacturer was reaching a boiling point! The answer? Outsourcing customer care to TMP Direct, which can easily adjust to meet peak season staffing requirements.

When you help your client exceed their sales goal by over $1 million it is cause to celebrate and get out the marching band.

TMP Direct helps companies overcome challenges — in this case helping a client benchmark customer satisfaction levels and act upon voice-of-the-customer feedback after a merger.

Knowing where and how to find sales leads is more science than luck…even the smallest prospect databases can yield valuable sales opportunities and revenue.

Improve Product Recalls

Handling a Product Recall

No company likes the thought of a product recall. It can create a chain of crisis throughout your organization. Fortunately, you can plan in advance and be prepared if that unfortunate day arrives by talking with TMP Direct. Heres what we were able to do for a leading provider of childrens apparel.

The Problem: Two styles of childrens overalls had decorative snaps that fell off and were a potential choking hazard. Though no injuries occurred, the manufacturer issued a voluntary recall in cooperation with the CPSC and offered a refund to customers.

The Challenge: The manufacturer needed to ensure that all the recalled products were removed from the shelves. To maintain their excellent reputation, they wished to offer 24 x 7 x 365 service to callers, so they needed enough trained representatives to handle the inquiry volume. Finally, the CPSC has strict data reporting requirements which must be met for product recalls.

The Solution: TMP Direct set up a unique toll-free number within a few days to receive customer inquiries. Working with the manufacturer, TMP Direct went through a comprehensive training program on the affected products, details of the recall, and the refund offer. In addition, TMP Direct set up a process in which a personalized letter was quickly sent to every caller with a postage-paid label for returning the garments. Finally, TMP Directs superior reporting capabilities ensured that all required customer data was captured to the CPSCs satisfaction.

The Result: TMP Direct reacted very quickly to get products out of consumers hands and back to the manufacturer before injuries occurred. The manufacturer met the CPSC timeline for recall launch without straining their internal resources. Complete metrics were provided to the CPSC. And best of all, the manufacturer reinforced its reputation for superior customer service with loyal customers by handling the recall so effectively.