Business Services

Heffler Claims Group, a division of Duff & Phelps, is a leading class action settlement administrator that provides law firms, corporations, banks, and large corporations with business and contact center services. These services include print, mail, email, and inbound and outbound calling. Heffler’s in-house, enterprise class action contact center utilizes state-of-the-art technology and proven processes to ensure we are making the most profitable connection with claimants and other constituents on a 24/7 basis.

Our on-site contact center has the capacity to handle the specific requirements of all our clients’ customer support needs, whether it’s handling calls for a class action matter or for a high-profile corporate crisis management situation. We have the ability to handle on-demand contact center requests and can handle call volumes ranging from five to 10,000 per day.

Additionally, our in-house class action notice media team, HF Media LLC, has extensive experience with Crisis Communication and Product Recall matters.

Given our ability to quickly scale, our clients often utilize our contact center services when call volume is anticipated to increase for a specific period of time. Additionally, our 24/7 interactive voice response (IVR) service assists with minimizing abandoned calls and provides quick and accurate feedback to callers.  We will work with you, as a client, to develop the most accurate reporting in the industry.

Enterprise Contact Center Highlights

  • Scalability

We have the capacity to handle the specific needs of any case or project. We can quickly scale to handle call volumes specific to any endeavor.

  • Professionally Trained Live Agents

We uphold the highest standard of professional communication to ensure accuracy, completeness, and empathy in all of our interactions. We turn raw data into customer-friendly real-time information. Our agents are seasoned, professionally trained, and managed by an experienced contact center manager. Live agents are also available at any hour of the day to satisfy client needs.

  • IVR Services

Using our 24/7, toll-free Interactive Voice Response (IVR) service, we are able to constantly inform callers of important dates and answer FAQs, as well as streamline call volume. The IVR reporting capabilities allow for daily, weekly or monthly reporting based on the needs of the client.

  • Single or Multi-lingual Support

Our contact center can be structured to provide single or multi-lingual support with toll-free telephone numbers in one country or many countries simultaneously.

  • Client Communication

We realize that the key to success is communication among parties involved. We keep clients involved in the process and make sure we refine scripts as needed to maximize efficiency in handling inbound and outbound calling. When our agents receive questions that may not be included in an original script, Heffler consults with all appropriate parties to determine the best answer. Recognizing the ever-changing business landscape, scripts may be redeveloped to ensure ongoing completeness and correctness.

  • Accurate Case Tracking

Reports and call tracking are designed to meet the unique requirements of each client to develop the most accurate and profit-driven reporting in the industry. All inbound and outbound calls are recorded for quality assurance and to provide clients with real-time review capability to ensure project success and accuracy.

  • Quality Assurance

Our number one priority is 100% customer satisfaction. Heffler is constantly enhancing our methods to ensure that all calls are handled in the most accurate, complete, and professional manner possible. We review daily statistics, including hold time, talk time and abandoned call rate to ensure that each case is completed to the highest level of performance.

 Request a proposal today! 


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