Product Recall Support
Diligent provides expert communication services at the time of a product recall, market withdrawal, or any event which results in an unexpected spike of inbound calls.
Our leadership and account management teams have extensive experience in helping companies plan for—and flawlessly execute— the influx of contacts that result from a product recall or an unexpected high volume of inquiries.
The services we provide at the time of an event are based on our
client’s specific needs and can include:
In advance of a recall or similar event, Diligent can establish an omnichannel strategy to ensure a successful outcome.
Developing processes and procedures on contact handling, with a focus on applicable regulatory requirements.
Diligent’s healthcare professionals, supported by customer care specialists and customized technology, are able to address any volume and scope of inquiries.
Diligent’s SOPs for recalls or similar events include processes to expedite the training and certification of all involved staff.
Staff are promptly trained and certified on any new or revised information provided by the client.
Recalls and similar events require tailored reporting, provided on a daily, weekly, monthly, and ad-hoc basis.
Additional Customer Care