Consumer Packaged Goods

Building strong relationships with consumers when they reach out to your consumer affairs center translates to core loyalty to your brands and increases the likelihood that your products will be recommended to others. After all, it is through your toll free numbers, your website and your mailing address that you have the most frequent and direct contact with consumers.

Our consumer care programs are designed specifically for the Consumer Packaged Goods (CPG) industry to increase satisfaction and loyalty to your brands. We represent many of the brand names of food, beverage, and household products that fill millions of North American homes. Since the advent of outsourcing in the CPG industry about 15 years ago, AFFINA has been a trusted and reliable partner.

Whether consumers reach out for general or specific product or promotion information, register a complaint, inquire about adverse events or claims, request coupons, locate a store that carries their favorite products, or claim a rebate, AFFINA Consumer Affairs Representatives are highly trained to resolve consumers' issues and answer questions to do what it takes to maximize consumer satisfaction and brand loyalty.

We feature:

Non-scripted, personalized service using fully dedicated teams.
Turnkey technology solutions, including 100 percent call recording, web-based reporting, plus case management and knowledge base featuring Astute ePowerCenter.
Complete consumer support, including multi-channel inbound service, IVR self-service, contact us pages, hosted FAQs, and fulfillment.
Consumer satisfaction/loyalty tracking and analysis with every program. Our web-based analytical reports help you understand the drivers of brand loyalty and overall satisfaction.
An approach to partnerships that includes a strong focus on thought leadership, planning, and execution to provide you with comprehensive and timely solutions best suited for your program.