Business Sector

Why Partner with Rust?

We Ensure Excellent Customer Service

Experienced consultants remain dedicated to your project from beginning to end, delivering personalized service and reporting that meets your needs.  Rust maintains this same level of commitment to our clients' customers with courteous, professional customer service throughout every interaction.

Call Center

Rust owns and operates an on-site, 500-seat call center with the capacity and technology to handle in- and outbound calls via customized Interactive Voice Response, live customer service, or hybrid systems. Rust can establish toll-free numbers and staff call centers with fully trained customer service representatives within as little as a day.

• 24/7 accessibility
• Quality control systems
• Foreign language services

The Complete Solution

Rust’s in-house talent and systems simplify the implementation of projects for our clients. Our in-house call centers, technology expertise, forms processing, printand- mail capacity, and project management provide a complete solution.

Print and Mail

Rust provides unlimited capacity and the ability to tailor mailings to meet any schedule and budget. We offer all types of customized, costeffective notice to meet individual project needs and budgets, including direct mail, email, and media notification options. In-house design specialists, proofreaders, plain language experts and media program designers ensure that the notification meets your project needs.

We Protect Your Sensitive Customer Information

Our internal data and system security practices meet or exceed today's exacting industry standards. We have received system accreditation under the Federal Information Security Management Act (FISMA) and undergo an annual SAS70 Type II audit of our data security and information technology controls designed to demonstrate our substantial level of data and system security.

Forms Processing

Rust has systems and experience to cost-effectively process paper and electronic forms with efficiency and accuracy. Our in-house team provides quality and consistency in delivery, while our proprietary processing application provides flexible, on-demand reporting.

• Electronic forms submission and processing
• Website design and maintenance
• Document scanning and OCR

selected case experience

200 Telephone Reps Training Within 24 Hours

Within 24 hours of a Fortune 500 financial institution contacting Rust about a data breach, we had 200 customer service representatives (CSRs) training to take their calls. Over the next four weeks, Rust answered 100,000 phone calls and sent follow-up emails to callers as part of our 24/7 service.

Ongoing, Complex Support for Product Recall

An automotive supplies retailer engaged Rust to administer an 18-month product recall program. We have mailed more than 3.7 million notification letters and reminders. Our highly trained CSRs have handled more than 100,000 calls during which they help callers schedule service appointments at nearby retailer locations. Rust is also handling reimbursements, having distributed more than 2,000 payments.

Overflow Call Center Support for Data Breach

Rust handled 65,000 calls as part of our 12-hours-per-day, 6-days-per-week overflow call center support for a major financial institution when it experienced a data breach. We began taking calls less than a week after being contacted and provided the client hourly statistics for the duration of the two-week project. 

Homeowners Insurance Claim Review

Rust reviewed homeowners insurance claims for replacement coverage on this litigation support project. We determined whether more than 7,600 claims were fully paid, whether depreciation was taken, and any amount remaining to be paid.