Food & Beverage Call Center Services

Food and beverage products present unique contact center challenges. With questions on ingredients, purchase locations, recipes, promotions, shelf life, and more, combined with challenging complaints and potential social media virality, consumers often raise difficult issues. While government regulation is not as much a part of the day-to-day as in healthcare, it remains an important consideration. With experience ranging from frozen specialty to meat processors, dairy, natural foods, snacks, ingredients, to wine and spirits, the Stafford Team brings an unparalleled level of expertise to our clients.

From natural food startups to Fortune Global 500 corporations – more than 100 Food & Beverage brands trust Stafford with their consumer engagement!

A Complex Business

SKU proliferation has long been a challenge for food manufacturers, but today’s brands face unprecedented challenges in addressing the North American food market. Consumer tastes are diverse and changing! Is your product paleo? Vegan? Atkins? Vegetarian? Gluten free? At the same time the retail landscape is changing – different grocery formats, club stores, mass, convenience, and e-commerce all may require different SKUs, and of course promotions and individual retailers will require other variants. When you add it all up, it is a recipe for complexity, not just for your supply chain but for your consumer!

When a global CPG manufaturer needed expertise to handle their most complex escalated contacts, they turned to Stafford.

Our Services

An effective contact center simultaneously delights consumers, captures accurate data, follows processes, and delivers on performance targets. Delivering on brand promise is what consumers and our clients expect. We typically support food & beverage brands in five ways:

Product Questions

We can help consumers demystify ingredients, find purchase locations, understand variants, and more. When a never-before-asked question materializes, our experienced team can satisfy the consumer and ensure that next time we have the answer and can properly represent your brand.

Complaint Handling

In a diverse world of strong opinions, complaints are inevitable for even the most beloved brands. No advertising, packaging, or flavor delights everyone. We diagnose and handle any complaints with standards and diplomacy that defuses frustration and leaves consumers satisfied that have been heard and valued.

E-commerce and Order Management

Selling directly to consumers may be your fastest growing channel; however, it can be a source of friction and new challenges. Help with orders, changes, shipment issues, and returns are all part of DTC business models no matter how well your website is constructed. Stafford can combine product expertise and quality customer service to help your e-commerce operation stand out.

Crisis Management

Unfounded news stories, online rumors, and actual recalls can all create concern and generate quick spikes in contact volume. Scaling up quickly to address concerns, handle the real issues, and support brand crisis management plans is a Stafford specialty.

Escalated Contacts

Our depth of experience handling complex issues is unique. Many of our clients look to us to take on the most difficult consumer cases that their existing front-line team needs to escalate to a group with more sophisticated, nuanced capabilities. We are honored to earn their trust handling their most sensitive, risky consumer cases.
Contact Center Services
Beauty Industries

Our Expertise

Stafford Communications brings nearly 25 years of experience working with hundreds of brands to every single client and every single consumer contact. Our expertise and capabilities have proven relevant across the industries we serve.

Provide world-class care to every caller with our highly trained agents, who have deep industry experience.

Your consumers reach out by phone, email, text, chat, social media, and more. We can help you ensure that they are heard and supported across all channels.

Remove the language barrier so every caller can receive and understand the same information.

When you work with us, you gain access to the latest call center technologies. You won’t have to acquire or manage your own systems.

Using recorded phone calls and data, we continually review our performance and processes to ensure compliance and improve the quality of customer care.

We provide detailed reports covering key contact center metrics. By analyzing your volumes and our performance, we have the opportunity to improve efficiency by understanding the needs of your consumers.

Feedback from your consumers is an important asset, both as a compliance tool and as a window into the consumer experience. We apply analytics to our clients’ data to help them learn from the voice of the customer.

Let’s Get Started

Whether you would like to fully outsource services, or you need assistance with optimizing your in-house call center, Stafford Communications will serve as your dedicated partner. Get in touch to learn more.

Contact Us

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