At Rust Consulting, our call centers offer one-to-one service to class members who have questions about the settlement. Customer service representatives (CSRs) are trained in effective telephone courtesy as well as in the specifics of the settlement they are assigned to. A robust technology infrastructure supports call centers with more than 870 seats.

Because we own and program our own telephone systems, we can quickly respond to client needs and customize our systems to each case we administer. Our call center capabilities include:

• The ability to handle high levels of call volume demonstrated by a three-year total of 10 million calls including three cases that had over a million calls each
• Advanced telecommunications systems that can provide measurements of service level, abandon rate, talk time, etc., and produce reports customized to client requirements
• Flexible system features including Interactive Voice Response (IVR), call recording, call monitoring (on- and off-site), call transfers (internally and externally), and call tracking software
• Foreign language support in multiple languages as well as TTY support for the hearing impaired
• Call center managers on duty at all times the centers are operating to assure close supervision and continuous quality control
  

For more information, contact us.