"CenterFirst started working with us when we needed help with improving our contact center operations. They stayed with us to help develop a new global approach for contact centers across all of Shire. CenterFirst consistently brought the right level of expertise in both strategy and operations that helped us advance in this increasingly critical area of our business."— Bob Harrell, Director of Integrated Marketing – Shire
Shire Specialty Pharmaceuticals consulted with CenterFirst to lead a multi-functional project to develop a global contact center approach and implementation roadmap over a 3-year timeframe.
This multi-phased project meant bringing together senior level management from two global operating companies and five functional areas to develop a global contact center approach. CenterFirst provided both content expertise and project management. Phase 1 of the project produced a 30% improvement in contact center operational metrics and the initiation of in-depth customer satisfaction interviews.
Phase 2 brought together for the first time a cross-functional team from Commercial, Medical, Safety, Quality, and Information Systems to create a global approach to consistently deliver on the company’s promise to customers. CenterFirst continues to support this client through ongoing implementation and contact center operations.