"We used CenterFirst when we needed to build and develop our entire organization. We started from scratch and have had great results throughout the process."
— Marla Hochfeld, MD, Executive Medical Director, Novartis
Quality Monitoring by a Trusted Independent Expert
Pharmaceutical contact center managers know the importance of monitoring contact center agents for medical accuracy, regulatory compliance, and customer service. CenterFirst’s Independent Quality Monitoring Service was designed for contact center managers who recognize the importance of this critical function but do not have the internal resources to efficiently achieve their monitoring goals.
CenterFirst’s Independent Quality Monitoring Service is easy to implement and delivers professional, accurate and actionable results. CenterFirst works with your company’s call center management, whether internal or outsourced, to implement the confidential remote listening technology, develop the standards for evaluation, and determine the time of reporting. The outcome of the monitoring is shared immediately or at a pre-determined interval with our client.
CenterFirst deploys both healthcare professionals and non-healthcare professionals to carry out the monitoring for the highest level of accuracy and client confidence.