Frequently Asked Questions

Our product recall team is capable of handling all of the needs for corrective action programs. Our team has managed recalls for 15 years and is experienced in managing recalls for manufacturers with products governed by CPSC, FDA, NHTSA, PROFECO & Health Canada. In addition to our product recall services, we offer software solutions to assist companies with order processing and tracking. Our broad suite of services includes:

• Recall planning and management
• Recall notice creation and delivery
• Call center and IVR support
• Consumer registration website development and management
• Funds management including refund processing
• Product collection and verification along with disposal of affected products
• Fulfillment of replacement products
• Reporting for government agencies
• Escalation support
• Process tracking and complaint resolution

We have handled recalls on a wide variety of products including:

• Medical Devices
• Children’s toys
• Clothing
• Furniture
• Small and large appliances
• Pharmaceuticals
• Electronics
• Automotive parts
• Marine products
• Firearms

Recall Results has been managing product recalls of all sizes for 15 years. Combined, our team has more than 100 years of product recall expertise. We’ve managed recalls across many different product types and industries such as consumer goods, automotive products, food and beverage products and medical.

Our experienced staff can manage an entire project, or we can serve in key roles for our clients. Typical roles for a Recall engagement include:

• Project management: We can serve as the central point of contact for all members of the team and coordinate daily communication.
• Fulfillment management: We have expertise in facilitating the sending and receiving of products.
• Call center management. We can operate and manage all aspects of your contact strategy.
• Subject matter expertise. We can spin up resources to serve as the internal escalation point for customer issues.
• Programming and development. Our in-house technical team can set up databases, registration websites, and other integration points as needed.

Our experience allows us to estimate costs and timelines at the outset of a project. All budgets and timelines are agreed to in advance, and our management team  works to ensure that budgets are maintained and timelines are met. 

Quality assurance is a key element of our process. We have a dedicated Quality Assurance team within our call center operations that includes an analyst and several coordinators. The analyst is responsible for organizing all data so it’s in a ready to use format and shares performance reports. The coordinators are responsible for the actual audits to identify potential errors and recording any issues in the Quality Assurance database system.

Quality coordinators also monitor calls in order to provide an unbiased source of coaching and feedback for reps beyond the coaching of their immediate supervisors. Call monitoring also allows for call scoring in order to rank and rate performance, manage to key performance indicators (KPIs) and to facilitate performance-based initiatives.

Depending on the requirements, we can have resources available as quickly as 72 hours.

We provide custom reports for each of our clients. Reports range from basic statistical reports to detailed database extracts. We provide summarized reports by e-mail and detailed reporting through a secure delivery method such as secure FTP or client portal.

Our technical team manage fully redundant systems and have well-documented processes and systems for data management, retention and security. Each of our systems are configured to ensure employees are only able to see the information that is relevant to their duties. We do not allow outside access to our databases. In instances where our clients request or require detailed information on all of the customer interactions, we can provide daily data extracts into an agreed upon format and provide the files through a secure FTP site.

We have facilities to provide full-service warehousing, processing, storage and disposal services for products as well as warehousing and shipping of replacement products.

Our call center uses industry-standard workforce management scheduling and proprietary software as the core platform for our operations. Our voice technology allows us to fully manage all customer calls, establish hot or cold call transfers along with full IVR, live operator and call recording functionality.

The amount of the process we manage is dictated by the needs of our clients. We are capable of managing up to 100% of the recall process, or we can fill needed roles within a client’s recall team.

Recall Results provides full print-production services, which includes: printing, folding, stuffing in envelopes and applying postage.

Recall Results has extensive experience with cleansing of mail files in order to increase delivery rates. Some of the data cleansing measures include Coding Accuracy Support System (CASS) certification and National Change of Address (NCOA) cleansing.

Notices can be sent by email or a delivery service such as USPS, UPS and FedEx with various tracking capabilities.