"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
Top 10 Pharma Company – Develop and implement a call quality monitoring program to support the development of contact center medical professional agents
AstraZeneca created an industry leading medical information contact center dedicated to deep scientific exchange of medical information with healthcare professional customers. In order to ensure that expert medical agents maintained excellent customer service skills and supported customers in a manner consistent with the AZ customer service philosophy, AZ commissioned CenterFirst to develop and perform and ongoing call quality monitoring and coaching program. CenterFirst dedicated its HCP Quality Monitor Professionals to conducting test calls and calibrating agent responses. The outcome of each call is combined with other performance information to develop an individual coaching program for the AZ medical agent. CenterFirst delivers the coaching and tracks performance over time. AZ management and CenterFirst meet to discuss agent and program development to ensure continuous improvement.