The right response to customer concerns.

Overwhelming call volumes, heightened concern, intense emotion and question, after question, after question. Recalls can be a company's worst nightmare. But West at Home ensures you have the right plan, processes and people in place to fit with your overall business continuity planning, while ensuring your ability to preserve customer relationships.

Our home agents are more educated and experienced in dealing with a variety of situations. So, they're better equipped to deal with recall situations - across a broad spectrum of industries and products. These include:

  • Appliances
  • Consumer Products
  • Electronics
  • Food Products
  • Medical Devices
  • Medicine and Vaccines
  • Motor Vehicles
  • Pet Food
  • Tires

Because West at Home is a subsidiary of West Corporation, we're able to provide a comprehensive range of capabilities. Whether we are contacting your customers through proactive notifications, scheduling service calls through automated solutions or using home-based agents to address questions and concerns, West provides your customers with a level of care that is unrivaled in the industry.
Here's just a sample of the results our clients have been able to achieve through our recall services:

  • West ramped up a solution in one week's time to handle a toy manufacturer's recall affecting 16.5 million units. Our short ramp up time allowed the client to quickly address concerns and deliver valuable information to callers.
  • When a leading appliance manufacturer experienced a 2.5 million unit recall, West's solution helped them deflect approximately 50% of calls, producing over a half-million dollars in savings over a three-month period.
  • One of the nation's largest food manufacturers relied on West to handle multiple recalls affecting millions of units. This included taking one program live over a weekend. West's speed to market and flexibility helped the manufacturer easily handle the significant call volume generated from the recall.

West's comprehensive recall services and West at Home can help your company lessen the impact a recall event can have on customer loyalty, brand reputation and ultimately, your bottom line.