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 an ongoing call quality monitoring and coaching program. CenterFirst dedicated its HCP Monitoring Professionals to conduct test calls and calibrate 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.