A class action contact center is a support system that allows class members to speak to trained live agents, or to navigate the claims process via interactive voice response (IVR). Class action settlement administrators often provide the use of their contact center as part of the notice and claims administration engagement.
What does a class action contact center do?
The class action contact center acts as the communications hub throughout the entire administration process. Its functions are critical and include:
Communications support is the foundation of a well-organized, successful class action settlement. A world-class contact center should have the capacity to handle call volume from as little as 5 calls to as many as 10,000 calls per day, depending on the case needs. There should be multi-lingual support, a toll-free hotline, and 24/7 staffing available. Strong leadership and active oversight are equally important in order to de-escalate issues as they develop, maintain efficiency, and streamline contact center operations.
Work with a professional contact center to satisfy due process.
Ultimately, the goal of an effective class action contact center is to satisfy due process. When working with a qualified settlement administrator with an in-house contact center, you can identify the most thorough way to accommodate diverse class demographics and inquiries. The right balance goes a long way toward meeting the demands of any given case.
Scripts may be customized to work within key behaviors and demographics of the class members as well as to answer anticipated questions. Engaging a settlement administrator early is the best way to ensure the class action contact center is tailored to maximize the class benefit, minimize the associated costs, and ensure the fair treatment of all parties to the litigation.
The class action settlement fairness hearing process is the court’s final opportunity to determine whether the proposed settlement is fair, before the distribution of settlement benefits to the class.
In determining fairness, the courts will consider:
The court’s role is to protect the interests of the class members, and so the process of compromise will be carefully scrutinized. Though a court may reject the settlement on a variety of grounds, it may not rewrite the terms.
During the hearing, class members may object to the settlement in its entirety or they may be opposed to only portions of it. Serial objectors can cause significant delays. Swift settlement approval is preferred, as it forces objectors to demonstrate the merits of their objections. Counsel will either have to adjust the agreement or let the terms stand.
Common issues raised by objectors:
If the court determines that the proposed settlement is fair, funds will be clear for distribution.