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Emergency contact center/recall

stablish help desks in at least three days when recalls are issued or disasters occur We support client companies regain the trust of customers and deal with them.

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Do you need help with any of these challenges?

  • Though there is an urgent need to launch a center now, there is no resource or capacity for it

  • Don’t know what is needed to prepare for an emergency

  • Want to provide emotional support to customers especially in the event of an emergency

We establish a system to provide high-quality service promptly in preparation for an emergency.

  • Respond to urgent requests promptly

    We open help desks in the shortest time possible by utilizing the existing resource knowledge.

  • Establishment of flexible centers tailored to clients’ needs

    We promptly open contact centers ranging from large ones to small ones according to clients’ requests and responses they get.

  • Extensive experience and a strong track record

    We provide high-quality services based on the track record and know-how that we have developed by providing emergency response services to companies in various sectors and business categories, such as communications, manufacturing, finance, insurance, and government agencies.

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Services we can provide

Risk management

We support the identification of risks, selection of important operations, and creation and revision of operational manuals in preparation for unexpected accidents and emergencies.

Recall handling

We handle recalls caused by problems with services/products etc. We can also support the processing of returned products in cooperation with partner companies.

BCP service

We support the development of a BCP (business continuity plan) environment for contact center operations by utilizing the facility network we have built around the country from Hokkaido to Okinawa.

Case studies of this service

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Altius Link groups renowned global contact center

Learn how multi-lingual support helps our clients ease the pain of expanding business in the new country with our experience CX champion at your service. 

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Service flow of the emergency contact center/recall handling services

  • STEP1 Understanding of the products/customers to handle

    • Identification of the product characteristics, urgency, and extent of the impact
    • Identification of customers’ areas and their number (number of companies) and setting of communication methods

  • STEP2 Development of a flow of system establishment/training/response flow development

    • Acquisition of a telephone number, e-mail address, etc. for announcement
    • Selection of a center location based on size and time and development of a recruitment/training plan
    • Creation of an operational manual including scripts and business forms based on the operational flow

  • STEP3 Reporting after the start of operations

    • Unexpected QA matters to handle additionally
    • Reporting system based on urgency levels

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  • Outbound team
    Extension of apologies to customers, explanations of defective parts, arrangements of repairs, procedures to send collection kits, and notification of the return address
  • Inbound team
    Extension of apologies to customers, explanations of details and defective parts, notification of the product return address, handling of complaints, and collection of customer opinions
  • SV (Supervisor)
    Reception of the list, dissemination of details, telephone answering training, creation and update of FAQs, creation and update of manuals, creation and update of talk scripts, collection and analysis of customer opinions, compilation of recall results, and creation of reports as needed

What is an emergency contact center (call center)?

It is a service to launch help desks promptly and operate them when emergencies, such as disasters, leak of customer information, and recalls occur. Establishing a help desk early makes it possible to provide attentive support to customers and follow up with them. It can contribute to the minimization of risks, efforts to regain customer trust, and inhibition (prevention) of customer defections.

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Please feel free to contact us by telephone or using a form to request documents or explanations on our services.

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