Launch MI Contact Center During Pandemic

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The Challenge

For this client, training the entire medical information team at home and bringing this mission critical service live – 100% virtual – was a first.
And we did it while knocking every KPI out of the park! 60+ drugs & 7 therapeutic areas, pandemic meant virtual everything, and client wanted a partnership.

Entrepreneurial culture attracts top talent

We have a knack for drawing in HCPs who are craving the ability to impact patients’ lives. And we grow leaders internally. This combo draws talent that makes a difference.

Virtual hypercare boosts agent confidence

We empowered agents with cheat sheets, virtual team chats, role play, and online support to make sure they were ready for anything that would come their way.

Experienced agents improve resolution

With an emphasis on injecting PharmDs and experienced call center agents into the frontline, we were able to transform first call resolution and lower abandon rates.

Human-centered interactions improve quality

We transformed interactions from one-way scripts to an interactive, digitally-powered approach that anticipates real-world scenarios and provides efficient workflows for better resolution.

Training model shortens learning curve

Our training model synthesized call volume across a complex landscape of therapeutic areas and drugs to shorten the learning curve and maximize coverage.

Remote operations is part of our DNA

While COVID-19 forced many into remote operations, we chose this more than a decade ago as an incentive for great performance. We are pros in delivering virtual contact centers that deliver.

The Results

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Improved the abandon rate to 2% (down 6% in just one quarter)

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Increased the CSAT 14%

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CSAT is holding steady at 97%!