"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
Medical Resources engaged CenterFirst after an internal review determined that a new approach would be required for handling certain medical information inquiries. CenterFirst brought deep expertise and industry best practices in customer relationship management tools, contact center organizational design & training, and regulatory compliance.
The client and CenterFirst worked together to create a new contact center with the people, processes, and technology that would allow the client’s highly qualified and trained contact center healthcare professionals to have in-depth scientific interactions with healthcare professional customers as well as answer questions generated by the sales force in real-time.
The work conducted included creating of the mission and vision for the contact center, defining the organization structure along with new roles and responsibilities, designing the customer relationship management system requirements and metrics, training new and existing personnel, and ensuring overall regulatory compliance. The new Medical Information Contact Center currently engages two-way interactions with HCPs using new technologies that best meet the customer’s communication preferences. In addition, Medical Resources received the company’s prestigious 2009 President’s Award for Outstanding Achievement.