Maximize the Value of your Pharma Contact Center

"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

Case Studies

Pharma Services Company – Quality System Assessment and Quality Action Plan

Telerx, a wholly owned subsidiary of Merck, took action to evaluate its Quality System. The system was in place to support the dissemination of medical information as well as handling adverse events and product quality complaints. CenterFirst conducted an assessment using a series of inspection techniques commonly used by the FDA including interviews, procedure evaluation, and performance testing. CenterFirst also developed and presented a quality plan that became the roadmap for updating and improving the quality system. CenterFirst remains in a consulting capacity to help support the ongoing implementation and maintenance of the Quality System.