Successfully Handling the Most Sensitive
and Critical Interactions

Some of the most challenging situations in customer care are escalated calls. These extremely sensitive and often critical consumer interactions can involve anything from basic product quality complaints to claims of personal injury or illness from product interaction.  It is a measure of the trust our clients have in us that they turn to Telerx in times of such critical communication needs.

While each situation is unique, the Telerx solution typically includes:

• Building a carefully-selected and custom-trained escalation team to focus solely on the critical nature of call escalations from start to finish.
• Execution of training for all client customer service representatives to better identify and recognize “red flag” calls that should be reviewed, customized, and processed by the Telerx escalation team.
• Direct transfer to the Telerx escalation team of all calls that are received from regulatory agencies, as well as store reports, attorneys and law enforcement.
• Collection and review of information on all contacts related to claims before forwarding to the client for evaluation.
• Development of Standard Operating Procedures and best practices to establish metrics for success and ensure excellence and customer-centricity.

You can be comfortable trusting Telerx to execute with excellence your sensitive, and often-critical, escalated customer interactions. You'll be in good company. After all, some of the most well-known brands have placed their confidence and trust in our ability to skillfully handle their most sensitive customer contacts.

To learn more how Telerx can help your Escalated Contact Handling, contact us at solutions@telerx.com, or call 1.800.2TELERX.